Complaints

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• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 moved into the residence of 40 Cassville ( boarding house) In Dec. of 2021 and vacated May 5, 2023. After about a month of waiting for my deposit to be refunded , I was told that I would not be refunded my deposit in the amount of ******. The reason i was told was that there were damages to the room and repairs that needed to be done before the next tenant could be allowed to be moved in . I dont dispute there were damages , however , the crux of the dispute is that the room was given to me with those damages. Upon my departure I took a video clip of the room in the current condition and stated all the discrepancies. Again, this is how the room was given to me. All the promises that were made in reference to fixing up the room never came to fruition . Almost from the very beginning of my residency , there were issues that were slow to be addressed or not addressed at all, to include : Property crimes, vandalism, disturbances, Toilet issues and also not being advised that a violent child ****** literally was in the room next to **** have been trying for 2 months to speak to someone with decision making ability but that person has refused to speak to me. I just want my deposit refunded ( ****** ) . I was also told by a property manager , If I dont like living there I can leave. I have also made complaints about bias treatment there, which was also ignored. I have numerous emails documenting the issues with this company. I am a USMC Vet who served in **** and to be treated like this is appalling. If I am not refunded I will escalate the matter.

  Business Response

  Date: 08/08/2023

  I hope this letter finds you well. I am writing in response to your complaint regarding the refund of your deposit for your stay at 40 Cassville (boarding house) from December 2021 to May 2023. I understand your concerns and frustration regarding the deposit refund and the condition of the room upon your departure.

  
  As it states in our lease we require 30 days notice to end your rental agreement. We received notification from you on 4/26/23 that you were ending your lease and vacating on 5/5/23. This is in violation of our agreement. 
  Please allow me to address each of the issues you have raised in your complaint.

  
  Firstly, we apologize for any delay in processing your deposit refund. We understand the importance of timely refunds and have taken steps to rectify any inefficiencies in our process. However, the deposit refund was withheld due to the damages found in the room after your departure, which necessitated repairs before the room could be made available for the next tenant.
  
  You have stated that the damages were already present when you moved into the room, and you took a video clip upon your departure to document the existing condition. We have not received the video however we appreciate your diligence in documenting the room's condition before leaving. Nevertheless, it is essential to note that during your stay, the room was subject to wear and tear, which might have contributed to the damages. As a standard procedure, we conduct a thorough inspection after each tenant leaves to assess any damages beyond normal wear and tear. The damages found were in addition to the pre-existing ones, which led to the decision to withhold a portion of your deposit to cover the repair costs.
  
  1.  Deep clean unit $80.00
  2.  Painted the ceiling 4 coats $75.00
  3.  Painted walls 2 coats of paint
  4.  New Laminate flooring $579.00 
  5.  painted molding & installed molding on floor and walls
  6.  Cleaned out and threw away all the garbage left behind
  
  
  Our Contractor was at the Apartment for 3 days working on the unit.
  
  Regarding your concerns about property crimes, vandalism, disturbances, and toilet issues, we regret any inconvenience you may have experienced during your stay. Our property management team strives to address tenant concerns promptly and efficiently. We encourage tenants to report any issues they encounter so that we can take appropriate action. We apologize if there were any delays or lapses in addressing your concerns during your residency.
  
  Furthermore, we take matters of safety and security very seriously. We conduct background checks on all prospective tenants to maintain a safe living environment. However, if you believe there was an oversight in the screening process, we would appreciate any additional information you can provide us with so that we can address this matter accordingly.
  
  As for your complaints about bias treatment and not being able to reach someone with decision-making authority, we apologize for any frustration this may have caused. We value all our tenants and their feedback. Our management team endeavors to provide equal treatment and a conducive living environment for everyone. If you believe there was any discriminatory behavior or biased treatment, we encourage you to share specific details with us, and we will investigate the matter thoroughly.
  
  Regarding the property manager's statement suggesting you leave if you were unhappy with living there, we deeply regret any insensitivity expressed. It is not our intention to dismiss tenants' concerns but rather to find resolutions that work for everyone involved.
  
  In conclusion, we acknowledge your service as a USMC Vet and extend our gratitude for your dedication to our country. We are committed to resolving this matter amicably and fairly. After reviewing your complaint and the circumstances surrounding the deposit refund, we find that withholding  the deposit was justified to cover the cost of necessary repairs beyond normal wear and tear.
  
  Should you have any further questions or require clarification on any aspect of this response, please do not hesitate to reach out to us at ************.
  
  We sincerely regret any inconvenience caused during your stay and hope that your future endeavors are met with better experiences.
  
  Thank you for bringing your concerns to our attention, and we appreciate your understanding.
  

  
  

  Customer Answer

  Date: 08/09/2023

  
  Complaint: 20372410
  
  I am rejecting this response because:
  In regards to breaking the lease I was given a eviction letter from onsite management stating I have committed violations. I have offered to meet to show the video but that was declined. Inexcusable to not advise of a violent child ****** living in the house.  I demand full refund plus ***** for time and effort to file complaint. My next course of action will be small claims court, contacting the Vet Admin, Main stream media and social media . This blatant theft of my money shall not be tolerated and I promise I will not go away until this theft has been righted.
  
  
  Regards,
  
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