Complaints

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• Initial Complaint

  Date:02/12/2025

  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.

  1 year lease for my son, ******* Last payment was **** **** with move out middle of ****
  ******* moved out and then I went back to Auburn to the apartment and cleaned his room, bathroom, closet. 2 of the other 3 had moved out already and the 3rd moved out with his mother cleaning for him as well.
  ****** **** received what seemed like a Standard letter to ALL residents that I owed $190 for paint and cleaning fee, I replied and provided my Cell phone and my rebuttal that I had cleaned personally and the apartment was left cleaner than the Day we moved in. I had also sent email on MOVE IN day regarding the state of the Apartment when we moved in.
  **** sent another email inquiring and received a standard response that emails were worked first in and it would take time,
  **** I sent another email
  **** Got another bill notice and I sent another Email
  ***** I sent another email
  After the first of the year I received a phone call from a collection company and I explained that I had been waiting to hear back from the Apartment company.
  I now see a Derogatory and Collection item on my credit report and THAT IS NOT OKAY!!!!
  ******* - Finally got someone on the phone at the Apartment complex and asked for manager, manager not here, can they help, explained situation and they said.... It is in collection company and we can't do anything. I then said I would like to speak with someone from the leasing company and get this resolved. Left my name and Phone number again.

  Business Response

  Date: 03/13/2025

  When we were made aware of Ms. *****'s communications, we let her know that we are deeply apologetic for missing her emails. During move-out, we were in the process of transtioning to a new Property Management software/communications system. During that adjustment period, it seems that for some reason Ms. *****'s communcations did not come through as normal and were regrettably missed. Once we found her communciations and re-reviewed *******'s account, we provided Ms. ***** with a more detailed explanation of the charges, including inspection photos, lease terms surrounding move-out expectations, etc. At her request, we also re-reviewed *******'s Move-In Condition Form. All of these items are attached above. Although we are again sincerely sorry for the delayed communication, all of *******'s charges were substantiated and determined to be in accordance with his signed lease agreement. 
  In addition to the lease terms which all residents agree to as part of their legally binding lease agreement, we also send out communications prior to move-out to both residents and guarantors which outline move-out expectations, what we look for during inspections, potential charges, etc. We try our best to communicate with every resident exactly what they should do at move-out so that they can avoid any charges as much as possible. While Ms. ***** states that the apartment was cleaned, unfortunately we did have to send in vendors to properly clean the space to make it lease compliant. We also had to completely paint the apartment, despite the lease requiring resident to return all surfaces to "like new" condition, including walls. The blinds in the living room were also damaged. None of these items were listed on *******'s Move-In Condition Form, meaning that we can only assess their condition at move-out, as we explained to Ms. *****. While she asserts that we should not expect an 18-year-old to understand contracts, Move-In Condition Forms, etc., the vast majority of our similarly-aged residents do comply with their contracts. Additionally, as his guarantor and guardian, Ms. ***** signed the lease alongside *******, and had access to all of the lease terms and information as well. Additionally, she states that she was present at move-in, during which Move-In Condition Forms are explained in detail. Unfortunately in these circumstances, all we can do it lead a horse to water.
  We let Ms. ***** know that since the charges are substantiated, and are in accordance with *******'s contract, all she would need to do it pay the balance owed in order to restore her account to good standing. As soon as she does that, all collections issues should be resolved.

  Customer Answer

  Date: 03/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did have ******* complete a move in form however things like the blinds and paint was already in poor condition.  I feel like this business completely took advantage of us and saying they are sorry for missing 5 emails is not acceptable. This company is a joke and I believe they totally intend to do this to students when they move out. 
  I am disappointed in this company but do acknowledge we signed their lease paperwork.  I wish they had sent the move in document to me as well so I could have guided my 18 year old son on how to complete it.  
  I also sent an email after we moved in saying the apartment was not live in ready and this company completely ignored that as well. 

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