Complaints

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:08/07/2024

  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.

  It started when our lease was meant to be renewed, originally it was *****, when we tried to renew the lease they had lied to us saying we can't renew for a new year long lease. When we contacted the owners of the apartment he said we could, they didn't like that and raised our rent. Apartments in our complex are at the lowest 900, yet we pay the most out of all the tenants there. last month 07/09/2024 my car was presumably stolen out of the parking lot, but it was discovered AZ prime had called a towing company to take my car based off another "tenant" saying it was abandoned for years, without due diligence they took my car, when trying to retrieve said vehicle, they made me lose a day of work due to no transportation, and told me it wasn't there problem. It became there problem when I said I would get a lawyer and police involved because my car was basically stolen. When I mentioned lawyers and police they immediately decided to "help". They said they had sent a notice on 06/29/2024, but said notice didn't apply to my vehicle, it was not abandoned had current tags and currents plates but they decided to tow it anyway because it was "abandoned for years". When I spoke to the towing company they said AZ prime had called them for the vehicle and they can't help, AZ prime has to call them. I was ran around on the phone for an hour trying to get someone to get my car. I paid $117.00 to retrieve my vehicle. I was told I would get rent credit for the situation, I called there office to be sure the rent credit would be applied on the month of August and was told, "Yes the credit will be put on next months rent" when said month came no credit had been placed, when contacting them they said they will not honor any verbal agreement because it was on the phone. When asking why am I getting late payments if I'm waiting for my credit, I was told, pay it so you stop getting late fees, and we will apply the credit to next months ledger we are also getting blamed for all tenants

  

  Business Response

  Date: 08/13/2024

  Hi thank you for your message we understand your frustration in regards to lease renewals they are specifically requested by the property owner and not AZ Prime  and the owner does decide on the rental increases so we do not have any control in owners decisions unfortunately, the owner did also inform all the residents at the property on 06/29/2024 that there were vehicles with no plates or expired tags in addition to inoperable vehicles or vehicles that appeared to be abandoned would be towed on 07/05/2024. The actual towing company that was dispatched by the owner did specifically meet the guideless to remove them from his property and we do not determine what specific cars might've been towed by the company. It does appear that one of the tenants in the complex did inform the company that this specific car was abounded for years making it the towing company's decision to tow the car. We are unaware of the vehicles the towing company did tow , once we were aware of the issue we did attempt to communicate with towing to release the car on behalf of the owner. The property owner did authorize the amount of $117 to reimburse for prior towing expenses you occurred which that amount was credited to your ledger as a prepayment yet has to be manually applied. We did remove any potential late fees for the month of August as mentioned we credited your towing cost and we see this applied on your ledger as a credit we do apologize for the late fees auto populating once were aware of the adjustment needed we do appreciate you being a valued tenant.   

• Initial Complaint

  Date:10/05/2023

  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.

  On September 1, rent was not applied to my account even though I had set up autopay to come out of my checking account. On September 3rd, the management company, AZ Prime Properties sent a notice that were deficient and charged us late fees of $50. I explained that my account was set up for autopay and they could not explain why it was not deducted; so I sent the management company a check in the amount of $2198 to cover September rent. The check cleared my bank the next morning and then another $2198 was debited from my autopay account. I called the management company and explained what happened and asked that the extra payment be applied to October Rent. I deleted my autopay to prevent this from happening again. On October 3, the management company deducted $2198 from my checking account via auto pay even though the extra payment from September had been applied to my account. I called my bank and they declined the charges. I called the management company and was informed that this happened automatically and that I would be charged $50 for insufficient funds even though my rent had been received and paid on time. They said it was automatic from their system and there was nothing they could do about it. I refused to pay an insufficient fund fee as this did not make sense and was informed that it would remain on my books as an open balance. On October 4th, AZ Prime Properties again tried to run the check through my bank in the amount of $2,198 causing an insufficient balance again. I called the bank as it was my understanding that there was a stop payment for all charges coming from AZ Prime Properties and was informed that the payment would be declined. It appears that AZ Prime Properties will continue to try to debit my bank account for an additional $2198 even though rent has been paid in full for October. They claim it is due to their software program and they can do nothing about it. This has caused undue stress and anxiety.

  

  Business Response

  Date: 10/12/2023

  Hi, in regards to this response, we do not have the ability to charge your account or even edit any payment information as you are the only one who can add/edit or set up any type of payments, including making one-time payments or auto payments. In order for us to better assist you from creating incorrect duplicate payment accounts while failing to stop already existing autopayment accounts we have removed the online payment option. We do not have the ability to deduct payments from your accounts, it is an action done on your end as we do not have your account information and have no way to take payment from your accounts unless submitted by you using your tenant portal. Per your lease agreement the $50 is for nonsufficient funds as your bank rejected payment. We want to provide clarity that this error was not caused by our company or the software that we use, however it was an error done on your end using the autopayment option incorrectly. We hope that turning off the option to make online payments this will prevent future errors and returned fees. The system does not allow any staff the ability to make payments on your behalf. In the past 12+ years as a property manager myself, we have never had the ability to process or make payments on behalf of any tenants for reference. This issue was, unfortunately, a user error and not an error on our side. If it was an error on our side, absolutely, we would admit it and resolve it. If you do send in payment, note they do not need to be certified funds ( ie cashier check or money orders ) and can just be a regular check if that is more convenient. If you have any questions please let us know and we will be more than happy to assist. Thank you!