Complaints

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• Initial Complaint

  Date:07/01/2024

  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 out of the unit turned in the key in the office on April 30 provided a forwarding address and was to receive a security deposit back of 1475.00 confirmed with the office and as of 61 days later still have not received payment. Reasons given was they missed the check cut off date then the point of contact was out of the office then was an issue with address they had not saved the correct street address but it was written down. I’ve been given 3 different dates that the check was mailed most recent date was 6/28 and as of today nothing mail has already been delivered and this money is really needed .

  Business Response

  Date: 07/02/2024

  On 5/7/2024 S R********* was contacted regarding payment on the account. She then responded noting that she had turned in keys on 4/30/2024 to someone in the office, but onsite staff had no evidence of this via keys, signed receipt or notice to vacate or email stating she had left the apartment. After correspondence with the assistant manager, management honored a move out date of 5/1/2024 and per her 5/14/2024 updated her forwarding address to 312 Silent Bluff Drive, Summerville, SC, 29485. Due to the office not having record of the tenant vacating her move out refund statement was submitted in the final submittal of the month. Per the Management Company policy, properties are only allotted two submittals per month, one at the beginning and another at the end. This was communicated with S R********* and also reiterated why it is important that all move out procedures be followed by the tenants when vacating ensuring that we are able to process refunds timely. Due to the time frame S. R********* refund did not make the first submittal which was on 5/9/2024. Her statement was held until the next submittal which was on 5/23/2024. Her check number #**** was cut on 5/29/2024 and issued to the address above. On 5/30/2024 S R********* reached out reporting that she had not received her refund. After research and continued communication with S R********* and our accountant it was determined that the check was not cashed and it was reported to be reissued by our accountant on 6/25/2024. A request was made for it to be expedited which required higher managment approval. After waiting 1-business day for a response, it was requested that the check just be reissued standard mail and was confirmed. S R********* was made aware that payments are not dispersed on the site level and all submittals and request are sent to our accountants for all properties on schedule with what we are provided at the beginning of the month. Continued correspondence has been sent up to higher managment, per the request of S R********* and follow up has been made from site management, pending response. S R********* was advised that due to the original expedite request that was not completed and with the request to move forward via standard mail to allow 5-7 business days from Wednesday 6/26/2024 the earliest and 6/27/2024 the latest.

  Customer Answer

  Date: 07/03/2024

  I have every email that I sent and they know I returned the keys on 4/30 other wise I would have been charged on 5/1 for may rent o have attached the video from 4/30 move out. The administration department in that business dropped the ball on my security deposit being returned and they have now done it multiple times . The I totally told me the check went to the old unit that I use to rent from and that they didn’t have a forwarding address then changed the story on multiple occasion. I have attached every email and as of today still 

  Customer Answer

  Date: 07/03/2024

  It says in tiara email I didn’t reach out until the 9th clearly I was emailing staff and going in to the office physically and I didn’t receive anything I message them on the 7th to follow up on the walk through and the move out that was done the week before. The day I turned in my keys there new admin was getting a walk through and when I explained that was confirmation of when I came I even went back multiple time to make sure everything was done . Once I seen how unorganized the staff was I started to email to have confirmation. So even if 5/7 was the date they got everything it’s now 7/3/24 why haven’t I received it as of yet. They dropped the ball and will not accept responsibility for the mishaps I did as I was told and I have the video showing when I recorded which is time stamped the day I returned the keys. The woman I gave the key to was a plus size white female who also advised it was 6-7 other move outs and mine was last she had me to write my forwarding address on a sticky. When I went back to follow up the next week because I didn’t hear anything the woman told me someone would call I was told then tiarra the property manager was out of the office and would have it done by end of the week. I then returned a week later and it was still not done that’s when I began to email to follow up 

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because: I have every email that I sent and they know I returned the keys on 4/30 other wise I would have been charged on 5/1 for may rent o have attached the video from 4/30 move out. The administration department in that business dropped the ball on my security deposit being returned and they have now done it multiple times. The I totally told me the check went to the old unit that I use to rent from and that they didn’t have a forwarding address then changed the story on multiple occasion. I have attached every email and as of today still 

  It says in tiara email I didn’t reach out until the 9th clearly I was emailing staff and going in to the office physically and I didn’t receive anything I message them on the 7th to follow up on the walk through and the move out that was done the week before. The day I turned in my keys there new admin was getting a walk through and when I explained that was confirmation of when I came I even went back multiple time to make sure everything was done . Once I seen how unorganized the staff was I started to email to have confirmation. So even if 5/7 was the date they got everything it’s now 7/3/24 why haven’t I received it as of yet. They dropped the ball and will not accept responsibility for the mishaps I did as I was told and I have the video showing when I recorded which is time stamped the day I returned the keys. The woman I gave the key to was a plus size white female who also advised it was 6-7 other move outs and mine was last she had me to write my forwarding address on a sticky. When I went back to follow up the next week because I didn’t hear anything the woman told me someone would call I was told then tiarra the property manager was out of the office and would have it done by end of the week. I then returned a week later and it was still not done that’s when I began to email to follow up 
  
  
  
  Sincerely,
  Shanika R*********