Complaint Category: Failure to substantiate charges
Complaint: I moved out late Tuesday night, the 13th and drove all the way to West Linn to make sure they had the keys when they opened on the 14th. therefore I shouldn't have been charged through the 14th for rent. At a pro-rate of $35.48 per day, that would have brought the total to $461.24. Adding the $50.40 late fee would have been an amount of $511.64 rather than the 549.40 charged. $37.76 should be refunded.
They are inaccurately charging me for $102.88 for what they say is "garbage removal" They admitted via email to removing (essentially stealing) my yard waste can from the street and putting it into the garage for over 24 hrs where I nor the garbage company had access to it. They did not alert me to the fact that they removed my property that I was paying for from the street either. I paid for the garbage company to empty this can and take this can back as I discountinued my service. This can was removed from the street so the garbage company was not able to do this, and they are also charging me $55.00 for the can not being returned. All of this was detailed in the bill I sent PPI. PPI admits via email that the yard waste can that was at the time, my property that I was renting from the garbage co, they not only took from the street, they gave to the new tenant, and it is my responsibility to tell the garbage company that the new tenant has it and to "not charge me for it" Which the company is not required to do since they can't prove that the new tenant even has this yard waste can. I should be reimbursed for the $55.00 charge that I'm having to pay the garbage company and they should work out getting the $55.00 back from the new tenant, who can have her bill reduced with the garbage company if she decides to give them back their can.
I was paying for the garbage service, NOT the HOA, nor the Owner or the Property Mgmnt company. when you cancel Garbage Service, they will NOT come out the day you want them too, to pick up the garbage and cans, they will come their normal day of service. For my street that was every Thursday. So I moved out Tuesday the 13th, put the garbage and cans out then on the street, but it would be there until Thursday the 15th. The garbage company gave me 2 recycling cans in error, and I TRIED to get them to pick them up numerous times in the 5 years I lived there, but since they always said they "didn't show I had two" so they never would. I don't trust them for that though, so I wanted to make sure I put both out so they wouldn't try and charge me for one of them. (valid, since they are doing this for the yard can "not returned") The space between the houses is very small and I had 2 huge recycling cans, my garbage can, and the yard can out. I put out my broken vacuum next to the yard can, and put the extra 6 sm kitchen garbage bags on the lawn. Plus the boxes I broke down for recycling on the lawn as well. The Garbage Co. came as scheduled Thursday, collected the cans and my extra 6 bags and recycling and charged me for this service. I sent the bill to PPI showing that they were the ones to take my garbage, not their worker, who says he came out and removed garbage on the 16th per their breakdown they sent to me.
The prop mg co is trying to say the yard can was "blocking the driveway" (which was not accurate, because I pulled my car out of the garage when I was done to leave) it violated HOA regs and they moved it into the garage and they are also trying to say they moved some garbage into the garage as well. They did not notify me they removed my property from the street and subsequently charged me $108 for what they say is for emptying the half full yard waste can that they put in the unaccessable garage and for garbage they "say" they took FROM THE STREET and also put into the garage.
The garbage companies bill shows the 6 bags that were picked up and the vacuum. That was ALL that was left next to the cans. It was my property that was on the street (since I was paying the service up until Thursday as my bill reflected) and they literally stole my property and moved it to where I, nor the garbage company, could not access it. Hence why I'm being charged $55 for the Yard Waste Can they moved into the garage (essentially theft) and gave my rental proprty that was not theirs (and technically not even mine!!) to "give" to the new tenant.
I sent them the garbage bill to prove it, and they are saying they are not going to give me my $102.88 back. I sent them a dispute to their claims, and they ignored them.
Initial Business Response
We received an email from our customer in regards to charges against her security deposit at 9:30am on 9/13/13. Upon receipt, we replied to our customer's email and informed her that we were reviewing her concerns and would contact her shortly with a full explanation. The concerns of our customer were as follows:
1. She was charged $102.00 for debris removal, however, she asserted that she had left no debris.
2. She was charged $55.00 by her waste management company for a yard debris container that was not returned. She explained that she had left the yard debris container on the street in front of the curb before she left the home. She provided a copy of the bill for the yard debris container.
In response to her concerns we reviewed all of our documentation relating to the disputed charges. In addition, we reviewed photos taken during the move-out inspection and interviewed multiple staff involved. Upon review, we determined that the yard debris container and additional debris had obstructed the driveway. The employee that conducted the move-out inspection stated that the debris blocked access to the driveway and she moved the yard debris container and additional debris to the garage. The home is located in a community with no street parking. The homes here are attached row homes with very little space between neighboring driveways. The employee felt that the garage was the only adequate space to move the items to. Upon leaving the home, the employee deemed it necessary to not return the moved items back to the street. Additional staff and vendors would need access to the driveway during the turnover of the home for new tenants. This resulted in the yard debris can not being at curbside for pick-up by the waste management company and our customer was billed accordingly. It also resulted in the removal of the debris in the garage by PPI staff and was billed to our customer accordingly.
Upon reviewing all of these items our customer was contacted via email at 11:09am on 9/13/13 and informed that based on the information, PPI decided to decline her request for additional refund. The email left the matter open for our customer to respond with additional questions. Our customer responded with three separate emails throughout the day on 9/13/13. The first two provided additional comment on the two primary concerns of our customer. The third email stated that she was incorrectly charged for rent through the 14th of August. The customer asserted that she moved out on the 13th. The PPI employee responsible for handling her concerns was out of the office during the afternoon, but responded to our customer's additional emails at 6:28pm on 9/13/13. The email explained that the employee would review the additional information our customer provided and contact her with an additional response to her concerns on 9/16/13.
Prior to PPI's start of business on 9/16/13 our customer emailed to inform us that she had filed a complaint because her emails from 9/13/13 were not returned. However, as stated above, our customer's emails were answered in a timely manner. The employee responsible for handling our customer's concern attempted to call the customer by telephone while out of the office on Monday, but the mobile number provided to us by the customer was no longer in service.
On 9/17/13 the matter was reviewed by senior management and PPI came to the following determination in an attempt to satisfy our customer's concerns:
1. A refund exceeding the customer's request was approved. This including amounts for debris removal and pro-rated rent. The amount was in excess of the customer's request because the actual pro-rated rent was greater than her estimation.
2. PPI would work to ensure that our customer's yard debris container was returned to the waste management company. This was in an effort to resolve the fee charged to her the missing yard debris container.
This information was emailed to our customer at 2:04pm on 9/17/13 with a request that she confirm it met her approval. At 2:09pm on 9/17/13 our customer approved that we had satisfactorily resolved her concerns. Her approval was contingent on our success with resolving her concern with the yard debris container fee charged by her waste management company.
We resolved the yard debris container fee from her waste management company on 9/19/13 and she has been issued a refund from that company. She has confirmed on 9/20/13 that we have resolved the matter to her satisfaction.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.