Complaint Category: Improper collection practices
Complaint: Company claimed damages totaling greater than damage deposit, required additional payment & didn't take action at request of tenant to resolve issue.
Campbell not only withheld entire $400 damage deposit on a unit in near-perfect condition at end of lease on September 30th, but also charged an additional fee for costs of $81.99. When this was disputed, company assured former tenant that balance would not be sent to collections while in dispute. Company was unreachable and unresponsive, once even referring to the wrong tenant's information while "working toward a resolution." Former tenant went through a minimum of three different employees and called no less than ten times to resolve issue, was finally told it was being handled by ********, who said she would review the account and see what could be done. Former tenant, after a month of attempting to deal with this, trusted that the employee would get back to the tenant about the outcome. Former tenant received a notice of collections in the mail about 1 1/2 weeks after this, and when calling to discern what happened, was informed by ******** that there was nothing she could/would do and that the account went to collections accordingly. When asked why she did not call back, ******** said that she wouldn't have called unless the decision was different. Now former tenant's account is in collections and owes for damages unknown, as apartment was in excellent condition when lease was terminated. It is a fact that this company does this to former tenants on a regular basis, as former neighbors have complained of the very same issues with Campbell Properties, and more specifically Keeneland Village.
Initial Business Response
Campbell Properties would like to formally apologize to Tenant for any lack of communication that may have been dealt with during a large transition period within our company. We have since attempted to contact Tenant by phone to apologize, but Tenant could not be reached.
As for move out charges: Tenant was charged Apartment Cleaning, Carpet Cleaning, and Painting on their move out. These were charged for the following reasons:
Apartment Cleaning: Tenant left the apartment fairly clean, but left a few areas in the kitchen and bathroom that needed cleaning. This resulted in a charge of $40 for cleaning.
Carpet Cleaning: Per Tenant's lease, they are required to have the carpets professionally steam cleaned upon move out. Tenant did not follow this term in her lease, and thus Management had to have the carpets cleaned, which resulted in a charge of $101.98.
Painting: Upon Move-in, no remarks were made regarding the condition of the walls on Tenant's move-in report. Upon move-out, Painting Vendor noted 2 major patches and 30-40 nail hole patches. As this appeared to be above and beyond normal wear and tear, the tenant was charged $340.
Upon calculating interest and the deposit credit, our accounting department calculated a bill to the tenant of $80.99. Campbell Properties is willing to waive the additional $80.99 that was billed to Tenant after the security deposit, but it appears that all charges were fair and true.
We again would like to apologize for any inconvenience caused during our transition period, and will remove Tenant from collections immediately.
Complaint Response Date bumped because: Holiday
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was patched on the walls of the apartment. This is an outright falsehood. We did not have "major patches" nor damage that would require patching. We also did NOT put "30-40 nail holes" in the wall. It is also completely beside the point if we did (which again, to be clear, we did not), because ********* repaints every single apartment when a tenant leaves. It seems that their practice is to impose this cost on the outgoing tenant, and then reward themselves with a credit toward themselves. The fact that they repaint every single apartment when a tenant leaves was stated to me outright upon touring the building, by the landlord, *****, himself. Nothing that I could have done or not done in that apartment would change the fact that the walls were painted. God himself could not have stopped those walls from being painted. Therefore, I left them in fabulous condition, they were repainted regardless, and I was made to cover the bill. Your idea of cleaning left to be done was pointed out to me by the landlord during our closing walk-through... there were dust bunnies behind the fridge. While a refrigerator is certainly as easy for a 100 lb girl to move as say, the empty box it came in, I inexplicable had difficulty with that one. Go figure. As for the apology, thank you, but does a changeover in staffing explain the ineptitude of pulling up the wrong tenant's move-out paperwork during my attempts to resolve this, or the epic rudeness of ********, as well as her complete indifference to the fact that my account was sent to collections after reassurances that it would not be during the resolution process--without an apology or the slightest change in the inflection of her voice? All of this is unsatisfactory, and it does not boil down to my word versus theirs, I have photographic evidence of the condition of the apartment. I also have the vastness of social media stating that Campbell Properties makes this practice the norm with their hapless tenants, who trust this company to provide them with a home, and find instead that they've been taken advantage of. Dishonesty will not stand.
Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.