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:02/25/2025

  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.

  Management continues to ignore work orders when maintenance is seriously needed.
  These issues are a violation of health and safety regulations but they keep saying they'll fix it then just never show up.
  This has been going on for nearly 4 years now.
  I desperately want them to do their jobs and I continue to pay rent, but they keep lying to me.

  Business Response

  Date: 03/22/2025

  Greetings,

  We are in receipt of your complaint to the BBB for your residency at Quay Apartments.  We appreciate the opportunity to address these issues and apologize that you’ve had to take these steps to resolve them.
  Monarch is the Managing Agent for QUAY Apartments.

  While your complaint in writing doesn’t describe the specifics of the issues, it is to be assumed that the submitted pictures are of the issues.  As of today, your BBB submission is sent to the Regional Property Supervisor overseeing that portfolio, and therefore, until they can go over the issues with staff, find a course of action for you and reply to you directly, we can’t state a resolution here via our reply to BBB. However, the Supervisor will be in contact with you. 

  There are two modes of communication possible: one via the BBB and another, more direct, is via the Monarch Properties, Inc. email, found on our website.  

  Please watch for communication from the Supervisor sperate from the BBB website.

  Kind regards~
  

• Initial Complaint

  Date:01/30/2025

  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.

  I rented 2 separate apartments from Villa Alegre Apartments in Santa Fe NM (owned by Monarch Properties Inc.) from 2021 to 2024. Upon moving out of each apartment, all of my security deposit was taken from what I deem as completely bogus charges that were clearly just normal wear and tear. These apartments were government subsidized apartments that were supposed to be used to help the people of Santa Fe who were having a hard time with increasing prices in Santa Fe. I fear that the same thing has been done to other people of this complex and I want to bring attention to this issue. I've rented many other apartments since I finished college and have ALWAYS received my full deposit back. I want this issue investigated as soon as possible. Thank you.

  Business Response

  Date: 02/08/2025

  Thank you for the opportunity to respond to Mr. ****’s BBB complaint.  As stated in his complaint, sequentially:
  
  1--I rented 2 separate apartments from Villa Alegre Apartments in Santa Fe NM (owned by Monarch Properties Inc.) from 2021 to 2024. 
  
  Reply--Incorrect: Monarch Properties, Inc., does not own Villa Alegre Apartments, but rather manages them on behalf of the Ownership. 
  Reply--Correct: Mr. **** indeed rented two apartments in that timeframe.
  
  2--Upon moving out of each apartment, all of my security deposit was taken from what I deem as completely bogus charges that were clearly just normal wear and tear. 
  
  Reply—Incorrect. (No 'bogus' charges.) Upon moving out of the first unit (03/2022), a Final Account Statement was done, as required, showing any and all charges against the account and which would potentially impact any Security Deposits. The FAS shows 5 charges to the account but also shows that after those charges were applied, the account still had a refund to the Resident. Nowhere in Mr. ****’s complaint nearly three years later does he indicate he had any dispute with those legitimate charges at that time.
  Moving out of the second apartment (12/2024), the ledger shows Mr. **** terminated his lease early (before the termination date) which is allowable. However, there is an Early Termination Fee, as disclosed on all leases, as well as cleaning charges and damage charges.  Again, all charges are legitimate.
  
  3--These apartments were government subsidized apartments that were supposed to be used to help the people of Santa Fe who were having a hard time with increasing prices in Santa Fe. 
  
  Reply—Incorrect. Villa Alegre is not a ‘government subsidized apartment’.  It is a community that operates under the Low-Income Housing Tax Credit program and rents to income qualified households.  The income restrictions are set for income below the area median income.  
  Reply—Correct, Villa Alegre is one of many communities in Santa Fe that helps specific, qualified households with a place to rent and live.  The rents are lower than the area ‘market’ rates and residency is restricted to households making less than that area median income.
  
  4--I fear that the same thing has been done to other people of this complex and I want to bring attention to this issue. I've rented many other apartments since I finished college and have ALWAYS received my full deposit back. I want this issue investigated as soon as possible. Thank you.
  
  Reply—We’re unable to address any fears Mr. **** may have nor verify if he has in fact always received his full deposits back.
  
  Monarch Properties, Inc. appreciates Mr. ****’s complaint but must clarify that in all parts of his residency, including Final Account Statement processing, MPI has operated in accordance with all federal and state laws and statutes.  
  
  

  Customer Answer

  Date: 02/10/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I am strictly replying to item number 2.  In the AAOA, there is a very specific section that states "Landlords are not permitted to deduct any amount from the security deposit for normal wear and tear to the premises."  I have an email from ********* **** that states that our "oven was dirty" and that that was part of the "cleaning fee" we were charged.  If a dirty oven isn't normal wear and tear then I don't know what is.  We even went as far as patching up any holes on the walls that were just used for hanging pictures.  Again, normal wear and tear.  

  I dropped off the early termination fee check in the amount of $1,419.00 which I fully take responsibility for paying.  That check was left in the Villa Alegre drop box on 2/9/25 (I also sent a confirmation email to Villa Alegre once the check was dropped off).

  I want to be clear in what I'm requesting.  I am requesting the full return of our $350.00 security deposit that I fully believe we are entitled. 

  
  
  
  
  
  Regards,
  
  
  
  ******* ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to reply to Mr. ****'s continued complaint.  It will be
  referenced below.  As stated in this
  continuation, sequentially:

  
  1-- I
  am strictly replying to item number 2. 

  
  Reply—Restated here from prior complaint:
  “Upon moving
  out of each apartment, all of my security deposit was taken from what I deem as
  completely bogus charges that were clearly just normal wear and tear. “
  
  “Reply—Incorrect. (No 'bogus' charges.) Upon
  moving out of the first unit (03/2022), a Final Account Statement was done, as
  required, showing any and all charges against the account and which would
  potentially impact any Security Deposits. The FAS shows 5 charges to the
  account but also shows that after those charges were applied, the account still
  had a refund to the Resident. Nowhere in Mr. ****’s complaint nearly three
  years later does he indicate he had any dispute with those legitimate charges
  at that time.   Moving out of the second apartment (12/2024), the
  ledger shows Mr. **** terminated his lease early (before the termination date)
  which is allowable. However, there is an Early Termination Fee, as disclosed on
  all leases, as well as cleaning charges and damage charges.  Again, all
  charges are legitimate.”

  
  2-- In the AAOA, there
  is a very specific section that states "Landlords are not permitted to
  deduct any amount from the security deposit for normal wear and tear to the
  premises." 
  
  Reply—Correct.
  The AAOA does indeed have that as a statement. However, this has zero bearing
  on the issues at hand.  The Residential Rental
  Agreement language prevails.

  
   3-- I have an email from ********* ****
  that states that our "oven was dirty" and that that was part of the
  "cleaning fee" we were charged. 
  

  Reply—we have
  no way of knowing what emails Mr. **** has or does not have.  This may be a true statement.
  

  4--If a
  dirty oven isn't normal wear and tear then I don't know what is. 
  

  Reply—For
  clarity, a dirty oven is not ‘normal wear and tear’.  This is the first sentence in the signed Move
  in /Move Out Condition Form, signed on 03/21/2022 and 12/31/2024. The
  charges for cleaning are stated there, and the photos of the apartment condition
  were taken for record upon move out.  Further, this is
  held to in his signed Residential Rental Agreement, a legal contract, section 24,
  second sentence. As Mr. **** was given a copy of all documents at move in and, ostensibly, is aware of what he signed. 
  

  5-- We even
  went as far as patching up any holes on the walls that were just used for
  hanging pictures. 
  

  Reply—It isn’t
  known if Mr. **** did this or not, but is irrelevant to the legitimate cleaning
  charges he contested from his first complaint and referenced again here as his
  second complaint.
  

  6-- Again,
  normal wear and tear.  
  

  Reply—A
  dirty apartment is not normal wear and tear. 
  See reply to #4 above.
  

  7-- I want to be clear in what I'm requesting.  I am
  requesting the full return of our $350.00 security deposit that I fully believe
  we are entitled. 
  

  Reply—Mr.
  **** is clear in what he is requesting.  Quoting
  from the Move In/Move Out Condition Form, signed and agreed to by Mr.
  **** and the Community Manager, “…cleaning and/or damage charges that will be
  applied against your deposit in addition to any outstanding balances that exist
  on your account at the time of move-out.”
  

  While we acknowledge
  that Mr. **** believes he is entitled to a full return of his deposit, his Residential
  Rental Agreement along with the Move In/Move Out Condition Form are
  binding and were clear upon his move in and move out.  Mr. ****’s Security Deposit has been
  correctly and legally accounted for. 

  Customer Answer

  Date: 02/20/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Something I don’t believe I mentioned in any of my responses is that I was charged for 18 hours of cleaning.  That is completely outrageous and a gross overreach on the part of Villa Alegre.  
  

  I am again requesting the full security deposit of $350 be returned to me.  
  

  I will continue to escalate this issue until the proper thing is done which is to return my full security deposit.  
  
  
  
  Regards,
  
  
  
  ******* ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/31/2023

  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.

  Numerous corresponding emails and verbal requests have been made about the process and privacy of information that has been collected in accordance to the rental process under HUD guidelines. *********** do not seem to be follow or adhered to proper procedures the Document Package for the Release of information. Record keeping seems to be out of order and needs to be audited. Disclosure and discussing my personal information over speaker phone in the office while attempting to alter or access account information without asking verification from me was a notification of mishandling. I am on alert about how information is discussed and determined without proof and set forth in motion, outdated compromised financial payment methods and lease agreement that had already been completed and signed with ******* ******** was not included in the documents given to me this week. Instead there was information on another person that had an expired lease as of November 2023 who's rent is 12 according to the paperwork given to me. I do not know that person or the person whom was identified over speaker phone as a supervisor in ***** **** ********** NM. Upon asking for the correct front page( as I was required to sign the back page of that document which doesn't start with my information until mid way through a packet of information, I was denied and verbally reprimanded about questioning the verbal information and authorization to say and approve how much my income for 2024 would be without asking first in mind if the possibility of the theft of my backpack which contained a plethora of important, vital, legal, financial, and historical documents some that cannot be replaced may have had some sort of common denominator of why the arrogance in the way my information has been handled and the treatment of staff members as well as nearly sheer ignorance to most all request have gone unaddressed or very poorly handled in protective measures and processing requests such as lock change.

  Customer Answer

  Date: 01/03/2024

  Tell us why My complaints are because violations of my civil rights according to section 504 Non-discrimination Regulations ( 24CFR, part 8 June-2-1988).  Corresponding via emails , I experienced communication misunderstanding and what could be retaliation from the staff members. In the  Administration Procedure Handbook, changing my lease ( either to fit something that would not fit otherwise, or to maliciously inadequately creating falsified documents and paperwork has been extremely counterproductive and is a disservice for the tenants, the offices, the higher levels of government and infrastructure staggering progres and reducing funding that can be used for the entire as a whole people rather than selfish abusive techniques and teachings that corrupt the people). ******* ********, ******** *********, ** who were or current apartment managers onsite to the **** apartments may have had secondary job positions that may have been used to except the pawer of their positions, though not all are the same, as ** used here own salary to put on functions for the **** community out of her own pocket to unify the community and show careto children and families in the neighborhood. After ** left a visible abuse of power and retaliation for complaining verbally and then by emailing became evident. Emailing has been the most effective way to get a repair, or create written accounts for records, events and references as proof of the dates, times, and original requested information and circumstances I cannot control within help of higher quality governed positions. ******* ******** and Jenifer Dominguez overlapped in employment positions in the office here at the **** Apartments Tucumcari NM 88401. They seem comparable by the unfair, deceptive, misleading  office practices and non compliance of standards according to (NMSA 47-8-39)(B), NMSA 28-1-6-9, NMSA 28-1-2(Q), NMSA 47-8-36(C) 2, and Disabilities Discrimination 42UDC 360(H). These State Statues and Annotations help prevent disability discrimination, victimization due to retaliation potentially because of the emails and other complaints made and may result in civil lawsuits,  penalties because the protections guaranteed I(we are) am supposed to have additional protection provided due to federal regulations. The stipulations in these laws should have potential effective measurement towards how the office management handles tenants information and individuals.Falsified a lease agreements, repetitive signature request for duplicate forms, ignoring maintenance request and written attestation of issues of disagreement as well as giving another person's lease agreement to ( me and no disclosure on if this has happened to anyone else before) for apartment 16 which  I do not know at all. I also have no access to the office except when management  is inside of the office, therefore the actions of mishandling information and giving someone else's information to another ( myself) is not a tenant issue , rather a potential training blunder and or a way to brush away stealing from tenants files and making the situation look like a mistake.  There is also a camera in the office, and staff must have been keys and codes for the alarm system , computer systems, so those facts actually can be handled differently and serve as a soft protection to people who visited the office but do not go beyond the  spectrum of client. Perhaps the office camera in the office files, computer systems, and other storage should be investigated soon and hopefully subpoena . With regards to all ( my particular other lease information) there's information inaccurate, misleading, substandard, deceptive, and maliciously inadequately taking advantage of the less fortunate with total disregard to the laws and  use of excessive executive remunerative dichotomy. The actions have violated my identity which actually started here at the **** apartments with the falsified and misleading substandard lease agreements that has violated legally established public policy, is unethical conduct, dishonest in what seems like an extenuation of effort not to have to address any verbalized and written attestation of issues and/ or evade consequences of potentially having to face legal and perhaps federal lawsuits for not adhering to internal administrative compliance processing which is a set standard for HUD guidelines and regulations. In regards to my privacy violations, my apartment was entered yesterday without a posted notification 24 hours before entering because of a lock that was not installed properly in the first place. That was yesterday. A few weeks ago while I was in the office, ******** *********  had a peculiar conversation conference over the speaker cellphone  with a female identified as her supervisor about my personal information and Social Security Payment that was spoken in such a manner that was overwhelming conceited. This type of conversation was the example of dishonesty that has emotional impact and mental injury( to me ) listening without being able to defend (myself) has been an advantage of unjustly not following federal policy with no repercussion or threat of being discovered in wrongly handling privileges of private information, especially after unlawful unforced entry to my apartment ripping my person paperwork away is difficult to listen to and sit still or wear a smile on the face when there's so much evidence of privacy violations, identity scams and or fraud and is sickening to me how far some people in higher positions will go without conscience and immoral acts to get what they want when if the shoes were on their feet, the same people probably would not be able to handle the compilations and collaborative measures to take from someone who doesn't have much at all. The HUD regulations booklet #2, paragraph 4(B)there is no statement on revoking the consent form as it is written in the booklet the provision of the fixed term agreement is 55 minutes and then goes on to say it would only take 10 minutes to complete for the recertification process that had to complete. The consent form was signed three times which was in excess and I have all three copies.  That process is complete. Because there's is no set standard for how long the consent form is necessary other than 55 minutes of office time to complete the documents with the receptionist to determine rent amounts, actions of repetition and altering, using or in some way playing with the tenant's time, efforts, emotions and personal information ( to me) is considered " grossly unfair inequitable terms" .The only other reference to time is how long the document can be kept and stored, which standard of 15 months on file, exceeding the annual recertification by 3 months, a questionable time length to hold financial information that can be pulled and used for any reason.15 months is a fallacy that is less than substandard and is a bit of an opportunity for pernicious questionable adjudicator in administrative compliance with processing and adherence to privacy laws and violations, potential fraudulent actions, and the temptations of identity theft, one of my main complaints.The actions of holding that type of financial information is an objective causation. NMSA 47-8-14. The supervisor female voice on speaker phone also verbally changed the written rules where no income verification was required while I was in the office and ******** ********* was at her computer altering the documents while they spoke, which reasonably could be illegal with inequitable terms especially after the fact that my apartment 18 upstairs was burglarized or entered without force or by use of a key. These consecutive actions are already not in compliance with HUD guidelines. I ask in writing for the consent form to be revoked, if it has already in fact been used to determine my rent for the year, challenging the 15 month hold because I complied with the knowledge that if my income changes by 200 dollars I have to report the change in a timely manner. In addition 42 USC 3601et. Seq. , 42 USC 3604 Discrimination and Fait Housing Act, NMSA 47-8-1-52, Uniform Owners and Renters Relations Act, and NMSA 28-1-14 Human Rights Act. Neighbors in apartment 20 have been involved in shootings one morning my apartment was entered without force and absolutely nothing was initiated by management officials . That neighbor is now trying to be extra friendly especially when my door opens to police and redirecting names of potential burglars in the neighborhood but I don't know her and she seems to not want to be in the resting orders or mentioned. My personal information  was identity taken away with irreplaceable materials.  I should be entitled to grievance code 24 of Fed 966.51 , NMSA 47-8-33 (I) , the office did not file or question for the shooting or the burglaries, NMSA 47-8-3 (T). The management is either doing absolutely anything to intentionally make me as a tenant feel like this an extremely unfair and unlivable place to be , and accentuate the management is doing absolutely nothing to alleviate the situation, investigate the problem, follow up on process, or use proper procedures.  Some of the situations may have been provoked by those who may have been offered incentives like free or reduced rent in order to justify not having to face legal consequences, lawsuits, using proper conduct and control of emotional responses while the fears and concerns about what has been happening in my neighborhood is not exercising restraint in actions. Deeds disregarding critical facts from any type of authority adds to an escalated bilateral ruthless misleading and perpetual acts of dishonesty with abandoned profligate justice degrading the trust the systems that we want to believe in. This is a seemly effort to de- education of self societal avoidance to consequences of sequestered lawlessness....

  Customer Answer

  Date: 01/05/2024

  
  I am rejecting this response because after numerous attempts to have my name correctly presented on a legal and binding lease agreement, it was not done so until August 1st, 2023, eight months after moving into the **** apartments from apartment ** building * first of all. The actions of mishandling delicate, financial, and personal information as in the administration procedures and requiring me to sign the back form of the pages three times shows or should show some type of mishandling, of information, misfiled information, and perhaps evidence of alterations to lease agreements that may not be isolated to just one person. The information that was discussed over the phone and how I have been handled has been very unprofessional. There are HUD guidelines and regulations that stipulate adherence to state and local laws. The Non Discrimination Act section 504 ( 24, CFR, part 8 June 2nd, 1988) contains legal obligations and treatment regardless of how the perception of my appearance or actions ( such as singing or rapping out loud outside minding myself with the music I may be listening to that may contain language anyone that might hear me repeat to think that those words recited are towards them personally) . Otherwise the Housing Act of 1937 amm.( 42 U.S.C. 1437 et seq,) the Urban -Rural Recovery Act of 1983, P.L. 98-181, the Housing and Community Technical Amendments of 1984( P.L. 98-479), Housing and Community Development Act of 1987( 42 U.S.C. 3543), U.S. Department of Health and Human Services, Office of Civil Rights, ADA section 504 rights for persons with disabilities,  New Mexico State Human Rights Act chapter 28, Civil Rights Act of 1866, Rehabilitation Acts of 1973, and the VAWA all pertain to fair treatment of individuals regardless of sex, gender identity, sexual orientation, race, color, national origin, religion, familial status, age, or disabilities or marital status. The ORC, FCC  HUD, specific protections that govern how individuals information is used, stored, and shared or distributed as in HIPPA Laws of 1996. Cyber security of information and information systems within your administration are supposed to be guarantee protections for all individuals information and protections against the retaliation of reporting mismanagement and falsifying documentations should be examined and criminally charged to the extent of the law( lessness) of individuals entrusted with sensitive information that should have penalties towards those in charge of handing information, filing, archiving and storage of such information because of the laws that govern the privilege of handling information used to fund such properties and every employee who works in an establishment that handles statistical demographics for individuals and to continue such funding for the collaboration of bussiness enterprises such as the administration that handles these things at the place where I rent. The behaviors, attitudes, and commentary of employees are less than standard for a government funded environment. If your establishment is threatening punishment by collecting hearsay yet ignoring complaints made over nearly the entire course of my stay here at the **** apartments instead of addressing the issues and come into compliance out of unscrupulous fear of consequences of lawsuits and local, statewide, and Federal intervention that's conducive to leading the internal administration process with the preponderance of evidence in the lease agreement that are falsified, forged, and violated public policy with impact of justification of taking advantage of society as a whole with unfair and deceptive practices amongst those that some feel are defenseless against unethical conduct and practices. Also, having maintenance personnel open my door without written request and 24 hour notice with an electric screwdriver was more than threatening to an individual independently living alone without family members or friends in Tucumcari NM. Other tenants here may have quit a few relatives and friends here, however that's not a good reason for discrimination or collaborative measures that you may try bring against me. This is my rejection of the response given, which was no response.

  Business Response

  Date: 01/05/2024

  Ms. ****. You've chosen to upload your documents pertaining to your tenancy and such docs may have personal information, such as income, etc.  However, since you are making a request for 'punitive damages, court costs', etc., Monarch takes this to mean you have contacted or may contact legal counsel for your stated grievances.  As such, we would ask you to direct any legal representative to contact Monarch Properties, Inc., Managing Agent and we will forward to our legal counsel when received. Monarch opts not to reply otherwise here and will wait for communication from any legal representative.