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:11/06/2023

  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.

  After renting from Alpine for 2 years I needed to move due to safety reasons (the building was unsecured and gangs had walked in and tagged some walls). I gave my required notice to vacate for 7/15/2023 and received my final disposition letter stating I wouldn't receive my $625 security deposit. I was charged an additional $174 in addition to an extra $50/month for going month to month. Secondly I was charged $27.70 for window crank supplies and $77.50 to replace said cranks. There was zero damage to any cranks and they were intact while I resided there and when I left. I received a bill for paint and labor totalling $895.25 a percentage of which I was charged ($310.53). In my email conversation with one if the property managers if the entire unit was painted, she stated that she didn't know; she wasn't there. Based on Alpine's move-out inspection there were a few areas that required paint touch-ups (I had hung some curtain rods and 2 shelves) but the paint contractor did not charge for repairs. At some point Alpine closed the disposition and all communication with them ceased. During my 2 years there I was a good tenant, paying my rent on time, picking up trash in and around the property. I vacuumed common areas because no one was hired to clean and I stopped due to the carpet in the common areas becoming too filthy. I am requesting a partial refund of my deposit: $310.53 for paint; $174.00 for the additional month to month fee; and $105.20 for window cranks for a total of $ 589.73. The charged for carpet cleaning ($90.27) is fair. I am a middle aged woman, who lived alone and I cannot comprehend the damage I am charged with.

  Customer Answer

  Date: 11/18/2023

  No I have not received any communication from Alpine regarding my complaint.  Will wait for more information from you (BBB).

  Thank you.

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

   

   

  Business Response

  Date: 12/06/2023

  The charge for $174 was a charge that was described in the lease renewal letter and is charged to tenants who choose to continue their lease on a month to month basis. This charge will not be waived or modified for any tenant who chooses to continue the lease on a month to month basis. The carpet cleaning charge is a charge that is also described in the lease agreement and will not be changed. The window cranks were damaged and needed to be replaced. The charge was for materials and one hour of labor. This is a reasonable charge for this repair and will not be modified. We have had multiple discussions with our tenant about the painting and cleaning costs. These charges are reasonable for this apartment when comparing the move in inspection, which mentions that the unit had all new flooring and paint in the unit, to the move out inspection. Only a small portion of the painting and cleaning costs were applied to the move out charges. We have replied to the original security deposit dispute on several occasions including emails sent on September 21, September 25, September 27, October 2 and October 4.
  Thank you!
  

  Business Response

  Date: 12/06/2023

  I have tried to attach the move in inspection also and it will not send. Is there another way that I can get it to you?

• Initial Complaint

  Date:05/26/2023

  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.

  On 4/12/23 we ended our lease with Alpine Property Management for *** * ****** *** ***** ***** ** *****. On 4/18/23 we received a document stating the damages and repairs that need to be done to the home but that they weren’t saying they were caused by us and they had 45 days to tell us what were actually our damages that weren’t there prior to move in and the amount owed. Today, 4/24/23 we received a document stating we owe them $****** for damages. In addition to it being past the 2 week time period they legally have to provide the amount owed it also includes charges for things that weren’t even on their initial disposition. Who is to say those damages were even ours with that much time between. Also, we left the house in much better condition than when we had moved in. I had sent through to the ***** ****** Consumer Protection Agency explaining the situation and that law 43-32-24 was not being upheld. Which states they have 2 weeks from the end of the lease or receipt of forwarding address to provide the amount withheld/owed for damages. (I had given them the forwarding address on 4/6/23). Today, I talked to the attorney generals office who said she can see through my documents where I was not given the information per the law within the 14 day period and that they sent a letter to Alpine on 5/10/23 regarding the law and have not heard back from them as of yet.

  Business Response

  Date: 05/30/2023

  Hello, 

  Attached is the cover sheet that has already been submitted to the ***** ****** Division of Consumer Protection in regard to Ms. ********* complaint. There was no security deposit collected from Ms. ******* as she obtained an insurance instrument in lieu of a deposit from *****. The 14 day time period was met as Ms. ******* indicates in her complaint that she moved out on 4-12-23 and she received her 14 day notification on 4-18-23 (attached) as outlined in ***** ****** law: Codified Law 43-32-24 | ***** ****** Legislature (*****************) . All security deposits are returned based on comparisons to move in and move out inspections and attached is the final disposition letter regarding the move out charges. Please let us know what questions you have, thank you.

  Alpine Property Management

  Customer Answer

  Date: 05/31/2023

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

  Regardless of what was used for the deposit, the law states you are to provide the specific reasons within the 2 weeks which was not provided.  This is what the law states.  Anyone could have gone into the home within the 40 days which is why the law is in place.  The home was left in much better condition than when we moved in.

  the Law also states: failure to provide the written statement and itemized accounting required by this section, shall subject the lessor to punitive damages not to exceed two hundred dollars.

  Sincerely,
  
  Kayla *******

  Business Response

  Date: 05/31/2023

  There was no security deposit collected from this tenant as she obtained an insurance instrument in lieu of a deposit from *****. The 14 day time period was met as the tenant indicates in her complaint that she moved out on 4-12-23 and she received her 14 day notification on 4-18-23 as outlined in ***** ****** law: Codified Law 43-32-24 | ***** ****** Legislature (*****************) . All security deposits are returned based on comparisons to move in and move out inspections and then final disposition letter is sent regarding the move out charges. All supporting documentation has been provided to the tenant and the BBB and there is nothing further to add. The tenant has their own interpretation of ***** ****** Law that differs from the interpretation of ***** ****** Law as set forth by our attorneys and there is nothing further to discuss on our end as all obligations and documentation have been provided. 

  Thank you
  

• Initial Complaint

  Date:04/17/2023

  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 a apt from Alpine Property Management ** *** * ****** *** *** * ** ***** ************* from 02/06/2022-20/28/2023 and I vacated the apt on 02/28/2023.They sent me a bill on 04/07/2023 for $****** saying it was for painting and painting supplies for the apt walls and for carpet shampooing but yet while I was renting from them and they did inspections on the complex they said I kept my apt so clean and tidy.I am attaching photos of the apt after I cleaned it and moved out.I would like to Be refunded at least some of my money I think this is ridiculous and it’s the landlords job to paint and shampoo carpet after a tenant moves out anyway.

  Customer Answer

  Date: 04/17/2023

  more pics from when I vacated the apt

  Business Response

  Date: 04/17/2023

  The lease states: "Cleaning charges may be deducted if the rental property is not returned clean, including appliances and carpet. Other necessary repairs, painting or damage charges may be deducted from the deposit. If Property Manager or Owner must perform painting, carpet cleaning, or other cleaning within the initial lease term the tenant will be responsible for the costs incurred."

  The total cost of the unit turnover was $***** and the tenant was charged $***. $*** was for carpet cleaning and the remaining $*** was for wall repair, paint, and wall repair and paint supplies.