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:10/03/2023

  Type:Service or Repair 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.

  There are incorrect move out charges on my statement for one of Hayden Propertiess properties: **************** Apartments1545 ***********************. ***************, ** *****. I have filed an official dispute (which was denied) with the billing agency handling my move out: Central Billing AgencyPO Box 389 *******, ** *****. I have also spoken with ******** property managerDarby ********** multiple occasions from the time of statement receipt until now.After learning of the dispute denial, I attempted to contact ******* again three times consecutively within an approximate 3-minute timeframe with no success, specifically hoping to speak directly with ***************************. These calls were initiated using my personal phone numbera phone number of which was listed on my account and that Id always used in the past when initiating contact and being contacted by the property. After being unable to reach the property from my personal number, I immediately used a different phone number to try to contact the property, and I was able to connect with the property instantly with *************************** on the receiving end which raised some concerns regarding the possibility of intentional avoidance on behalf of the property. During my last conversation with ***************************, she indicated that move out charge disputes were not handled by the property directly but rather Hayden Properties corporate office. I then asked for contacts for the specific Hayden Property representatives. I have since reached out to the Caprock representatives on two occasions and was assured that a message would be left for them to contact me directly and have yet to received any response. I have also sent several emails detailing the erroneous charges and have yet to receive a response from Caprock or Hayden Propertiesagain indicative of intentional avoidance. As the window is closing on the timeframe for the account to be sent to collections, I am hoping to rectify this matter as soon as possible.

  Business Response

  Date: 10/05/2023

  Hi, 

  This doesn't indicate what charges they think are not correct. Could they indicate to us what charges they are disputing and why? 

  The move out charges appear to be correct based on my brief review. 

  Thank you,

  *************************

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20691876
  
  Due to character limit, I was unable to provide full details. 

  I am reaching out regarding the attached Move Out Statement as there are two charges that I would like to discuss: 

  07/17/23 ******* Trash Removal$150 

  
  07/17/23 ******* Wall Repair and Unit Touch Up Painting$75

   

  The following reflects my understanding of the move out charges, along with information I received from *************************** regarding the charges: 
  
  
  In regard to the trash removal charge, I inquired about the reason for the charge as Id been paying valet trash fees for the entire duration of my lease(s). I was told that the valet trash rules state that there may be no more than two trash bags for valet trash collection despite this being my first hearing of this rule and that the valet trash collectors have collected more than two trash bags from my unit in the past without notification of broken valet trash rules. I assured *************************** that not only was there no previous correspondence detailing the valet trash rules between myself, *************************************** ****************, this two trash bag rule was also not listed in my lease agreement even after she directed me to the Lease Addendum for Trash Removal and Recycling Costs which is also attached for review. I have also attached the Lease Addendum for Additional Special Provisions which describes that failure to adhere to valet trash rulesrules that I have never formally receivedresults in a $10 charge per occurrencea fee substantially lower than the trash removal charge listed on my Move Out Statement. 
  
  
  In both conversations with ***************************, I requested proof of correspondence indicating or detailing the valet trash rules and have yet to receive any response or rectification of the matter. 
  
  
  In regard to the wall repair and touch up charge, I assured *************************** during our initial conversation regarding the Move Out Statement that Id contacted the ********************** prior to move out to inquire about the specific paint color of my unit. During this conversation with another **************** representative, I was not given the specific paint color but was rather assured that paint touch up was not necessary for move out on my behalf and would be handled by the property. After detailing this conversation to ***************************, I was told that the information I was provided was correct in that the property would handle anything regarding unit painting. What I was not told during my conversation with the **************** representative was that I would be charged for wall repair and unit touch up paint regardless. 
  
  
  I pointed out to *************************** that during this conversation with the **************** representative, I was not informed that I would be charged even though I was not given the specific paint information. *************************** then asked which representative I spoke with, and I was not able to provide a specific name but instead reminded her that since all conversations are recorded, she would be able to retrieve the name of the **************** representative and specific information regarding the conversation from the recording. During a follow-up conversation, ***** confirmed that shed listened to the recorded conversation but could not provide details regarding the context. I was also not provided any follow-up information regarding the matter. 

  As previously stated, I have not been contacted by either ************************************** the **************** representatives of Hayden Properties regarding this matter after calling and emailing numerous times.

  I hope to have this matter addressed and resolved expeditiously.

  
  Sincerely,
  
  ***************************