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:01/18/2025

  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 want to dispute the charges listed on below regarding my move-out from Rittenhouse Hill Apartment. I believe they were applied in error. Specifically:Countertop Slab Replacement $550 Floor Deep Cleaning $125.I moved into the apartment on December 16, 2022, and documented its condition thoroughly in the Move-In Inspection sheet, noting the scratches and dents on the countertop as well as the poor condition of the floor. When I moved out on December 13, 2024, I ensured the apartment was restored to its original condition, apart from the pre-existing scratches and normal wear and tear from two years of use. I believe it is unfair to charge me for the Countertop Replacement $550 and Floor Deep Cleaning $125.I previously reached out to the property management team to request a review of the Move-In Inspection sheet, but my request was denied. I would greatly appreciate your assistance in disputing these charges and issuing a revised statement that reflects a fair assessment of the apartment's condition.

  Business Response

  Date: 01/23/2025

  Hi, 

  My name is *** ******* an assistant General Manager of the property. Please see proof above / below of the unit standing after move out. 

  I also was present at the time the apartment inspection is due. Resident mentioned a couple of dents on the counter top that were not present at move in. After going through emails there is no email correspondence where *** mentioned another apartment inspection report and we failed to respond. 

  After returning keys these are not dents to the countertop these are very deep scratches that cannot be fixed. Our countertop slab needed to be replaced at the cost of $1,200.00 and the resident was not charged for the full price due to 2 year residency as well as typical wear and tear. Also we would typically not let someone move in to an apartment with deep counter top damage of that sort. 

  Pictures of the floor are also attached the resident was only charged for deep cleaning because a floor professional was needed to buff the floor due to deep stains. Charged $125 and the total cost of contractors are typically $500.00. 

  Thanks please let me know if you have any other concerns. 

   

  Customer Answer

  Date: 01/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22829594
  
  I am rejecting this response because:

  I appreciate your response. However, I respectfully maintain my disagreement with the charges for the countertop replacement and floor deep cleaning. 

  I understand you were present during the move-out inspection. However, its important to note that you were not present during my move-in inspection. So you may not be fully aware of the true condition of the countertop at the start of my tenancy. Additionally, the "deep scratches" identified during the move-out inspection align with the existing wear recorded upon my move-in inspection sheet, as the apartment's countertops and floor were already in bad condition at the start of my tenancy.

  You assert that the countertop slab needed replacing and the floor required deep cleaning before a new tenant could move in. However, the current tenantwho I know personallyhas confirmed that neither the countertop was replaced nor the floor cleaned, and the apartment remains in the same condition as before I moved out. Ive attached photos showing that everything is exactly as it was when I left. This dishonesty raises serious concerns about the legitimacy of the charges. Im concerned that I may be just one of many tenants being unfairly charged for replacements that were never actually made. If this issue isnt resolved appropriately, I will be forced to leave a public review to make others aware and report the matter to the ***********************, as this practice of unjustly withholding security deposits requires investigation.
  
  Regards,
  
  *** ***
  

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  The apartment renewed my lease even after I wrote an email to inform them that I was going to move out, and now I still receive a bill. Also, they failed to provide the new lease.

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This apartment complex is notorious for not returning most of one's rental deposit, and I just found it to be true with my own. I left the apartment spotless, and had it professional cleaned, and was still dinged for "changing the filter in the microwave" ($50), "cleaning the oven" ($95), and $125.00 for "washer gasket replacement". Parts replacement is fully the responsibility of the apartment complex, for maintenance on their own equipment. Both of those two items would be replaced for free if I were still in the apartment. If there was anything on the oven, I'm sure it was not my doing. Only now that I'm out of the unit since July 13th, I have no way to prove it.I want all of my deposit back, 100 percent. No excuses. I moved out on July 13, when my actual final move out date as per the lease was July 25. So they had opportunity to rent sooner and quickly get a new tenant. It is now August 28 and I have yet to receive my deposit back.I want to see a record of my deposit, and a record of all of my payments. The "final accounting" worksheet, was not that. It was only a record of my returning the parking pass, and the pool wrist band, and my keys, and the final electrical payment.

  Customer Answer

  Date: 09/29/2024

  I received - fully a month late, three months after I moved out, only part of my deposit, minus $270 worth of fraudulent charges.  They do not answer my emails, and have clearly been getting away with theft of deposits for made up reasons so long, that they know they can get away with it.  I do not expect them to respond to this either.  The amounts are low enough that it is a hassle to take them to small claims court, not to mention that they have worded the list of things renters can be charged for in such an open ended way, that they can charge for anything and it is 'included'.  There is no 'microwave filter replacement' on the list, and the microwave was spotless.

  I will be posting a warning in local ******** pages, as a warning to future tenants.

  Do please keep a record of my report on file, in case anyone is checking.  Thank you.