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:05/30/2024

  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.

  My partner and I lived in this townhome from 2019-2020. We had no problem during our time there and were paying around $1200 a month and left in good standings. Due to COVID-19 we received NOTHING on move out, no move out walk through, no follow-up, NOTHING. Now they have sent an account with $300 due to a credit collection company which they did not file until 2022 and began reporting to our credit at the beginning of 2023. I believe this is fraud. They never contacted us about the debt, they never sent any letters and had our forwarding address, and did not file the debt until two years after we vacated. I have no idea where the $300 would be from and I know we moved out with nothing due. The apartment was in good condition besides normal wear and tear. I have heard that this complex targets military and have done something similar to others. I would like an invoice of some kind explaining the original debt and have not been able to retrieve one. I do not believe this is a true debt and will not pay until I have received and reviewed what they claim we owe.

  Business Response

  Date: 06/05/2024

  Thank you for reaching out with your concerns, I am sorry to hear that you did not receive the statements.  In reviewing the account, I see that the final account statement and final utility statement was mailed to the forwarding address provided within 10 days of the move-out date. These statements and photos are attached as requested. If you have any questions after reviewing the statement, please don't hesitate to reach out. 

  Thank you,

  Maple Bay Townhomes

• Initial Complaint

  Date:05/08/2024

  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 rent an apartment that is owned by Mission Rock Residential. On January 31, 2024 I moved to a different apartment within the complex. I paid a 500.00$ deposit separately on each apartment. Mission Rock Residential failed to return my security deposit. I never received an itemized list of reason they would keep it. I am low income and have no money to file in small claims. MRR and on-site management refuse to answer my emails. MRR doesn't answer the phone or return calls. On-site management just says "it's a process". It has been 90 days since I moved. Well over the 30 days in which they needed to return the deposit. Past 30 days is forfeiture of any rights/claims to keep the deposit. All they do is collect rent, nothing else!

  Business Response

  Date: 05/09/2024

  Hello
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you've experienced regarding the return of your security deposit.
  Upon reviewing your case, we discovered that there was an error in our records regarding your forwarding address, which resulted in the delay in returning your security deposit and providing the itemized move-out statement. We understand the importance of timely communication and regret any frustration this may have caused.
  We have taken immediate action to correct the address in our system, and I'm pleased to inform you that a new check for the full $500 security deposit is being issued to your corrected address. Additionally, we will ensure that you receive the itemized move-out statement with the check showing no move out charges.
  Please accept our sincere apologies for the oversight, and rest assured that we are committed to providing a positive experience for all our residents. If you have any further questions or concerns, please don't hesitate to contact us directly

• Initial Complaint

  Date:04/21/2024

  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 gave notice to be out of my apartment 4/1/24 but turned in the keys 3/29/24. The apartment was clean and so were the carpets. i checked the resident portal 3/30/2024 and the balance owed was $139.12. I knew it would be a little more because the correct amount has been added for the extra month for the utilities. I forgot to pay the balance and tried to pay online 4/5/24 but could do so on the resident portal so I went into the office 4/12/24 and spoke with the property manager *****. I was then told I owed more because she charged me $125 for cleaning fee and $150 for the carpets. I let her know both were in excellent condition. She states it doesn't matter they charge the resident what they had to pay. I asked here so your telling me no matter what the condition of the apartment you charge the resident this. ***** states yes. I told her I am not paying it. I called Mission Rock Residential ************** and left a message 4/12/24 about the issue. My message was ignored. I tried to send an email to ***********************, ****************** and ************************* from my gmail account and my message was blocked so I sent a message from my yahoo account today. In the mail this week I received a collection notice and it's not even the end of the month. Nowhere in my lease does it state this will be charged no matter what the condition of the apartment is and this is unfair and not right. They cannot be allowed to do this to people. My hope is that the BBB can help me resolve this issue. My lease states if the apartment isn't clean then a reasonable amount will be charged but that didn't happen.

  Business Response

  Date: 04/26/2024

  In response to this complaint, we charge at move out for cleaning and carpet cleaning.  These are charged at every move out, unless the resident can provide a receipt from a reputable vendor. This resident was charged for just the basic, as she didnt have any damages.  I have included the estimates for this unit from our vendors.  As you can see, we charged her less than what is actually owed.  The cleaning was charged at $150, vendor charged $120.  That can be adjusted on her ledger.  The carpet was charged to her at $125.00 and the vendor charged us $225. This can also be adjusted to her ledger.  We charged $275 and actual charges are $345.  She stated she was never charged for these charges when she moved before.  I guess she transferred to a different apartment and the previous company didnt charge her cleaning fees.  We took over in December, so I cant speak to the previous company.  Our company charges the cleaning/carpets even on a transfer. The accounts at move out go to ***************, where they take over the collection of the account.  They do send notice the have received the account to the resident, it can be sent to actual collections if there is no response from the resident.  They will work to set up payment plans if needed, they just need to be contacted.  It does state in her lease agreement that cleaning charges can be charged.  Please let us know if you have any additional questions.  Thank you.

• Initial Complaint

  Date:03/22/2024

  Type:Order 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 am writing to formally report a serious matter regarding the leasing manager, *****************************, at Mountain View Apartments in ****************. On the agreed move-in date, ********************** failed to adhere to the scheduled time, resulting in significant inconvenience on my part. What adds to my concern is that she did not provide any apologies for the delay.Furthermore, I was shocked by her threatening behavior when I mentioned my intention to report her actions to her superiors. ************************** attempt to retaliate by refusing to allow me to sign my lease is not only unprofessional but also illegal.In light of these troubling incidents, I am formally requesting access to the video footage from 3/21 between 10:15-10:50 AM at Mountain View Apartments. I believe that reviewing this footage will provide clarity on the events that transpired. I also have my own video footage of the situation in question where I am in shock, and ask the other leasing agent what just happened as ***** was accusing me of saying she didn't have a real job?! I am unsure why she thought this but this was her reason for refusing to let me sign my lease 10 minutes before movers were to arrive at my other apartment I have with Mission Rock. I trust that you will investigate this matter promptly and take appropriate action to address the unprofessional conduct displayed by **********************. Thank you for your attention to this urgent matter.

  Business Response

  Date: 03/26/2024

  I spoke with ********************************* on 3/22/24 to better understand her concern, and I have researched her complaint. The Property Manager, *****************************, denied that she told ******************** that she could not move in, but she did state that she was not at the office at 9:00am to give her keys. ***** stated that ******** did not sign her lease agreement and had not paid the move in total, so they were unable to give keys until that was completed. ******************** was unable to login to the portal to sign the lease and pay, which elevated the level of frustration. I apologized to ******************** for her experience and I thanked her for bringing this matter to my attention so that we could use this as a training opportunity to improve our services. I spoke with ***** about what we could have done differently so that the move in process could have gone easier. I followed up with ******** as well, and she said that she is happy with the resolution. 

• Initial Complaint

  Date:03/20/2024

  Type:Order 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 am a resident of *********************** Apartments in ********, ** under the general management of Mission Rock. My lease clearly stipulates that ***** is a non-smoking and drug-free property. However, my neighbor still smokes Marijuana or other drugs. ***** then drift downstairs into my adjoining apartment through the vents. Reporting to onsite management has not produced results. They simply email a reminder to everyone that drugs are not allowed. They also request documentation from me. However, the ******** Police do not respond to these kinds of calls nor will they enter my apartment to do a sniff test. Nor will the ladies in the office come to my unit during daytime drug use to substantiate my claim. By allowing the abuse to occur, management has broken the terms of the lease with me. This leaves me no suitable alternative: either pay up or live with it.According to the lease contract which I signed in good faith, as well as Section 33-1361 and 1334 of the ******* Landlord and Tenant Act, the law is being violated and the fumes are materially affecting my health.

  Customer Answer

  Date: 03/26/2024

  The attorney for Mission Rock sent me an email. I have attached it.  Page 2 states I am to respond to him directly, which I don't want to do as that is not the system BBB has set up.  If he contacts me again, shall I urge him to work through the BBB directly?  He also insists I remove my complaint under threat of legal action against me.  I plan to contact the Bar to see if this attorney is out of line.  

  Business Response

  Date: 04/08/2024

  Dear Best Business Bureau, 
  

  *************** to address a recent complaint regarding marijuana odor at our property, Arrowhead Apartments. As a smoke-free community, we take such concerns seriously and have taken immediate steps to resolve this issue.
  
  Our team, led by *****, has diligently investigated the matter and has communicated directly with the resident, ****************************. Despite our best efforts and comprehensive actions, the issue persists. In light of this, we have offered ***************** a transfer to a different unit within our community, which aligns with our commitment to ensuring a comfortable living environment for all residents.
  
  We are currently awaiting ********************* response and are prepared to assist her in any way possible to facilitate a smooth transition. We remain committed to upholding our smoke-free policy and ensuring that all residents comply with our community guidelines.
  
  Please let us know if there are any additional steps we should take or if you require further information regarding this matter. We appreciate your attention to this issue and your continued support in maintaining a positive living experience for all our residents.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  **************************

  Community Manager - ***** at Arrowhead Apartments

  Customer Answer

  Date: 04/16/2024

  Hello:  My seven day deadine is up. However, I was sick and could not get to the apartment office to discuss the terms of the tramsfer offer.
  
  The transfer offer to another unit would include the following:
  30-day notice period, as well as a transfer fee of $400 and a new deposit of $175. In addition, the transfer would be done at the new base rate that is $300/month greater than my current rate.  This does not include my professional moving costs. 
  
  It appears that negotiations are not yet conclusive but this transfer option is not agreeable to me.  

   

  also sent as email to *******.h

  Business Response

  Date: 04/18/2024

  To Whom It May ************************************* was contacted by a representative from *********************** on 4/18/24, to notified ***************** we were inquiring legal advise on how to proceed with her request to have all the transfer fees waived. We are currently waiting on approval from someone in our corporate office to have the $400 transfer fee waived, forgive the 30-day notice policy, and to honor her current lease term ending 12/29/24 at her current rental rate of $1,508. Upon approval we will contact ***************** and provide the BBB with an update. 

  Regards, 

  **************************

  Business Response

  Date: 04/18/2024

  To Whom It May ***************************************** was contacted by a representative from *********************** on 4/18/24, to notified ***************** we were inquiring legal advise on how to proceed with her request to have all the transfer fees waived. We are currently waiting on approval from someone in our corporate office to have the $400 transfer fee waived, forgive the 30-day notice policy, and to honor her current lease term ending 12/29/24 at her current rental rate of $1,508. Upon approval we will contact ***************** and provide the BBB with an update. 
  

  Regards, 
  

   

  **************************

  Customer Answer

  Date: 04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me to submit request to corporate approval.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2024

  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.

  Apartment claims to be a pet friendly complex, they have false fire alarms going off 3 days out of the week, they haven't done anything to fix this issue and it is causing my service animals to be severely distressed and anxious. Residents have complained over and over but they won't do anything about it. It is also a cause for concern, due to safety. Residents aren't leaving their units because it is assumed that they are false alarms. This is dangerous and should be taken care of.

  Business Response

  Date: 03/22/2024

  Dear ************** and to whom it may concern;
  
  We are very sorry about the fire alarms that disturbed you last week.  The alarms were not false alarms; they were from an actual sprinkler activated inside of a unit.  The following two alarms were due to the replacement and repair of that sprinkler.  We have our fire systems inspected annually and have a fire mitigation vendor that addresses all issues in a timely manner.  Sometimes fire alarms go off when residents who cook food open their front door to their apartment and the alarms in the hallways trigger the alarms.  We have sent out multiple emails about this situation and make sure that all new residents understand this to minimize this from happening. Thank you for understanding and we will do everything we can to minimize alarms from disturbing our residents.
  
  ***********************, Property Manager
  Summit at Flatirons

• Initial Complaint

  Date:02/29/2024

  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.

  In 2021 I was sent a check from Mission Rock Residences for what I assume was my security deposit refund, however that wasn't specified. I was unable to cash the check before it expired, I was unable to get in contact with anybody so I forgot about it for a little while. I have been trying to get a hold of Mission Rock for over 2 weeks, leaving multiple voicemails, and nobody has answered or returned my calls. They owe me $617 according to the original email from the property manager and it is impossible to get in contact with anybody and at this point to appears they do not intend on issuing the check that I am owed.

  Business Response

  Date: 03/05/2024

  The notification was forwarded to me on 3/1/24.  I did some research on the matter and found that we have issued the original refund 04/30/21 check # ****, this check was voided 10/29/21 stating that they resident had given us an updated mailing address.a new check #**** was issued and mailed on 10/29/21 to the address given.  On 3/21/22 we voided check# **** because  the property manager had tried to contact ****** multiple times and had not received any response, the refund was sent to the **************** Unclaimed.  She can contact that department and fill out the forms to receive the refund.

  After I found out this information I called the phone number left in the message and had to leave a message for ******, I have tried to contact her on 3/4/24 and have left another message today (3/5/24) for her.

   

  Thank you

  **************************;

  Accounting Admin,

  Mission Rock Residential

• Initial Complaint

  Date:12/22/2023

  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 am a resident at one of Mission Rock Residential LLC's properties. I have been a victim of their unlicensed and predatory algorithm. I could not afford food, and mission rock refused to budge on their inflated, predatory, fixed prices. They and all their associates weaponized Realpages/Yieldstar algorithms to price fix the entire nation's rental market to farm its tenants from every ***** they had. They disconnected our water 21 times in a 4 month period, with the most recent disconnection dec 16th. While water cut offs for repairs are reasonable, this went beyond what is considered habitable. We were told to fill bathtubs to use the bathroom and survive. We have rats because the trash wasn't fixed in a timely manner this summer. Now rats can be found run over in the parking lots from the night before and getting hit by residents. Because of the water issues, my business could not operate which inhibited my ability to pay rent. I asked them to work with me, they refused. Now I'm being threatened with eviction for problems they themselves created, my life has just been collateral damage it seems. Fair housing means you have a right to negotiate a fair market value. They twisted the definition to make it sound like they would give favor if they negotiated. What they really did was price fix, which is illegal and punishable up to 10 years in prison. Im a licensed real estate agent, who was educated on tenants rights. They have broken almost every covenant, and law. They have stonewalled me and refuse to talk to me or tried any type of conflict resolution. They hold me in suspense of when my eviction is coming, which they know Im disabled with anxiety and PTSD with 2 service dogs, so they are mentally torturing me as well. I can't describe the mental abuse this company has put me through, I had to fight for my life against them. No one should have to do that. These are literal billionaires placing profits over human life and quality.

  Business Response

  Date: 12/27/2023

  Please see attached.  This is a sample of the abusive nature of this person's communication which has forced us to cease immediate responses.  We are working internally on next steps with this resident.  Once fully outlined we will will reach out to them and also reply as such to the complaint. 

  Business Response

  Date: 01/08/2024

  The desired settlement for the complaint is communication.  This letter was placed on the residents door 12/29/2023.  Attached is the path for communication going forward.  

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21047373
  
  I am rejecting this response because:Hello,
  Water cut off evidence submission 01/062023
  
  
  Below I will display the carelessness and lack of integrity by Mission Rock Residential LLC
  
  
  I first discovered spray paint Sunday 12/31 - 01/01/2023 nighttime. 
  I also discovered a very serious water leak at the same time.  Video evidence submitted.
  
  
  Mission Rock Residential knew they would be cutting tenants' water off for repairs many days before the alert was sent out.  

  Mission Rock residential LLC Alerted tenants water would be cut off less than an hour before.  
  They sent an email at 11:19AM  01/04/2023 that our water would be cut off at 12:15pm the same day, failing to give tenants ample time to prepare.  (They did not suggest using bathtub water, so that is an improvement?) Photo evidence submitted. 
  
  
  This type of behavior forces tenants to enter life sustaining behaviors, like getting water, at the drop of a hat.  This is how my plants died, this is what it has been like since they took over the property.  
  Tenants need ATLEAST 24 hour notice that they will not have water, Mission Rock has consistently failed tenants health and safety. 
  
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/09/2024

  We need to negotiate a settlement and moved out date.   I can not abandon the property until a judgement is reached or settlement with negotiated move out date, so until then Im being basically held against my will with no court date.   They are trying to stall because if I leave the property, I essentially abandon any claim of mistreatment or claim to my home and will have violated the lease.   They have ceased demands for rent, continue to shut off our utilities, and endanger my life everyday.  I am a licensed real estate agent who has the authority of challenging their price fixing numbers in a court of law.  My license gives me a very narrow window in a court of law - pricing real estate.   They're going to pay me ALOT of money to move out of my home because of their repeated and criminal behavior.  Please send us to binding arbitration or put the proper authorities on this case to have them arrested and get me in front of a judge.  thank you :)

  Customer Answer

  Date: 01/10/2024

  we need mediation, so we can reach an agree'd upon move out date so I have somewhere safe to go.

  Business Response

  Date: 02/06/2024

  The desired settlement for the complaint is communication.  This letter was placed on the residents door 12/29/2023.  Attached is the path for communication going forward.  

• Initial Complaint

  Date:12/20/2023

  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.

  New management has been really bad at managing the building, letting general garbage disposables lacking, allowing new tenants with criminal history that perpetrated theft of parcels, equipment, etc. to the point that police was a regular visitor every other night and a security guard was added to the office personnel.As I had a couple months left on my lease and because of the issues going, I asked the manager (***************************) for an early termination fee waiver but they said no. That the issues were normal (which it wasnt true). I am leaving by the end of this month regardless and I would like not to pay the late month of my lease (January ****)

  Business Response

  Date: 12/22/2023

  **** Apartments'management strictly adheres to all applicable Oregon State and Portland Metro Landlord and Tenant Laws. The screening process for residency aligns with the legal parameters mandated by ****** laws and statutes governing landlord-tenant relationships. It is essential to note that management cannot provide an absolute guarantee against residents experiencing situations necessitating law enforcement response.
  

  Residents are obligated to adhere to the stipulations outlined in their leases. In the event of incidents where these requirements are not met, our management team collaborates with legal counsel to pursue appropriate legal avenues to address such instances. This commitment reflects our dedication to upholding legal standards and compliancy for all residents of **** Apartments.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21036689
  
  I am rejecting this response because:
  

  there was multiple reports given to the local management of what was happening. To the point that your firm hired security for the office personnel and the my stop walkins in the office, only appointments for menial things. Now that the 2 apartments I question were evicted, magically the security detail is gone and they have open door again. They knew all the time and there was no transparency whatsoever. 
  I have a police case number as they are looking to prosecute this ex tenant. 

   

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

  Business Response

  Date: 01/08/2024

  Dear Former Resident,

  **** follows landlord tenant laws set forth by the *************** and ******** City Regulations. **** adheres to and enforces lease rules and regulations within the parameters set forth through Landlord Tenant Laws for the *************** and ******** City regulations. Any lease violations are addressed via legal counsel through legal court actions and/or the ******** ************** Should you have a specific concern with local laws and regulations, you'll need to contact your state and or city representative.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21036689
  
  I am rejecting this response because:

  There are code violations about livability. We will be gathering the information and complain to local authorities. 

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

• Initial Complaint

  Date:12/15/2023

  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.

  Apartment Building Charged Pet deposit and monthly fee. Apartment building is stating repairs were needed, however did not use the deposit to pay for the "said" repairs. Apartment building also added a pet to the lease, because we mentioned the possibility of getting (but not actually having a pet in our possession for three months). We have eye witness and video footage of the condition of the apartment when we left as well. We are just asking for the fees to be deducted for the Pet deposit paid.

  Business Response

  Date: 12/20/2023

  Good morning, 

  In reviewing the file, the resident did not pay a pet deposit.   It was explained at the time of leasing that the pet fee is non refundable.   Pet fees and pet rent do not go towards damage from a pet.   This is common practice within the industry to have a resident pay a fee and additional rent for having a pet in the home. 

  This is outlined on their welcome letter and the pet addendum signed by the resident. 

   

  Thank you

  *************************

  Regional Property Manager

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21010402
  
  I am rejecting this response because: Several Issues have been included in the complaint.  First of a Bait and Switch base rental agreement.   I was told Rent would be $1577 per month, and when arriving to sign the leases the amount increased to $1618 per month. The apartment originally agreed upon was not available as originally stated by the complex.  Given the fact that we needed a place live and short notice of the switch we had NO other choice but to agree to the increased expense.   As it was explained to me during the initial conversation with the site manager and further detailed in the email below.   The Pet fee is to pay for expenses of having the pets on the site.   The costs included damages done by the pets and additional insurances that have to be maintained.   Furthermore, 3 months of pet fees were charged for a pet that did NOT even reside on the site.  Therefore, charging fees for an animal who didnt physically exist should be refunded.   Pet Deposit fees were paid in good faith, along with monthly pet fees.  It is my opinion, that the Apartment comes with UNCLEAN hands in the transaction and now are trying to charge additional fees for monies already paid.  

  Being a military member as well, I consider this an egregious concern, as Military members are often targeted.   With my wife, who is an active military member, my concern is legitimized.  

   

  *********************************** - (Maple Bay - PM) Fri, Dec 15, 8:34?PM (8 days ago)
  
  
  
  to me, **************************
  
  
  
  
  
  
  
  
  
  Hi *******,
  Thank you for reaching out, I am happy to assist and hopefully resolve all concerns.
  
  Regarding the lease contract rent amount, I have attached the original quote, welcome letter and original lease. These documents were sent and signed about 50 days before the scheduled move-in date. If the rent amount was in question, it should have been brought to our attention prior to signing the lease or anytime between signing and moving in. Had that been done, we would have had the opportunity to review and if needed make corrections.
  The welcome letter was sent on 6/1/2023 and lists rent at $1618/mth
  The original lease was sent on 6/2/2023 and signed on 6/3/2023, rent states $1618/mth
  Due to the work required in the unit you originally secured, the option was given to transfer to a new unit at the same rental rate and lease terms as the original lease agreement which was accepted and the new lease agreement was prepared and signed.
  
  The updated animal addendum was signed on 7/25/2023 is also attached- The addition of the 2nd pet was at your request. I explained that the 2nd pet could be added to the lease at a later date and that if added now, the pet fee and monthly pet rent would be due. Due to the uncertainty of knowing when the pet would be here, you said it would be easier to complete everything now when all of the leaseholders would be available to sign. You provided all of the pet details (name, weight, age etc) and the addendum was updated. The additional pet fee and monthly pet rent were charged on the date of signing and your payment for the additional pet were also made and continued to be made through the move-out date.  Payments continued to be made monthly. For these reasons and signed addendum, we cannot approve the request to refund pet rent.
  
  In accordance with the VA landlord tenant act, you were provided with a move-in inspection form due within 5 days of moving in. The completed and signed inspection form was returned and accepted by management on 7/24/23. The signed inspection is also attached.
  
  The non-refundable pet fees are charged to cover costs associated with allowing pets on the property. Pet rent is a monthly fee charged to offset the additional costs of having pets on the premises such as increased wear and tear on the property. It is our policy not to charge pet deposits. Any and all damages (less normal wear and tear) in the unit are deducted from the security deposit.
  
  If I have miss understood any of the disputes or if additional clarification is needed, please dont hesitate to reach out so that we can discuss this further.
  
  Attached to this email:
  Welcome letter, quote, animal addendum, move-in inspection form, full ledger, lease agreement for both units.  
  
  
  
  
  Margaret ********
  Property Manager,
  Maple Bay Townhomes
    www.MapleBayTownhomes.com
    *******************************************
    ************************************************************
  
  
  
  
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/11/2024

  Our third party carpet cleaning vendor indicated a significant amount of pet damage as well as other stains, including wine.  They determined that the carpet was not salvageable and that the subflooring needed to be sealed due to odor.   Pet fees and pet rent are for the privilege of having a pet and do not go towards damages done.   The monies paid were pet fees, not deposits.  

   

  Thank you, 

  *************************

  Regional Property Manager

  Business Response

  Date: 01/11/2024

  Carpet estimate from third party vendor attached

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21010402
   
  I am rejecting this response because: As identified in the photos attached. one can see were the apartment complex's accusations of wine stains and pet stains is grossly overstated. As you can see there is NO discoloration of the carpeting as stated by the apartment complex.  One will also notice fresh vacuum lines and the carpeting in good repair.   Furthermore, much like the original lease, the Move Out Statement price kept increasing.   And increased, thereafter the filing of the Complaint with the Attorney General and Better Business Bureau.  ************ is coming once again with unclean hands.  I am simply asking for the deposit fees and monthly pet fee be applied to the cost the Apartment Complex is stating is owed. 
  
  Sincerely,
  
  *****************************