Complaints

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• Initial Complaint

  Date:11/21/2024

  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.

  Complaint: 22585675
  
  I have reviewed the business' response and am rejecting it because: The issue remains unresolved. We have not received the remaining balance of $150 (the deposit minus cleaning charges) as clearly stated in the final disposition letter. We provided a $400 deposit, from which $190 was deducted as cleaning charges and $60 as a carpet cleaning fee. This calculation$400 (deposit) - $190 (cleaning charges) - $60 (carpet cleaning fee)leaves a balance of $150 owed to us. Despite this, we have not received the remaining $150, even after more than four months.
  Attached are the final disposition letter and the email confirming that we communicated our forwarding address well in advance to ensure timely receipt of the remaining deposit.
  Additionally, I would like to clarify that our lease was valid through July 31, granting us the full right to park in the lot until the lease's expiration. I do not understand why this is being raised as an issue. When vacating the property, I personally spoke with ****, who instructed me to leave the keys on the stove.
  I also want to note that while "Louisiana" was mentioned earlier, this was a typographical errorit should have referred to ********. Regardless, both states require landlords to return security deposits (minus deductions) within 30 days. In our case, it has now been over four months.
  I fail to understand why Rustic Ridge Management has not returned the $150 balance clearly indicated in the final disposition letter. Instead, they continue to delay and avoid refunding the remaining deposit.
  
  Sincerely,
  ****** ****

  gnored our attempts to resolve the issue. We repeatedly asked for justification of the cleaning charges, especially since the lease only mentions a $60 charge for carpet cleaning. Instead, we were charged an unjustified $250, and no part of our deposit has been returned.The management's lack of professionalism, disregard for legal obligations, and poor communication have caused us significant frustration and financial inconvenience. We are requesting that Rustic Ridge Villas immediately return our deposit, minus only reasonable deductions (if applicable, with proper itemization).

  Business Response

  Date: 12/11/2024

  The husband emailed me Thu, Oct 17, 10:20?AM, concerning the amount of refund check and I stated that the $190.00 was for the cleaning fee. He emails me stating Louisiana Laws, etc (not sure why because this is ********) and states he wants it to be refunded. We had to pay someone to RE-CLEAN the unit to get it to LIVABLE RENTABLE STANDARDS - therefore no refund was going to be issued for the $190.00. Then the wife texts me November 03 at 05:53 PM, saying they have never received any deposit refund amount at all and to resend. 

  Hi ****,
  I am writing to follow up on my email from September 17, 2024, regarding the $190 cleaning fee deducted from my security deposit. I have not yet received any response addressing my concerns, nor have I received the remaining balance of my deposit.
  As per Louisiana law (La. R.S. 9:3251), a landlord is required to return the security deposit within one month of the tenant vacating the premises, which in my case was at the end of July 2024. Thus, the depositminus any reasonable deductionsshould have been returned by August 31, 2024. Additionally, the law mandates that any deductions be accompanied by an itemized statement explaining the specific reasons for retaining the amount. However, I have not yet received the remaining portion of my deposit or any further justification for the $190 deductions.
  In my previous email, I provided documentation (including a video of the apartment's condition and the move-in inspection sheet) that clearly demonstrates the cleaning charges are unjustified. Yet, I have not received any communication regarding this matter.
  Please confirm receipt of this email and let me know when I can expect the deposit to be returned and a proper review of the unjustified cleaning charges. 
  Thank you for your attention. I look forward to a swift resolution.
  Sincerely,
  ****** ****

  ******** ***** ************** - on November 03 at 05:53 PM
  Hi ****, this is Priyanka here. We used to live in Unit 2203 in Rustic Ridge from Aug 2023-July2024. We moved out around the end of July but have not received our security deposit yet. We have not received any money as of now. Can you please send us our deposit? I am re-sharing my current address with you: *******************************************************. I appreciate your response in this matter.

   

   

   

  Tenants moved in 8/2/23 and turned in move-in inspection sheet. Several things were "noted" by the tenants, BUT only ONE item was marked as NOT CLEANED, the other items were notations or maintenance.  1. Living Room - Hole in patio door screen 2. Kitchen - Cabinets not clean - Frig door panel on bottom cracked - Garbage disposal making noises 3. Master Bedroom - 1 light bulb out 4. Bathrooms - Master, exhaust fan loud and tub has small chip; Hall, Cabinet trim swollen surface on bottom of bathroom cabinet sink.  Cleaning lady was sent over on 8/3/23 @ 1:03 pm to clean cabinets, tenants were home, the wife spoke with the cleaning lady while she was there completing the work and maintenance was there changing the 1 light bulb and checking the garbage disposal for anything stuck. 

  Tenants submitted notice of move out for end of lease date and move out info and cleaning guide was emailed and opened by tenants. Attached are copies of signed and Initialled lease and paperwork of move out info.

  Opened 06/19/2024 05:11 PM ****** **** **** *** Move Out Info
  Opened 06/19/2024 05:11 PM ******** ***** **** *** Move Out Info
  Opened 06/10/2024 04:38 PM ****** **** ************************* Move out date requested by ****** ****

  Which clearly states, move out clean and live in clean are not the same thing. We urge tenants to read everything carefully and let us know if they have any questions or concerns once receiving the move out info. The tenants did NOT contact us with any questions, did NOT schedule a move out walk through (where things would have been brought to their attention and would have been given opportunity to re-clean the areas), but again, no walk through and left keys on the stove and came back days later to pick up their vehicle they left behind in parking lot. The condition of the unit that still needed cleaned were the soap scum in master bath tub, all of the doors, trim, blinds needed dusted and wiped down - dust and hair and the carpets had hair all on them and even in the video taken by the tenant, you can see that the carpets were never vacuumed either.  AGAIN, move out clean and live in clean are not the same. How we give you the unit is how we want it back. We do not give you a unit with dust everywhere and dirty carpets. The carpets are even professionally cleaned after every tenant moves out and has to be vacuumed before they come clean the carpets.  If we have to pay someone (our cleaning lady) to come and clean and or re-clean a unit because tenants did not leave the unit clean for new move in, we charge the tenant the $190.00 cleaning fee, no one is going to do it for free. The tenants should have done a move out walk through, which is recommended, for reason like this.

  CHARGES:
  Charges will be assessed for damages that have occurred or any cleaning expenses
  incurred during your stay in the rental property. The total charges will be deducted
  from your Security Deposit. Damages and cleaning that exceed the Security Deposit
  MUST BE paid promptly if not balance owed will be sent to a Collection Agency!!

  
  VACATING AND CHECKING OUT:
  This means that you must be moved out. The Leased premises MUST be
  empty of ALL belongings, in ABSOLUTE clean condition as described above
  and ALL keys returned to landlord/office. A move out inspection is
  recommended. If you have questions, contact management at (417)
  439-4325.

  
  Again, a move out inspection is recommended but not required. If you do not clean the unit
  as described, the cleaning fee will be deducted from your security deposit and the move out
  inspection is not needed (Unless you have damages). It will need to be arranged with
  management prior to your move out date. If you want to have a move out inspection, you
  need to allow yourself plenty of time in the event we find deficiencies. Additionally, the
  electric still needs to be in your name until the end of your lease date. We will allow you to
  go back and clean provided its not the day of your lease end date.
  If you do not go back and clean, even if its only one area that needs cleaned/revisited, we
  will charge for the entire cleaning (our cleaning company charges a flat rate regardless of
  how dirty or how long she is there).

  
  Management prefers to give security deposits back rather than to pay for having an
  apartment cleaned once you move out. Management is very strict with the cleaning and a
  Cleaning guide is available once you give notice. MOVE OUT CLEAN is not the same as
  LIVE IN CLEAN. In the carpeted areas, we will evaluate your carpets to see if they need
  cleaning for the next tenant and charge you accordingly. Our carpet cleaning charge is $60.00
  if there is a pet odor in the carpets/unit there could an extra $60.00 charge for pet deodorizer.
  Deposits are refunded by check, within 30 days of move out, per the Missouri State Law.
  Make sure you have emailed the office your new forwarding address. Thank you for
  choosing us for your housing needs!