Complaints

This profile includes complaints for Monarch Investment & Management Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Monarch Investment & Management Group, LLC

  2195 N State Highway 83 Franktown, CO 80116-9664

• 

  Westchester Village Apartments

  941 Clubhouse Ln O Fallon, MO 63366-7622

• 

  Canyon Creek Apartments

  4851 Lemay Ferry Rd Saint Louis, MO 63129-1527

• 

  Nantucket Garden Apartments

  27 Joyce Ellen Ln Ste B Saint Louis, MO 63135-2146

• 

  Huntley Ridge New Albany

  2313 Grant Line Rd New Albany, IN 47150-4081

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:02/04/2025

  Type:Service or Repair 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 have lived in these apartments for 5 years and the new management has changed utilities of water, sewage, trash to a total fee of ***** on top of raised rent. Utilities have always been billed by usage, and I have been conservative as one person to keep my utilities well below *****. I spoke with management, and was told they "voted" on doing this. I told them it wasn't fair, or right to charge one tenant for others abuse of resources. If I am wrong in understanding this, I sincerely apologize, but felt the need to do something, if this is a form of taking advantage of tenants. If anyone ever sees this, God bless you, and thank you for what you do!

  Business Response

  Date: 02/14/2025

  Thank you for sharing your concerns. We understand that adjustments to utility billing can take some getting used to, and wed be happy to provide further clarification. Please feel free to contact the management office directly or reach out to our Corporate Resident Relations Team at **************************************************************** We truly appreciate your residency over the past five years and value your feedback.
  

  Customer Answer

  Date: 02/25/2025

  Hey! Yes, the management team did resolve the matter. Thank you!

• Initial Complaint

  Date:01/30/2025

  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.

  My daughter (******* ***** which resides at *********** apartments in ******************) Jasmine started at **************** in the fall of 2023 to play basketball for them the school paid for Jasmine to have apartment at the bronco clubwhen her year was up for playing basketball at ****************. She decided to stay there and train to try to go play out of country. She has been blessed with the opportunity to play for Germany and we have called on many occasions to see if there is any way, wecan pay a lease break fee because she will not be returning to ******* for a while while she is playing basketball. I spoke to the company they gave me the runaround. Nobody has been helping me. I do understand that I would have to pay for a fee of breaking this lease, but they are trying to make me stay the whole seven more months and I understand their policies, but also they work with athletic students that are trying to achieve a better life other places and their dreams are playing up their places and I could never reach anyone to give me any type of good answer. All I keep Getting is people in the office that are just dismissing me without hearing out what we have to say. We dont have the money to pay while Jasmine is gone on the lease that is why we were trying to terminate it and pay the fees. I dont know if theres anything you can do to help me,but I would appreciate it because I dont think that this is right for a company to know that they work with athletic students and not a clause in there that if a student gets the opportunity to go play out of country that theyre able to at least pay for a broken lease

  Business Response

  Date: 02/05/2025

  Our team has had multiple conversations with **** ***** regarding their daughters lease and our community policies. We have consistently communicated that we do not offer a lease break fee and that it is the tenants responsibility to find a sublet, as outlined in the lease agreement signed by ******* *****. We also suggested creative solutions such as posting on ******** Marketplace,connecting with Western Michigan ******** groups, or paying the lease in full to assist with their situation.
  During Jasmines tour and application process, our team made it clear to both her and her roommate that lease breaks are not allowed, and they would need to secure their own sublet. In accordance with the lease agreement, we are unable to make exceptions to this policy to ensure fairness to all residents. While we understand Jasmines circumstances, we must adhere to the terms of the lease.

• Initial Complaint

  Date:01/30/2025

  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.

  We were charged for carpet cleaning and a complete repaint of our entire apartment. Our walls were very clean when we left and any holes were filled in as stated in our lease. They told me we were charged for a complete repaint because we lived there for more than 3 years, but that is not stated anywhere in our lease. The only thing our lease said was that if our walls "were beyond normal wear and tear" then we would have to pay for any repainting, and they were not. I

  Business Response

  Date: 02/20/2025

  Thank you for sharing your experience and for being a resident for the past four years. We understand your concerns and want to provide clarity about the move-out charges. As mentioned in our correspondence, the full paint fee was applied because the condition of the walls exceeded normal wear and tear, as outlined in the lease agreement, and the fee is standard per our policy. If youd like to discuss this further, please do not hesitate to reach out to us at ******************************************************************

• Initial Complaint

  Date:01/24/2025

  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.

  Someone tried to break into my apartment while I was working from home and I had to get the lock replaced to secure my apartment. The apartment complex is now refusing to reimburse me for the fee. It cost to replace the lock and they're refusing to allow me to break my lease without any fees to relocate to more secure location. Additionally, there's been issues with my mail being tampered with that was reported by multiple residents. There's also been multiple reports of people breaking in vehicles here and those comments can be found and the ****** reviews for this business. At the very least I would like the apartment complex to refund the cost to replace the lock.

  Business Response

  Date: 01/29/2025

  Thank you for reaching out, ******. Based on the photos provided, the lock cylinder malfunctioned rather than there being any signs of an attempted break-in. While we understand your concerns, emergency maintenance was available and could have responded had you reported the issue at the time.Since the matter was not brought to our attention until the following business day, we were unable to assess the situation firsthand. Additionally, no other residents have reported attempted break-ins to their homes, and we encourage all residents to contact emergency maintenance immediately when experiencing lock issues. If you have any further questions or concerns, we are happy to discuss them with you.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22854986
  
  I am rejecting this response because: I have called in the past to get help with getting led into my apartment when I thought I lost my keys and I was told I needed to contact a locksmith. I'm not sure whether discrepancy and information is coming from, but the information provided for this dispute is not what I was previously told, which is why I immediately called a locksmith.  Additionally, if you speak with the locksmith that handled my issue specifically, I asked him why My apartment was broken into and not all my neighbors and he told me there is a pinhole on the lock that I had that makes it easier to pick. I still have the lock if the apartment complex wants to take a look at it and I highly recommend they contact the locksmith helped me to confirm this information as well . Beyond that, there have been multiple instances of car break-ins. The mailbox being broken into and none of the issues have been addressed by any of the neighbors that I've spoken to. I saw neighbor's car get stolen in broad daylight and she advised me that this specific location could do nothing to help her. That's just one of the instances. If you look at the ****** reviews you will also see multiple instances of reportings of theft and robbery. I have also had my Identity stolen since I've been here because somebody got into my car. So the fact that this business is claiming that they have no dealings and the safety of their residents is concerning which is why I reached out to the better Business bureau. Please assist me in getting this resolved quickly. Thank you for your assistance. 

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

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising 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 Village of Symmes Crossing is very unprofessional and made me do a application on my cell phone instead of print papers for me to fill out, also they charge both husband and wife $80 dollars apiece plus another $200 dollars in fees, so the $305 I paid wasn't the total cost for the full application, this is not right at all and also the building isn't up to code there is a giant hole in the ceiling when you 1st walk in the home and you can smell mode in the apartment they showed us and we never sign a leasing agreement so I shouldn't get charge , also I do not want them to contact me and also don't want them to try to garnish my wages or put this into collections since what they did to me was unlawful and very unprofessional to me I felt like I was taken advantage of and also the manager said the apartment already had a lot of other people trying to get it , I felt very pressured to do the application by the manger and I just don't want my money taken from me and want the apartment complex to stop harassing me.

  Business Response

  Date: 01/15/2025

  Per Briannas signed documentation dated Thursday, January 9th, 2025, all application fees are nonrefundable. A copy of the documentation is attached for reference. Briannas application was processed the day before she canceled, so these fees remain nonrefundable.
  In accordance with Fair Housing Laws, we adhere to this company policy for all applicants. During the tour, ******* expressed a high level of interest in the home and stated that she wanted it. The Leasing Agent mentioned that there was considerable interest from other potential renters and suggested submitting an application if they were interested, but there was absolutely no pressure to do so.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22794427
  
  I am rejecting this response because:

  the business is scamming people out of money also making married couples pay separate fee's also they had no paper copies so I couldn't read any of the papers, they won't work with me, so my bank is now involved and there is a fraud alert on my account, and I had to make a new account because this business scammed
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/09/2025

  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.

  We have had non stop problems about mice since our move in to Huntly Ridge **********, IN. We have a baby on the way and I have sent in multiple emails and have been ignored and they also stopped answering their phone for me. Ive gone in to talk to 2 different managers because we always have a different one. No one wants to do anything I finally got a hold of someone and it felt like they were gonna do something and then nothing was done about it. Huge holes on the side of my fridge, where the mice are eating through, looks like they previously tried to foam but mice ate through that as well. We have caught 5 mice ourselves and there are still more. This is absolutely disgusting and even we told the pest control that visits us. This would be a huge lawsuit if a mice bites my child or my self as I am 8 months pregnant. I even sent in a email threatening the health department on the residence app. Nothing. This needs to be fixed or I need my security deposit back and off last months rent so I can move out. Literally disgusting and unsanitary.

  Business Response

  Date: 01/20/2025

  The ******* Ridge New Albany team takes all resident concerns very seriously, addressing pest issues is a priority, and the team is committed to resolving the matter promptly.
  A call was recently made to ****** ********** by our Property Manager on 1/13/2025, and a message was left to coordinate next steps. Once confirmation of availability is received from Ms. *********** pest control services will be scheduled to assess and treat the unit, including sealing any entry points, such as the area near the fridge.
  The teams goal is to resolve this issue as quickly as possible. The resident is encouraged to return the call at their earliest convenience so these actions can be completed. A follow-up will also be made to ensure the issue is addressed to the resident's satisfaction. ******* Ridge New Albany values its residents and appreciates their cooperation as this matter is resolved.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22788942
  
  I am rejecting this response because: no entry was sealed. Only did they come and call me to schedule black diamond to lay out rat poison after I called the health department. I left 4 emails that have been ignored for 5 days now. Also which state the fact the health department found water damage and potentially black mold. This is a safe issue as I am pregnant and about to have a baby but also I have a small dog. And since no entry ways were sealed like you said they were, leaves an opportunity for my dog to die if she were to get ahold of the rat poison or a mouse that has rat poison in her system. Or a mouse to bite my baby. Which then puts their health or death at your hands.

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

  Business Response

  Date: 02/04/2025

  While Ms. ********** felt her calls were not being acknowledged, our Regional Manager had multiple conversations with her to address her concerns and explore solutions that would meet her needs. She was given the option to transfer or break her lease, and the matter was resolved positivelyshe even selected 2/7/25 as her move-out date. Given that she received the options she requested,its unclear why she rejected the BBB response. However, if she wishes to move out sooner, we are more than happy to accommodate her.

• Initial Complaint

  Date:12/29/2024

  Type:Billing 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 have been billed since November for not having renters insurance. I have provided proof of insurance in person to the office manager ******* and via email. I was told in person by ******* the charges would be removed when I didn't pay them in December ****** in the front office called about why I didn't pay my complete rent balance. I explained again because I had already spoken to him numerous times and he spoke to **** *** stating that the charges would be removed. As of today the charges have not been removed from my bill abd I have contacted them as well as the parent company Monarch Investment to resove this issue. I will not be paying them in my January rent

  Business Response

  Date: 01/03/2025

  Thank you for your feedback. On January 3, 2025, Ms. ***** visited the office and provided the Property Manager with her Certificate of Insurance. We have received it and will update our system accordingly. Additionally, the Property Manager informed the resident that she would submit a credit batch request as part of the process. Please dont hesitate to reach out with any further concerns or questions.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22742420
  
  I am rejecting this response because: on 

  Nov *****, Dec11, 26 and 29 email swere sent with the proof of renters insurance attached. A printed copy was handed in person on December 4 and again Jan 3.

  As of todat Jan 6 my rent payment of 1285 was credited to my account but the charges for rental insurance  still remain on my account and continue to increase monthly. See attachment number 1. 
  
  Sincerely,
  
  ******** A *****

  Customer Answer

  Date: 01/16/2025

  The credit has not been issued as of 1/16  at 5:52pn

   

  Customer Answer

  Date: 01/27/2025

  This issue has not been resolved. The extra charge for February  is $55.00 because my rent is $1285.00. 

  They have not removed the charges for not having renters insurance which I have had continously  since I moved in.

• Initial Complaint

  Date:12/27/2024

  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 was hoping to get in touch with somebody to go over some issues that I have been having in my apartment. I've had a mold issue since we moved in, in the basement, out dated appliances, broken shelves in all kitchen cabinets, holes/damaged doors, mismatched doors, rusted vents, holes in the ventilation in the basement and now we are dealing with rodents getting into the apartment through the basement where the insulation is. Every complaint, i have created a work order and only some things were completed but they would not show us the apartment before we signed the lease/moved in. We signed our lease two months prior to our move-in date and they had stated that our move-in date was the first available date to look at the apartment. If we would have been able to do a walk-through, we would have requested a different apartment. I have lived here two other times in the past growing up and I have never experienced the problems and neglect that I experience now. I understand that there are certain things that have to be done for certain issues, but I just don't think that my concerns are being met and the absolute minimal solutions are being done. I am absolutely begging someone to get in touch with me and possibly even come and do a walk-through in the apartment. My telephone number is ************. I would greatly appreciate a callback. Thank you for your time.

  Business Response

  Date: 01/03/2025

  As of today, Thursday, January 2nd, 2025, ******* was successfully contacted by *******, the Property Manager at ***************************, as well as by *******, the Resident Relations Specialist, via voicemail. A plan has been put in place for the necessary repairs in her home, and ******, the Maintenance Supervisor, will begin work tomorrow, Friday, January 3rd, 2025. ******* will follow up next week to ensure ********* satisfaction with the repairs. ******* acknowledged that she had missed ********* call on Monday, December 30th, 2024, but confirmed that she is satisfied at this time. Both ******* and ******* informed her that she can reach out with any questions or concerns along the way.
  

• Initial Complaint

  Date:12/15/2024

  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 write to bring to your attention a series of egregious failures in property management and maintenance at The Villages at *************** that constitute constructive eviction under Ohio law. This complaint documents multiple breaches of the warranty of habitability and statutory violations that have created an untenable living situation for our family.Upon taking possession of our unit on August 2, 2024, we encountered conditions that immediately breached the implied warranty of habitability. Despite the property management's request for a move-in delay to prepare the unit, we discovered numerous deficiencies: improperly installed carpeting, non-functional appliances (including the oven, dishwasher, and refrigerator), and unsanitary conditions throughout the unit. Multiple witnesses can attest to these conditions. While these initial deficiencies were remediated within a week, they presaged a pattern of negligent property management that would continue throughout our tenancy.The property management's persistent failure to maintain basic security and safety features created conditions that rendered the premises unsuitable for residential use. Following a mass vehicle break-in during our first week of occupancy, management promised but failed to install security cameras. More critically, the absence of adequate lighting in building hallways, exterior areas, and carports for approximately three months created demonstrably unsafe conditions for all residents.The most severe breach occurred during the weekend of November 30, 2024...(REMAINDER OF COMPLAINT IN ATTACHED STATEMENT OF COMPLAINT)...We remain amenable to resolving this matter without further legal escalation, provided the resolution adequately addresses the severity of these violations and their impact on our family's safety and well-being.This matter warrants immediate attention to prevent the necessity of pursuing additional legal remedies available under Ohio landlord-tenant law.

  Business Response

  Date: 12/20/2024

  ******* move-in concerns and needs were addressed promptly and effectively. All requested repairs within his home were completed on the same day, except for one which required two days. Additionally, a large lighting project was recently completed in the community, ensuring that all interior and exterior building lights are updated and functioning properly. On Monday, August 5th, ***** emailed a few items that he completed himself, such as a new lightbulb, a new air filter,and an exterior drain. He seemed to have no issues and was not asked to complete those tasks on his own. Regarding his carpet concerns upon move-in, he had positive communication via email on Tuesday, August 6th, with one of our leasing agents stating that he had no regrets everything has been resolved to full satisfaction. At that time, ***** also communicated that a new dishwasher was dropped off, and the carpets were finished the following day, on Wednesday, August 7th. All email documentation is attached. His home was not in uninhabitable condition upon moving in, and positive and timely communication was had between him and the staff.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22691433
  
  I am rejecting this response because:

  
  The property management's response deliberately mischaracterizes the sequence of events and omits critical safety violations that put our family at serious risk. Let me address each point systematically:
  
  
  **Initial Misrepresentation**
  The unit was advertised as move-in ready but presented multiple habitability issues upon arrival, including non-functioning appliances (the stove, dishwasher, refrigerator), improperly installed carpeting, and widespread lighting and safety failures across the complex. This constitutes a material misrepresentation of the property's condition.
  
  
  **Safety and Maintenance Issues**
  The most egregious violation pertains to the **** system, which experienced a catastrophic failure resulting in melted wiring and smoke infiltration and fire risk in our apartment. This incident:
  - Endangered the lives of our family, including two young children and a pet
  - Revealed a complete absence of preventive maintenance protocols on a following recorded call
  - Demonstrated negligent emergency response with 48 hours of non-communication
  - Exposed the property's failure to maintain essential safety systems.
  
  
  **Context of "Satisfaction" Statement**
  While we did express satisfaction with specific repairs in August, this acknowledgment:
  - Was limited to discrete issues addressed at that time
  - Does not constitute a waiver of the property's ongoing obligations
  - Cannot override statutory requirements for maintaining habitable conditions.
  
  
  **Pattern of Negligence**
  The property has demonstrated systematic failure to:
  - Maintain basic security (evidenced by vehicle break-ins)
  - Address structural hazards (exposed wiring)
  - Provide adequate emergency response mechanisms
  - Implement standard maintenance schedules for critical systems.
  
  
  **Legal Framework**
  Under landlord-tenant law, property managers have non-delegable duties to:
  - Maintain the property in habitable condition
  - Make necessary repairs
  - Ensure safety of vital systems
  - Respond to emergency maintenance issues.
  
  
  **Remedy Sought**
  Given these serious breaches of both contract and statutory obligations, we seek release from the lease without additional penalty. The near-catastrophic **** failure, combined with the pattern of negligent maintenance and misrepresentation of the situation, constitutes a material breach of the warranty of habitability, and a constructive eviction. Our existing offer to pay the property two months of rent for December and January (while we seek out a new home and they find new tenants) represents our ******* and good faith effort to preserve amicability and reason within this fraught situation. We have even offered to let the property keep our deposit and sign a mutual liability waiver. We stand by our stated desire to resolve this matter amicably.
  
  
  The property's selective citation of early communications does not absolve them of their fundamental legal obligations to maintain a safe and habitable dwelling. Their failure to acknowledge or address the serious **** incident further demonstrates their ongoing negligence in maintaining basic safety standards.
  

  Business Response

  Date: 01/13/2025

  The Symmes Crossings Regional Manager and Asset Manager have approved ****** request to be released from his lease penalty-free, contingent on providing a 60-day written notice and a Notice to Vacate. The Symmes Crossings team is saddened to hear that, despite their hard work and dedication, ****** concerns remain unresolved. We hope this resolution allows ***** to move forward in a positive direction and that this decision benefits all parties involved.
  

• Initial Complaint

  Date:12/12/2024

  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 lived in ******************************** in ofallon Mo ***** for 6 months. I gave a deposit of $1270.00. When I did walk thru, they said everything was perfect! I received a check for $880.00 saying that the apartment was repainted and 2 bedroom carpets cleaned. That is not my responsibility to clean for next tenant! I hung 1 picture and no animals! I have pictures of every room when I left! Its my understanding in the state of ******** that u get full deposit back unless the place is left worse than normal wear and tear.!!Please contact me asap

  Business Response

  Date: 12/19/2024

  Initially, our team billed ****** for both painting and carpet cleaning based on assessments from our service providers. However, after reflecting on his feedback and the absence of definitive evidence for the painting charge, we've opted to revise that fee. The carpet cleaning charge of $90 will remain, as it was deemed necessary by our professional carpet cleaning service.
  As for the refund check, we processed the adjusted amount last week. While we aim for swift delivery, the actual mailing timeframe is unfortunately out of our hands. He should expect to receive the check any day now.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22678317
  
  I am rejecting this response because: in the addendum i signed it said that i would only be charged carpet cleaning fee if it was over normal wear and tear.  i was told nothing was wrong with carpet so i should not be charged that fee. I am expecting a refund of $1205.87  
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 01/08/2025

  I received a partial refund but still waiting for addition refund for carpet cleaning that was not allowed to be charged of $90.00

  Business Response

  Date: 01/28/2025

  Thank you for your feedback. The carpet cleaning charge reflects the bid we received at move-out and remains valid. While the painting fee was removed as a courtesy, the carpet cleaning fee will not be adjusted further. If you have additional questions, feel free to reach out.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22678317
  
  I am rejecting this response because:
  Due to Missouri law and letter signed, you can only charge for carpet cleaning if over normal wear and tear and there was nothing wrong with the carpet as you can see in pictures
  Sincerely,
  
  
  ****** ****