Complaints

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• Initial Complaint

  Date:08/26/2024

  Type:Product 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 9 August 2024, my family and I transferred from a studio apartment at the can plant #**** to #****. During this week and since, I have been in communication with various management officers from the Can Plant regarding rent paid for #**** and the prorated portion of rent owed for #****. At the beginning of August, I paid a full month's rent for ****. On 16 August 2024, I paid the full prorated rent due for ****, which included a new deposit and the $500 transfer fee. I had previously requested that the prorated amount due for **** be offset by the prorated rent due back to me as a refund of approximately $1400 which the Can Plant has detailed to me in writing. However, this request was denied, and to date I have not been refunded the prorated portion of rent paid on **** and it appears I will not receive it prior to owing yet another full month's rent on ****. Effectively, I have now paid deposits for both units and will pay more than $8000 in rent and services to the Can Plant if I do not receive the refunded portion by September 1st 2024. The Can Plant has said in an email to me that the refund could take ***** days to process the refund which I find to be quite unacceptable, especially considering that they could simply reduce the amount of rent due on the new unit by the amount they owe me in rent from ****. This particular detail in timing of the refund was also not communicated to me in advance of signing the new lease agreement. Any inability of the Can Plant to reduce the rent due to me only highlights a deficiency in their accounting systems and that deficiency should not be deferred to me as the tenant.

  Business Response

  Date: 09/11/2024

  To Whom It May Concern;
  ************ requested an emergency transfer due to unforeseen circumstances, two months into his lease contract in unit #****. He met with the community manager, who agreed to a mid-lease transfer into unit #****. The terms of the transfer were communicated with Mr. ***** which included the transfer fee, new deposit and pro-rate rent for unit #****, prior to reservation of this unit.
  ************ was informed that refund of his security deposit and pro-rated rent for unit #**** would be returned within 30 days of move out. His refund was processed and ready for him in the Can Plant ************** on Sept. 5th, 2024. (this is also outlined in his lease agreement, Pg. 2, Para 5):
   
  Mr. ***** refund was hand delivered to him in the Can Plant ************** on the afternoon of Sept. 5, 2024, we believe this issue has been resolved.
  Please let us know if any further information is required.
  Sincerely,
  The Can Plant
  
  

  Customer Answer

  Date: 09/11/2024

  Complaint: 22195834
  
  I am rejecting this response because:

  To Whom It May Concern,
  I appreciate the factual clarification provided in the Can Plants response. While I acknowledge that the terms of the transfer, including the associated fees and pro-rated rent, were eventually communicated to me, I believe the handling of payments and refunds during this process highlights an inefficiency in the system.

  
  The timing of payments required for the new unitprorated rent due on August 16th and the full rent due on September 3rdcreated a financial burden, as I was expected to promptly fulfill all payments before receiving the prorated refund for my previous unit, which was delayed for more than four weeks. Despite the accommodation of the emergency transfer, this system essentially required tenants to advance payments while waiting for their refunds, which is not an efficient or tenant-friendly process.

  
  It would have been more equitable to allow for the refund amount to be deducted or credited against the payments due for the new unit, thus reducing the financial pressure on tenants. By not permitting such an adjustment, the process seems one-sided, expecting promptness from tenants while not offering the same in return for refunds. This creates an unnecessary strain, which could easily be avoided with more streamlined coordination between payments and refunds.
  I do appreciate that the refund was ultimately processed, but I feel the policy and procedure in handling such cases could be improved for future tenants.

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