Complaints

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• Initial Complaint

  Date:11/11/2022

  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.

  On 12/15/2021, I moved out of my apartment at Fox Ridge Apartments due to an expiring lease and we did not choose to renew. I ensured that I did not have a balance with Fox Ridge and even made sure the office had everything they needed from us. Fast forward to September, I was then served with a court summons on behalf of a collection service. This was pretty surprising considering I didn't receive any phone calls/emails from Fox ******** understood that Fox Ridge only had to mail any balances/invoices to the address on file (which they did do), but the letter never seemed to make it's way to my new address, even though forwarding was setup. Regardless, I had no intention to dispute the debt and wanted to actually pay the amount in full. At this point, I had no other option but to contact the collection agency. I made multiple attempts to contact the collection agency ************************** in an attempt to settle the amount, but Metro does not have a phone system in place and I was sent to voicemail every time. I ended up receiving a phone call from the collection agency almost two weeks after I attempted to contact them, just for them to tell me they had tacked on nearly $800 in fees/interest, even though they were the ones who were unreachable. This obviously was not going to work as we had made multiple attempts to call and settle and the collection agency did not answer the phone and then tacked additional fees when they returned my call. I then contacted your offices and attempted to settle with you, but we were informed to contact the actual property manager ****, who informed us that there is nothing she can do as the debt has already been written off to Metro, even though Metro themselves does not buy debt and Fox Ridge is still the creditor. Metro themselves doesn't even get paid until they *** us in court and then they scoop a percentage off the top. So it's pretty baffling that Haven refuses to settle and would rather ***.

  Business Response

  Date: 12/16/2022

  Response to complaint # ********
  
         **************** lived at Fox Ridge from 11-21-20 through 12-13-21. While He lived at Fox ridge he asked if could put different flooring in the kitchen and bathroom. He was told no by the office, but he proceeded to put different flooring in his unit. He removed the toilet in the bathroom, and when he reinstalled it, he cracked the base of the toilet. He tried to repair the cracked toilet with caulking, and reseal it to the floor. The damage to the toilet, and not being properly sealed caused water to leak into the unit below him, and a plumber to come out and do the repairs necessary. The costs of the repairs were placed on **************** account, and he did pay for them. When **************** moved out on           12-13-21 we ask for a forwarding address on our move out form, but he did not provide a forwarding address. When we prepared his final account statement which included replacing the carpet, and vinyl in his unit minus the loss of life. This statement was mailed on January 20th 2022 to his address on file which was the apartment that he had rented at Fox Ridge. We never received the letter back saying it couldnt be delivered to the forwarding address. The assistant property manager called the phone number on file several times in February of 2022 to try and talk to ****************, but never got any response. Fox Ridge sent his file to ***************** on March 18th 2022. According to Metro collection records they sent a demand letter on 3-21-22 to the address we had on file. They then sent a demand letter again to on 7-5-22 when they located his current address. Again **************** did not respond to any of the letters. **************** was served by Quick Courier on 9-24-22 with a S&C for Jefferson County courts which now was for the amount owed to Fox Ridge, court cost, attorney fees, and Interest. **************** stated that he called Metro collections several time, and they took weeks to call him back. According to **************** records with ***************** the 1st time he contacted ***************** was 11-3-2022 by phone. He was asking for a reduction, and was told if he disputes the balance to follow the instructions in paragraph 2 of the summons. On 11-7-2022 at 10:34 am there was a voice mail from the same phone number but the name giving was ****. 24 minutes later the same number called back, and was trying to force/demanding Metro to offer a settlement, but Metro refused to reduce the balance. The caller said he would file bankruptcy, and kept arguing with Metro. At that time Metro collections terminated the call. At 14:21 the same number left a voicemail from a man saying if you dont want to settle or negotiate this the debt will go to court and Metro will not get any commission for this bill, and will incur more attorney fees. 11-16-22 **************** called to make a payment for $1483.82 of the $2092.82 that was owed. Metro sent notice to Jefferson County courts that a payment has been made, and a judgment was made by the Jefferson County courts on 11-16-22 in the amount of $2092.82 to Metro. Once we turn a file over to Metro we are unable to take payment for money owed, and the property will tell them to contact Metro for instructions on how to pay.