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:10/20/2022

  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 apartment..*** ****** ** *** ********** ** last Sept from ******* via watching a video. Gave notice in August 22 that I would be moving 9/30/22 end of my lease. I also sent them a certified letter return requested if notice to move they sent it back.I cannot feta anyone to notify me if pet deposit 250 and damage deposit 645 when I can expect it refunded to me. Also they charged me 50 a month pet fee...the lady upstairs gas a dig and she has never gad to pay deposit ir charged monthly pet fee..I believe this us discrimination.
  I am a retired senior citizen and really need the deposits as on a fixed income and with.i flatiron can use for food and utilities. I have pictures.
  Please help me remedy this...the apartments are in Wful shape and there is zero communication.
  Thank you,
  ******** *****

  Business Response

  Date: 11/03/2022

  Good afternoon, There appears to be a considerable amount of misunderstanding. I would like to clear this up since the phone conversations that we had did not resolve the issue. The tenant, ******** *****, did vacate the property at the end her lease on 9/30/2022. She left the property in good condition and the moveout disposition stated as much. ******** is receiving a full refund of her $645.00 security deposit. In Virginia, the landlord has up to 45 Days to release the security deposit or remaining balance of the security deposit back to the previous tenant. We released the funds back to ******** on October 22nd, directly to the bank account that she provided in her notice to vacate the property. We just found out that her payment was rejected either by her bank or the account information that was provided was incorrect. The computer application moves the money into the account without any physical input from another person and therefore the error was not on our end. I have included a screenshot of the notice we received. We have now been forced to mail her a paper check. As far as a "pet deposit", there never was one. I have included a screenshot of the lease terms where it clearly states that the $250.00 initial pet payment was a "Non-Refundable, one-time Pet Fee: $250.00". This was never an amount that would have been refunded. The tenant upstairs having a dog is not something that we have any evidence of. That tenant indicated on their lease that they do not have any animal, and we have not seen a dog during the several visits to her apartment this year. If it does come to our knowledge that she in fact does have a dog, then she will be charged an initial pet fee and monthly pet rent. Sincerely, Derbyshire Real Estate

  Customer Answer

  Date: 11/16/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I moved out at end if my lease 9/30/22. It has been over 45 days and they have NOTsebt my rental depositof $645.00. I have an email from them stating I am to receive this refund. I have called repeatedly with no response. I am legally entitled to this and they are clearly in violation if Vurginia law. I am a senior citizen on restricted income. Please help me recover what is owed to me.
  
  Regards,
  
  ******** *****

  Business Response

  Date: 11/16/2022

  ********,I am sorry that our response did not help you understand the predicament that we find ourselves in. Attached to this message you find a screenshot of the email we received on October 31st concerning your deposit return. Your deposit return was sent to the bank account that you entered into the automated system. Your bank account information was either entered incorrectly or the bank account is no longer active. You should have received notice from the program that money did not enter the given account and to correct the issue for another attempt. We have not received any notice that your account information has been corrected.Since we have not received corrected account information, we are going to issue a printed check. We will put it in the mail today to the address you left on file for forwarding.  Have a good day,Derbyshire Real Estate