Complaints

This profile includes complaints for Holland Partner Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Holland Partner Group

  808 Washington St Ste 500 Vancouver, WA 98660-3577

• 

  Holland Partner Group

  6710 NE Vinings Way Hillsboro, OR 97124-7964

• 

  Holland Partner Group

  1525 9th Ave Seattle, WA 98101-0900

• 

  Holland Partner Group

  1001 Minor Ave Seattle, WA 98104

• 

  Holland Partner Group

  1287 Westlake Ave N Seattle, WA 98109

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:05/18/2024

  Type:Customer Service 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.

  my experience with "Hallasan in **********" filled out application after being on waitlist for 2 years through "rent cafe" affordable housing ***** sales agent contacted me after to ask for all documents finally he said okay your done on our side I was approved by apartment. I was so happy. However, the process was slow and had to turn in documents several times over and over they wouldnt help explain how to fill out forms denied in person consultation..They asked for wet signatures scanned paperwork etc. and they contact my job and make them fill out forms saying i was applying for affordable housing wich i did not care for my job to know that information but i went ahead and allowed them to do what they needed .To make matters worse, I was switched around to different people at ****** Enterprise, a third-party agency hired by ********, to get approved by the city." ****** has horrible reviews online, and from the beginning, they were uncooperative and unhelpful rude and unresponsive. It was clear that they were not interested in helping me or providing any assistance.Despite my efforts, the process was slow and confusing, and I was transferred to multiple people I was asked to provide additional information multiple times and was never given a clear explanation of what was needed. The final blow came when I was told that "unfortunately, we have to deny your application" by ******* ,after I had already completed all the necessary steps. I felt discriminated against and confused by the sudden reversal.To make matters worse, I contacted *****, the program administrator, multiple times to ask questions and seek clarification. However, nobody would answer my calls or return my messages. It was like they were ignoring me. Even bought the renters insurance they required, I had apartment picked out and put ahold deposit but they still switched apartments 3 times and kept moving my move in date foward. They never made it to the city to finalize the application. They refused to provide city info.I would appreciate it if you could investigate this matter further and take action to ensure that ******** and ****** Enterprise adhere to fair business practices. Spoke with **** Trainer at Holland manager 2 weeks ago he said he would see what was going on and he would call me back . No call message or voicmail. Why would they write this on ther web sight if its not trueI am writing to file a complaint with the Better Business Bureau (BBB) regarding my experience with Hallasan in **********. I applied to rent an apartment at their complex in [Year] and waited for 2 years before finally getting approved. However, the process was slow and confusing, and I was asked to provide random paperwork and complete weird math problems.To make matters worse, I was forced to work with ****** Enterprise, a third-party agency hired by ********, to get approved by the city. Solari has horrible reviews online, they are uncooperative and unhelpful. When I mentioned the apartment I was interested in, they told me I wouldn't qualify right away because I needed help from the city. It was clear that they were not interested in helping me or providing any assistance.Despite my efforts, the process was slow and confusing, and I was transferred to multiple people at ******. I was asked to provide additional information multiple times and was never given a clear explanation of what was needed. The final blow came when I was told that "unfortunately, we have to deny your application" after I had already completed all the necessary steps. I felt discriminated against and confused by the sudden reversal.I also bought the renters insurance they required, but they refused to take the first month's rent and deposit. They never made it to the city to finalize the application. It's like they were playing games with **** would appreciate it if you could investigate this matter further and take action to ensure that ******** and ****** Enterprise adhere to fair business practices.Specific Complaints:Misrepresentation of affordable housing Slow and confusing application process Lack of transparency regarding requirements Unresponsiveness from ****** Enterprise Discrimination based on my background and circumstances Uncooperative and unhelpful behavior from ****** Enterprise Failure to provide clear guidance or explanations Refusal to take rent and deposit despite payment of required documents Ignoring of phone calls and messages I would also like to point out that ****** Enterprise has a long history of poor customer reviews and ratings. It's clear that they are not interested in providing good customer service or being transparent about their processes.California Law Relevant to this Complaint:California Civil Code Section 1710 states that "A person who is injured by the wrongful act or neglect of another may recover damages therefor."California Civil Code Section 3343 states that "A person who is injured by the wrongful act or neglect of another may recover damages therefor, including exemplary damages."I believe that ******** and ****** Enterprise have engaged in wrongful acts and neglect that have caused me harm and injury. I request that you investigate this matter further and take action to ensure that they are held accountable for their actions.Thank you for your time and attention to this matter.Specific Complaints:"Misrepresentation of affordable housing Slow and confusing application process Lack of transparency regarding requirements Unresponsiveness from ****** Enterprise Discrimination based on my background and circumstances Uncooperative and unhelpful behavior from ****** Enterprise Failure to provide clear guidance or explanations Refusal to take rent and deposit despite payment of required documents Ignoring of phone calls and messages I would also like to point out that ****** Enterprise has a long history of poor customer reviews and ratings. It's clear that they are not interested in providing good customer service or being transparent about their processes."California Law Relevant to this Complaint:California Civil Code Section 1710 states that "A person who is injured by the wrongful act or neglect of another may recover damages therefor."California Civil Code Section 3343 states that "A person who is injured by the wrongful act or neglect of another may recover damages therefor, including exemplary damages."I believe that ******** and ****** Enterprise have engaged in wrongful acts and neglect that have caused me harm and injury. I request that you investigate this matter further and take action to ensure that they are held accountable for their actions.Thank you for your time and attention to this matter.Looking foward to continuing my application with someone who understands the laws and equal rights. fair resolution.

  Business Response

  Date: 05/28/2024

  Good Morning,

  Thank you for your patience while we reviewed your claim. A member of the team will be reaching out today to discuss in greater detail. We appreciate you taking the time to share your experience with us and look forward to achieving a positive resolution.

   

  Best,

  Holland Partner Group.

   

• Initial Complaint

  Date:04/18/2024

  Type:Order 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.

  I pay $2405 per month to live in an apartment run by Holland and they refuse to hold up their end of the lease agreement regarding handling cases of extreme noise and harrassment by another tenant causing sleep loss, stress, and mental health degradation over the past 7 months. Because of this unending stress, my nerves are shot, I grind my teeth and am woken up constantly in the middle of the night due to the sounds of a tenant who is unwilling to live peacefully among others. I had to purchase noise cancelling headphones just to find peace in my own apartment. I have to wear them at all hours that I am awake and home. I often have to wear earplugs to block out the noise while I sleep. I have reported the abuse several times both in person and in writing. I have filed reports with the local security company, as it was advised to do by Holland. I have kept logs of the instances as well as recorded videos of multiple instances, as it was advised to do by Holland. Holland is aware that the other tenant is now acting in retaliation to the complaints - creating extreme and undue noise at all hours of the day. The most recent response that I received was that Holland is only able to handle after-hours noise complaints, to which I requested information on how they would then handle this matter as I have filed several after hours noise complaints regarding this same tenant. I have been met with no response from Holland after 4 days. The only way I can escape from this constant stress is to break this lease for which Holland wishes to charge me over $3600. I argue that this lease has already been already broken by Holland, and I no longer wish to pay for a good/service that is not being provided per the details of the lease agreement entitling all residents to a safe, secure and comfortable residence. I am requesting the Holland release myself and all parties on my lease to pursue peace elsewhere without draining my savings to do so.

  Business Response

  Date: 05/02/2024

  We understand the process can feel slow when you are uncomfortable in your home and have notified management.  We do not share how we are addressing noncompliance issues or any circumstances of other residents to protect their privacy.  Additionally,residents all live differently.  Outside of quiet hours, there are differing ideas of what disruptive noise is to each home and the explanations of normal living noises.  At this time, we did not find evidence of retaliation and could not corroborate your complaints with our courtesy patrol. 

  
  In situations where a resident is uncomfortable and needs a swifter resolution, we offer a transfer with no fees or additional cost.  We have homes available if you would like to reconsider that option.  We have a responsibility to be fair to all residents and one guideline is to follow the lease agreement terms including the option to terminate a lease early and the cost associated with that option. 

  
  Please feel free to reach out to me directly to discuss your concerns further at ************.  

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/26/2024

  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.

  I moved into ***** property in April 2023. At the time, my son and I were living together and we needed a 2 bedroom. My son has Autism and has a part time job and get SSI for assistance. I got sick and fell behind on my rent. I have been using my retirement to help and dI have been told that I qualify for housing assistance through the ******** State program. They are just behind in getting me a case worker . So I got the $11,159.94 from my retirement to prevent an eviction. I had asked previously about moving to a 1 bedroom but I was told that I would have to break my lease and pay $400 for a transfer. More money and I am living paycheck to paycheck. The 2 bedroom was $2200. The one bedroom is $1689. I received an email stating that the policy below is a part of Holland Partner Property group. But it is by Compass. I would just really like to know if this is really a Policy of Holland Partner Property group or was I just given something to leave the property. I do not think I have been a bad resident so I am not understanding why I am being treated this way.

  Business Response

  Date: 03/08/2024

  Dear Resident,
  
  I am the Regional Manager for *****************. I received your questions/concerns and hope to clarify the requirements for gaining approval for an inter community transfer.To qualify for an onsite transfer, onsite transfer requirements are as follows
  1. Income Requirements will need to be verified and approve to secure the new lease. Credit and Criminal will not need to be rescreened.
  2. Current pricing and available lease terms are to be followed for the new unit. Transfers will not be eligible for concessions that are offered to new prospects.
  3.Residents must submit written Notice to Vacate. This notice must include the intention to transfer within the property and the apartment they are requesting to transfer to.
  4. Account balance must be in good standing with no lease violations that have not been cured to be approved for transfer. Account history must be in good standing with no more than three late payments and/or one Non-Sufficient Funds within the last 12 months.
  5. Residents will be required to submit a holding deposit to secure the new apartment home upon application approval.
  
  
  As long as you meet the requirements above, an onsite transfer would be approved. We appreciate your residency and would love for you to continue calling ***** home.  If you have any questions, please contact me directly at ************.
  
  Sincerely,
  
  *****************
  Phone:************

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair 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 have been a tenant of ***************** apartment building in ******, ** managed by Holland Partner Group since March 2023. I live on the 7th floor and signed my lease and accepted the current rent of $3,839/month and parking fee of $150/month based on there being two working elevators to get me to my residence and to my vehicle. Since early October 2023, one elevator has broken leaving the entire building with only one. This has caused a daily inconvenience in wait time and potential health issues as the elevators have been more crowded during flu and COVID season and during an airborne dog illness (both of which I feel I was impacted by). Until December 2023 this is been the extent of the issue. In December 2023, the only other working elevator stopped working randomly throughout the week. One of these instances happened as I returned from a trip which forced me to climb nine flights of stairs (from the parking garage to the 7th floor) with multiple bags of luggage. Another instance resulted in my dog relieving himself in the stairwell because the elevator was broken again. This issue has evolved from a major inconvenience to a potential breach of contract and legal issue which I am exploring. I am requesting that rent since October 2023 be adjusted to a price that I would have paid for my unit and parking with one working elevator, and the rent since December 2023 be adjusted to a price that I would have paid for my unit and parking with zero consistently working elevators. I would have paid $2,500 for my unit and $50 for parking with one working elevator, and $2,000 and $0 for my unit with zero consistently working elevators. The difference for October 2023 and November 2023 is $2,678 for rent and $200 for parking. The difference for December 2023 and January **** is $3,678 for rent and $300 for parking. The total I am requesting in a refund is $6,856.

  Business Response

  Date: 01/11/2024

  To Whom It May ********
  
  Holland Partner Group does manage the property in question;*****************, located at ************************************************************* and confirms Complainant is a current lease holder of unit #***.
  
  Complainant is accurate in stating an elevator outage occurred starting October 2023. This outage was a result of an outside source from the physical property causing the elevator motor to be damaged, requiring replacement. The motor has been on order since October 2023 with the propertys elevator contractor. This is a substantial replacement with custom order components, most of which involve manufacturing. All other options for repair have been extensively researched, however, the only way to repair the elevator is to have the motor replaced.Repair timeline and replacement of the motor is contingent on the manufacturing process. The propertys elevator contractor has estimated delivery of the motor at the end of January with a two week install process. The elevator outage should be resolved by mid-February ****.
  
  The Complainant is also accurate in stating the property suffered another outage involving the other operating elevator. ***************** consists of two elevators and has been operating with one since October 2023.Last Friday, January 5th ****, the one operating elevator did experience two separate short term outages leaving the property without elevators for a total of two hours on each occurrence. In total the property was without elevators for four hours on January 5th. The responsible parties were dispatched to make repairs for both outages, quickly restoring the elevator to operation. On each occurrence a property wide announcement was sent communicating updates. Holland does not deny Complainants claims of an elevator outage, however, what was failed to be mentioned was the short duration of the outage and the swift response to repair.
  
  The Lease contract was signed by Complainant on February 21st,2023 at 5:29 PM MST. Paragraph 13. DAMAGES, ALTERATIONS AND REPAIRS states:
  
  Owner may temporarily interrupt services as needed to prevent property damage or perform repairs, which will not constitute a reduction in services entitling Residents to an abatement of rent, unless required by law.
  
  By signing the Lease contract, the Complainant agreed to the terms set forth in the Lease. The above details that the Owner is *********** temporarily take services down to make necessary repairs without a rent reduction for distribution of services. It is unreasonable to expect that maintenance issues will not arise in any home, building, or facility. As a result, Holland is engaged in a full-time service contract with a licensed third-party elevator contractor for inspections and necessary repairs.
  
  Alternative means of egress to access apartment homes are provided via stairwells as mentioned in the complaint. Holland recognizes the inconvenience caused by a short-term outage of elevators at the community and the Complainant having to use the stairwell. This was unfortunate timing; however on-site management announced the outage via email, acknowledging repairs were in progress and only anticipated a short interruption of elevator service. Complainant was aware of the outage and was not forced to carry luggage via the stairwell at the time. Holland is not in breach of the Lease contract. Service interruptions of the elevators were not a result of negligence or any wrongdoing by ***************** ownership,Holland Partner Group, its owners, officers, directors, shareholders, members,personal, or insurer(s). The elevator outages were caused by outside sources or general mechanical issues, not in control of any forementioned parties.  
  
  Complainant has failed to contact on-site Holland management directly with concerns. Holland employes a full time, on-site management team to assist and resolve resident issues. Holland admits a prolonged elevator outage and is diligently working to make repairs as timely as possible. All residents at the community are inconvenienced in the same capacity as the Complainant and no other asks of a rent concessions have been received, nor granted to other Lease holders. If a rent concession would be granted it would be in the amount to cover actual damages a tenant suffered. Complainant has not provided any evidence of actual physical or monetary hardship because of the elevator outages. Therefore, any form of rent concession because of the elevator outage will not be granted. The ask by Complainant of a rent concession in the amount of $6,856 is unreasonable and unfounded.
  
  Holland does offer the Complainant an apology for any inconvenience and the promise both elevators will be operational as soon the motor is replaced.Holland would also be agreeable to have a discussion with Complainant to reach an agreement of an early lease termination. Complainant may elect to utilize their right to terminate the Lease based upon The Lease Buyout Agreement (page 51 of the Lease contract).
  
  Thank you,             

  ***************************
  Senior Regional Manager, Residential

  Holland Partner Group
  ****************************************************************************************

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21107346
  
  I am rejecting this response because: the second elevator has been temporarily disabled no less than three times (that I know of) for far longer than two hours with no warning from management. I would accept an early termination of the lease effective February 3rd with no early termination fee to resolve the issue. Please let me know how to proceed.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2024

  To Whom It May ********
  
  The elevator outage is currently being resolved at the time of this response. All repairs are anticipated to be complete by Friday February 9th, ****. The Compliant has given notice to move out as February 10th, ****. The notice was given December 29th, 2023, which is under the 60 days notice requirement. However, Holland is waving the full 60 days requirement, giving more than half of the concession of a waived buy out fee (16 days short of 60 days notice is equal to $2,047 of waived rent responsibility). Complaints lease expires March 19th, ****.As they are moving out early prior to the agreed to Lease expiration date, a lease termination fee equal to one month rent will apply based on The Lease Buyout Agreement (page 51 of the Lease contract).
  
  As previously stated in the prior response:
  
  The elevator outage was a result of an outside source from the physical property causing the elevator motor to be damaged, requiring replacement. The motor has been on order since October 2023 with the propertys elevator contractor. This is a substantial replacement with custom order components, most of which involve manufacturing. All other options for repair have been extensively researched, however, the only way to repair the elevator is to have the motor replaced. Repair timeline and replacement of the motor was contingent on the manufacturing process. Service interruptions of the elevators were not a result of negligence or any wrongdoing by ***************** ownership, Holland Partner Group, its owners, officers, directors,shareholders, members, personal, or insurer(s). The elevator outages were caused by outside sources, not in control of any forementioned parties.
  
  Complainant signed the lease contract on February 21st,2023 at 5:29 PM MST. By signing the agreement Complainant agreed to the terms in the lease contract which includes, Paragraph 13. DAMAGES, ALTERATIONS AND REPAIRS which states:
  
  Owner may temporarily interrupt services as needed to prevent property damage or perform repairs, which will not constitute a reduction in services entitling Residents to an abatement of rent, unless required by law.
  
  Again, it is unreasonable for Complainant to expect that maintenance issues will not arise in any home, building, or facility. Holland is engaged in a full-time service contract with a licensed third-party elevator contractor for inspections and necessary repairs. Holland has diligently worked to repair the elevator as quickly as possible and has done so.
  
  The elevator will be repaired prior to Complainants move out and lease end date. With the repair complete Holland has resolved the grievance brought forth of the elevator outage. As a result, Holland has already satisfied reasoning for Complainant to have the Lease buy out fee waived. Holland is not agreeable to waive the lease termination fee, because the elevator outage will be resolved. Holland has also waived the full 60 days notice requirement to vacate. 
  
  Holland has an additional option to resolve the Complainants ask to not pay the lease termination fee. With the elevator repaired and grievance resolved, Complainant may stay and occupy the unit and fulfill their lease term until March 19th, ****. Holland with consider this matter closed; if Complainant occupies and pays the contractually obligated rent until the end of the lease term or moves out on the already provided notice date and pays the early termination fee equal to one month rent.     
  
  Thank you,
  
  ***************************
  Senior Regional Manager, Residential 
  Holland Partner Group

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21107346
  
  I am rejecting this response because: I gave my notification that we would not be renewing our lease on December 29, 2023 for a lease ending March 19, ****. No early move out date was agreed upon so your math is irrelevant and I have no idea what it has to do with anything.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/04/2024

  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.

  This business filed fraudulent charges against me. I have numerous counts of proof that the charges are not to be made however any time proof is sent to them they simply do not reply and attempt to remedy the situation. They then sent me to collections and still refuse to answer me to fix the problem no matter how often I reach out. They sent charges, refuse to answer when I question them (with proof) and then send me to collections and just ignore any of my attempts to contact them. This is fraud and taking advantage of people. Included is photos of just the most recent attempts to contact but there is numerous others throughout the last 3 months via many different types of communication. Also included is a copy of my ledger having 0 balance.

  Business Response

  Date: 01/10/2024

  To Whom It May ********
  
  Holland denies all claims presented by the complainant regarding fraudulent charges and that we have been unresponsive.
  
  Complainant has provided proof of responses to inquires with the filing of a complaint. Please reference IMG ***** provided. This details responses from Holland on December 14, and two responses on December 15. There was nothing to follow up with in response from Complainant on December 19th as the requested documentation had already been previously provided in earlier communications.The last email was not replied to, as this complaint had already been filed,and response is given here.   
  
  As for the charges of move out on the account:
  
  The lease on the apartment in question is #1-1305 located at ********************** ******************************************************************.
  
  The lease expired July 24th, 2023 and rent was paid in full for the entirety of the month of July. The apartment was occupied until move out date, which occurred August 1st, 2023. As mentioned,the full month of July rent was paid, leaving $0 owed towards rent. Parking was not paid for the additional 7 days of occupancy between 7/25/2023 7/31/2023.Prorated parking was billed at $18.Utility billing occurred two months in arears; at the time of move out utilities for 5/1/2023 -5/31/2023 and 6/1/2023 8/1/2023 were owed for a total of $198.86. Also billed, was $90 for carpet cleaning and $255 for paint and hole patching. A security deposit of $100 was applied toward the final balance owed. This leaves a balance due of $461.86.
  
  Accounting Breakdown (full ledger provided attached to this response):
  $18 parking + $198.86 final utilities+ $90 carpet cleaning + $255 paint = $561.68 move out balance
  $100 deposit applied toward the balance leaving $461.86  
  
  Per the lease contract, we can charge these fees to return the unit to original condition. We agree with complainant that the unit was left in clean condition, which is why a cleaning fee was not charged. The final balance allocation, along with proof of repairs from our invoices was provided to Complainant as proof. Attached to this response are those same documents provided.
  
  The account balance remains unpaid at $461.86 and sent to a third-party collections agency. Complainant was provided with all information to pay the collections account.
  
  As clearly shown here, Complainant has shown no evidence of fraudulent charges or that Holland has been unresponsive. Rather the contrary has been proven as Complainant provided proof of direct responses from Holland, along with all documentation provided here in our response. Currently, Holland considers the account balance as valid and charges are billed accurately, and for cause. Complainant has had every opportunity to pay the balance. Once payment is made, this matter will be resolved.
  
  Thank you,      

  ***************************
  Senior Regional Manager, Residential
  Holland Partner Group
  ****************************************************************************************

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21100963
  
  I am rejecting this response because:
  
  Attached is a photo of our email thread in which I have not received any responses. 
  

  I intend to remedy the situation ASAP but cannot without any response. The utility charges are understandable as I previously stated, however the cleaning fees should not be my responsibility as the apartment was approved as of my move out. There was no cleaning required as of the date of my move. 
  

  An invoice for cleaning long after my move-out and after my inspection is not a reputable source showing that any required cleaning was due to me, as I had already been approved prior to an cleaning that *** or *** not have needed to be done.

  You cannot simply create an invoice for random services and send it to someone claiming they need to pay it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair 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.

  While living at the ************************************************************** maintenance of the apartment building intentionally or unintentionally cause 2 flat tires due to their negligent of leaving screws all over the pavement of an apartment near mine that got renovated..... I emailed the

  Business Response

  Date: 12/13/2023

  Good Morning *****,

  Thank you for taking the time to relay your concern about your tires.  A member of our team will be reaching out for more information regarding your complaint.

  Thanks You,

  Holland Partner Group

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair 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.

  ************************************************************** wiped my $300 deposit for absolutely no reason other to make revenue.I left a cleaned and beautiful apartment with no issue what so ever.Normal wear and tear should not be charged to the tenant.I cleaned myself the entire apartment and made sure it was cleaner than when I enter the apartment.

  Business Response

  Date: 12/28/2023

  Hello *****,

   

  Thank you for bringing this to our attention.  Management has already reversed the cleaning and carpet cleaning charges originally charged at move out as of 12/13/2023 when you first reached out.  Our records indicate this matter has been resolved, however, if you are disputing anything else, please to reach out to a member of the management team.

   

  Thank you,

  Holland Partner Group

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  The apartment complex: Fountain Plaza charged me for late fees when they admitted I was never late. I moved out, paying the amount it said I owed through the resident portal. They continued to harass me and said that I owed them $3,000. I told billing to talk to their leasing office about issues Id had with the complex charging me fees I did not owe and they agreed that I didnt not owe any money. Since then they have not paid me my deposit. I moved out at the end of August 2023.

  Business Response

  Date: 12/20/2023

  After carefully reviewing this account, it appears that there *** be some confusion regarding the late fees and deposit. Our records show that the charges in question are associated with a balance due that accrued due to the resident's miscalculation in the concession credited to the account upon move in. Utilities and parking were not factored in monthly and eventually built up a balance due in addition to not paying the ***** Utilities. Utilities are billed in arrears so all residents would be paying for July's usage on September 1st. Since this resident move out in September, they also received a "***** Utility Bill" catching up on billing for August's usage on September's pro-rated usage as well. None of this was paid by the resident. Since there was a balance at move out, the former resident has not received their deposit back due to the valid balance they are responsible for and the deposit going towards the outstanding bill.
  To provide clarity, we encourage residents to log in to the Resident Portal at any time to access their ledger, where they'll be able to see a detailed breakdown of all transactions and their balance. We are committed to transparency, and we want to ensure that all of our residents have a clear understanding of their financial transactions.
  If there are specific details residents or previous residents would like us to review or if there are further questions, please feel free to contact our resident services team directly. We are here to assist and address any concerns that *** arise.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20970658
  
  I am rejecting this response because: It is a complete lie. All payments including parking and utilities were always paid on time. This can very easily be proven and I have the documents to prove it. This property had no reason to charge late fees, did not have a good reason when asked why they charged them and then had issues understanding their own ledgers. Payments are made through payment portals for this property and there is no way to pay less than what is owed. They never addressed the points I made and instead insisted that I hadn't paid them when the proof was right in front of them in their own records. I helped them further by emailing the ledgers to them and pointing this out. I wonder what other residents they have charged these false late fees to. They owe me for the deposit I paid when I moved in and it is within my right to take them to small claims court if they don't pay. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/13/2023

  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 live at Lydian Apartment owned by the Holland Partners Group since July 22, 2022. I put in my 30 day notice on October 22, 2023. On Oct 18, 2023, ****** sent out a rent/utility statement totaling $3,152.74. I created a cashiers check and gave the property staff the check on November 1st. It came to my attention that the apartment charged me for a full month of rent for November instead of a prorated amount up to November 22nd, my lease end date. I emailed the property manager, who confirmed that I overpaid an amount of $814.20. I requested for them to refund the amount, but they said they will hold onto it until my move out date. On the rental agreement, they only have permission to hold onto my security deposit, however, theyre now also withholding the money I overpaid on rent.

  Business Response

  Date: 11/14/2023

  We have reviewed this resident's account, and as a courtesy, we have reversed the damage and cleaning charges.  We have also notified collections of this reversal.  We apologize for any miscommunication.  

  Thank you, 

  Lydian Management 

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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 reached out to the business via Email to follow up on getting back my $600 deposit, 38 days after moving out of my apartment (#***) at Lydian in *******. Instead of receiving my deposit the leasing company provided a billing statement claiming I owed close to $800 for cleaning, late fees, and other miscellaneous charges. 1. This statement was not provided within the 21 days according ********** tenant laws, therefore I do not owe them anything. 2. I have video proof and receipts that the apartment was left spotless and in good condition enough to receive my deposit back. 3. A breakdown of what my deposit was used for was never provided. 4. How was I charged a late fee for this statement which I didn't know I owed and wouldn't have know if I hadn't reached out to them. And, for a statement that legally they are not owed due providing it well past the 21-day deadline. The company sent my account to a collection agency and my credit score dropped 40 points due to this!I tried contacting them to resolve this many times and they insisted I owed this money, which I do not. I lived at Holland Residential apartments for close to 30-months (Lydian in ******* and Alchemy in *************). Every single time, I paid my rent and utilities to YesManagement on time, every time. This is indicative that I have been a responsible tenant the entire time I resided there. I would like for them to remove this $800 charge from my credit report and have my $600 deposit returned to **** feel that the company directly targets certain individuals (from low to moderate income) because the leasing company knows that we legally cannot do much about a statement like this. If the leasing company says we owe something, we have to pay it, or we risk being sent to collections as they did to me, even when they know these charges are false. I would like their business practices to be looked at very closely, they are scamming many people, not just me.

  Business Response

  Date: 11/14/2023

  We have reviewed this account and, as a courtesy, have reversed the cleaning and damage charges.  The collections agency has been notified of this reversal and will take the appropriate actions.  We apologize for any miscommunication and are glad to have this matter resolved. 

  Thank you,

  Lydian Management