ComplaintsforSimpson Property Group, LP

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/2023 moved out from apartment. I contacted them in April 2024 that I never received my security deposit. They said the would follow up with me. Still have not heard anything. They told me not to call them they would call me. This was over a week ago. They did this before and had me wait for my security deposit at their other property and took their time refunding it back. I had the manager of the new property call to get my security deposit back because they were not hearing me. Again I'm going through the same thing

  Business response

  04/22/2024

  ****************, thank you for reaching out to Passport Apartments through the BBB. We sincerely apologize for the inconvenience and delay on your security deposit refund. We appreciate you coming to our office this past Friday to pick up your reissued check. If you have any additional questions regarding this manner, please call us at ************ and we will be happy to speak with you to ensure everything has been resolved to your satisfaction.

  Customer response

  04/24/2024

   
  Complaint: 21586673
  
  I am rejecting this response because: I received a message from my bank informing me that the check was withdrawn from my account! Who does that? As I was going to respond informing that the issue was resolved, they withdraw the check back. Who does that?

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

  Business response

  05/03/2024

  ****************, we greatly apologize for the continued issues with returning your deposit to you. We recently switched banks and think that *** be the possible cause of why the check was withdrawn. A new check has been reissued, as well as an additional gift card as an apology for the inconvenience. Once again, we understand and apologize for the frustration this has caused.

  Customer response

  05/03/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ventilation in the apartments are filthy. When I moved in, the fire detectors were COMPLETELY saturated in dust that they were unrecognizable, the carpet in the bedroom was dust ridden, the walls were visibly gray, the window handles were and still are broken, outlets did not work, dishwasher does not work, the vents BLOW OUT DUST whenever used (it's cold weather so pretty much all the time for heating now) I moved in with my 14month old Son and shortly after he developed respiratory issues, he has seen his doctor EVERY MONTH since we moved here in October 2023 and each time has been diagnosed with a respiratory infection, he wheeze and has constant congestion. This was brought up to management as I requested an air quality test, I was denied one but offered vent cleaning. I agreed, whomever they hired carelessly BLEW THE **** DUST ALL OVER MY SONS ****, PLAYPEN AND ALL OF OUR FURNITURE AND LIVING QUARTERS. I have ring footage and personal photos and videos of all the dust/dust mites. They DO NOT care about residents health and safety. I have reached out to the property manager *************************** and Regional manager *************************** who have both doubled down on releasing me from my lease without penalty granted I release them and ********************* Ranch of all liability. My sons health is of no importance to them. I suspected they would somehow manipulate my apartment condition checklist that I submitted 48hrs after moving in. THEY HAVE IN FACT, WIPED OUT MY APARTMENT CONDITION CHECKLIST WITH A BLANK FORM WITH ******************** SIGNATURE AND NO SIGNATURE FROM MYSELF.

  Business response

  01/18/2024

  Hi *** thank you for reaching out to us via the BBB. We apologize for the challenges you've experienced while living at our community. Our maintenance team cleaned your apartment home upon your service request submission as well as ensured that the smoke detectors were functioning. Our apartment walls are painted gray *******************************, Agreeable Gray to be precise. The top outlets in your home are connected to the wall switches and will only work if the switch is turned on. We scheduled our window contractor to take a look at your window spring, but they were unable to make the repairs as you would not allow them into the home. The move-in checklist that we have on file with your lease documents does have your e-signature on it, with no noted concerns related to the apartment condition.
  
  We have worked hard to try and address your concerns, but as you are unsatisfied with your home at ********************* Ranch, we have allowed you to submit a 60-day notice to vacate without penalty. As you submitted your notice to vacate on 12/27/2023, we have you set to move out early on 2/27/2024 without any additional fees or penalties. If youd like to continue this conversation, please reach out to our community manager, ***************************.

  Customer response

  01/19/2024

  Responding to Simpson Property Group,
  
  You have illegally tossed my detailed apartment checklist that I handed personally to *****. The blank copy provided to me does not have my signature, nor did i ever decline to sign one. An electronic signature was never requested post move in. I detailed every concern, especially the window conditions, as I have a 17month old Son (who was 14 months old at the time of our move in). There is no logical reason I would deny access for window repair as it pertains to the safety and well-being of my son. 
  
  My sons health has suffered greatly at Villas and I have kindly asked to be released earlier with a 30 day notice due to that fact. 
  
  You have taken advantage of the situation as you have scraped your perceived evidence of my forthcoming with issues regarding the apartment. 
  

  
  

  Customer response

  01/30/2024

  I would simply like to be let out of my lease within 30days from given notice and without penalty as previously stated by the property manager via email. 

  Business response

  02/05/2024

  Hi there

  Per the attached email, we have allowed you to submit your notice to vacate without penalty with a 60-day notice, when you provided. There was never a discussion of a 30-day notice. Please provide our community manager with your forwarding address since you have already turned in the keys to your apartment.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started a lease with The ******************** in Oct. 2022. I resigned my lease on Oct. 2023 for another year. In November I received a notice stating that I missed rental payment back in June 2022 on previous lease. I couldn't understand if I missed a payment then why would the company extend another lease to me. So I went back to do my research and call my bank as well as emailed the office. Once speaking with my bank I was told that no transaction existed. I emailed the manager and explained to her. I emailed my bank statements showing that there was no transaction and didn't understand what happened because clearly they had records of a transaction from the payment and charged a late fee. I didn't have a problem with paying the monies but my issue is: Why would you extend a lease to me if a payment was owed to your company after 5 months. I asked for a payment plan so that I would not get behind on my upcoming rent and was told NO! ******************* but because of this oversight this has caused me to fall further behind without a care to the company. When I went to pay my December rent, they took it and labeled as June rent. So now I owe for December. All I asked was for a little ***** on June rent. If I was able to make payments on previous lease. I don't think its fair to me as a tenant when that lease was terminated and I started a new lease. I asked if I could speak with corporate but was told NO. When I emailed all documents they were not reviewed and manager did not respond until after 2 weeks I went to the office and that's when my email was pulled up to discuss.

  Business response

  01/02/2024

  Hi *******, thank you for reaching out to ******************** through the BBB. We apologize for any confusion surrounding this situation and we are happy to work with you on a resolution. Our Community Manager has been in touch with you to setup a payment plan, per your request.If you need additional assistance with this situation, please continue to work with *****, the Community Manager.

  Customer response

  01/02/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 5th I found black mold in my second bedrooms closet .. I called emergency maintenance and was told it was not an emergency and someone will by by the following day. I had to call to see if anyone came by and nobody did until late in the evening. They put a mold killer on the wall but never repaired the carpets. They will only test for mousiture and not mold. On 9/29 I found more mold on my patio ceiling. It is now November 2nd and I have been trying to get someone to test for mold as well as move me units and they are just saying they will come clean and thats it. The downstairs neighbors now have mold in the same bedroom I did. My vents also look like they have mold in them as well. They never ripped my carpet up or tested for any mold. I am now having health issues in regards to the mold.

  Business response

  11/06/2023

  Hi ******, thank you for reaching out to us through the BBB. We apologize for the issues youve experienced and understand that you are working with your Community Manager, ******, on transferring to a different apartment which will meet your needs. If you have any further questions or need assistance, please don't hesitate to reach out to ******.

  Customer response

  11/06/2023

   
  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.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently moved out of ********************** under Simpson Housing and was charged for unreasonable move out fee. The apartment was deep-cleaned throughout but I was still charged for cleaning fee. There are some normal wear-and-tear on the carpet but they charged me for replacing the carpet. I requested evidence/proof of purchase that can show the carpet was brand new when I moved in and proof-of-purchase/receipt of the new carpet, but did not received any reply. The property did not respond at all and directly send my information to a collection company.

  Business response

  08/18/2023

  Hi **** thank you for taking the time to reach out to us through the BBB. We are sorry to hear of your frustrations and apologize for any confusion around your move out charges. As per the email conversation with our Community Support Specialist, *******, there were several areas throughout your apartment that required cleaning, which led to the cleaning charge. The condition of your carpet was beyond normal wear and tear so we did have to replace it. Ive included the photos that we took during the move-out inspection. We want our residents to feel supported and taken care of at our community, so please get in contact with our leasing office if youd like to continue this conversation.

  Customer response

  08/18/2023

   
  Complaint: 20485639
  
  I am rejecting this response because:
  The majority of the area in the apartment had been cleaned and what shown in the pictures does not require extensive cleaning service at all and I do not agree that I should be charged for cleaning fee for the entire apartment. Second, I still dont see proof of purchases for the old carpet before I moving and for the new carpet. 
  Sincerely,
  
  ***************

  Business response

  08/31/2023

  Hi Aidi - Weve attached the invoice for the replacement of the carpet as well as the photos of the condition of the carpet after you vacated the apartment. Weve also attached photos of the apartment condition,which required additional cleaning therefore leading to the cleaning charge.Please contact our office at ************ if you have any additional questions about these charges. 

  Customer response

  09/01/2023

   
  Complaint: 20485639
  
  I am rejecting this response because:
  I requested proof of purchase for the original carpet when I moved in but did not received that. I need to know the service life of the original carpet since the apartment management has responsibility to change carpet every five years. If the carpet is outside of its service life then its the managements responsibility to replace it, not the tenant. Also Im very upset and disappointed that the management didnt responded to my email request before and directly send my information to collection company. You must cancel the collection for us to resolve this issue.

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

  Business response

  09/12/2023

  While we stand by the fact that the apartment was left in a condition that required additional cleaning and a carpet replacement, we have chosen to refund the carpet replacement and cleaning charges. Your account will be pulled out of collections and you will be left with a zero balance.

  Customer response

  09/19/2023

   
  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is an extra $689.52 charge on my bill for 9 days rent which I DO NOT OWE. There is no way to avoid paying this charge when using the Web Portal to my make my final lease payment. IS THIS YET ANOTHER SIMPSON PROPERTY SCAM?Also note there are still trash cans littered in my walk way despite being told by the leasing office they have resolved the problem, which is clearly a lie to me. THIS IS THE WORST MANAGED AND MAINTAINED PROPERTY I HAVE EVER LIVED IN. The entire 12 months I have lived at this property trash cans have been littered 24/7 in the walk way to my apartment with rancid garbage left out for days on end and unhealthy stains from leaking garbage bags every where.

  Business response

  08/01/2023

  Hi ******************** thank you for taking the time to leave your feedback and reach out to us via the BBB. We are sorry to hear of your frustrations and apologize for any confusion around your move-out statement. We were unclear as to your plans at the end of your lease, so your apartment was not put on a notice to vacate. This issue has been corrected and your move-out statement should now be accurate. We want our residents to feel supported and taken care of at our community, so please let us know if we can answer any additional questions. 

  Customer response

  08/01/2023

   
  Complaint: 20404829
  
  I am rejecting this response because:

  1) If you carefully read the many notices I sent to your leasing office in the past **************************** writing I would never consider extending my lease and I would be moving out asap.  I attached one of them as an example given to your leasing office starting in June and forwarded to you via the BBB.  I was also given written notice that I was being forced to move and I would be evicted if I stayed pasted Aug 22, 2023.  After I mentioned this notice that you would not extend my lease via our BBB correspondence I was told this notice was given because the apartment was being renovated which seem illogical because the apartment was renovated right before I moved in.  Being my rent was paid on time every month the only reason I can imagine that this move out notice was given must of been because I demanded what I was paying for and didn't accept endless excuses for the failures of your management and maintenance staff.   

  2) You did not address the continued issue with trash cans being littered 24/7 in my walk way.  The trash cans are still littered in front of the building and in the walk way to my apartment.  Attached are 2 images that I just took on 8/1/23 at 2pm.   You leasing office stated in writing the issue was addressed and resolved.  It does appear 1 tenant that told me everyone was laughing at me when I told them I was embarrassed to have guests over because I live in a garbage dump appears to have stopped placing their trash bins at the base of my stairway.  The entire years time I lived in this apartment trash cans have been littered in my walkway 24/7 and endless piles of rancid smelling garbage bags have been left out for days on end.   Your leasing office just ignored the problem/complaints for 11 months until I posted weekly images on the front door of your leasing office for last 5-6 weeks in a row and forwarded the complaint again to you via the BBB.  

  3) I am requesting compensation for the failures of Simpson Property Group.  

  ps.  The few times I came near the leasing office door just before 10am and bumped into your leasing staff I was always greeted with "We are not open", not a single hello or please come back after 10am.  Per your advice to get the kitchen lighting fixed, when I attempted to speak to your maintenance worker his first words were "I don't have time".  Never a hello, how are you or what can we do for you today.  

  Thankfully the BBB exists and most all my issues have been clearly documented starting from the first month I moved into your property.
  
  

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

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Simpson Property Group has failed to offer a livable environment.Currently the smell of garbage bags left out in the direct path of the entrance to my home for days at a time in the high heat is sickening. The lease violations have been reported repeatedly to the onsite management as recommended by Simpson Property Group **************** and with no results in producing a livable environment. The horrible management and maintenance of The Meadows at Meridian Apartments has prevented me from inviting guest to visit out of embarrassment that I live in a literal gross smelling garbage dump.The Meadows at Meridian Apartments are the worst managed and maintained property that I have ever live in. Ensuring the issue wasn't isolated to myself I questioned others and every person I have spoken to dislikes the employees of Simpson Property Group and all have like issues. My emails sent to the property management are ignored, when reporting issues with the property, I am told there is nothing they can do to make things right, told make repairs myself or some other excuse is made. When I spoke directly to maintenance staff I was told they have no time to assist me.

  Business response

  07/17/2023

  Thank you for letting us know about the ongoing situation.We have sent the photos over to our trash vendor as well as our maintenance team addressing this. We also sent a flyer to the entire building concerning the policies on placing trash out and bringing the receptacle back into their apartment. Please do not hesitate to contact us directly if you'd like to discuss this further.

  Customer response

  07/17/2023

   
  Complaint: 20326017
  
  I am rejecting this response because:  After 11 months of having to deal with the garbage piled up outside my apartment door this is the first response that any action might be taken.  The garbage issue has been occurring for the past 11 months since the first week I lived on this property.  When I noted the issue on week 1 that trash was not being removed and sat out all week I was told "There nothing we could do about it" and "We are having troubles hiring anyone".   From day 1 your tenants have not followed lease agreements written by your lawyer and your management has refused to enforce the agreement.  I have repeatedly notified YOUR CORPORATE OFFICE of the problem via the BBB which go back many months in time, to the property manager onsite with multiply postings on the office door, through your web portal to the maintenance staff and as a portal message and posted notes on my garage door.  This last weekend with the summer heat the rancid smell is unbearable as trash was left out for 3 days in the 90+ degree weather directly outside my front door.   I have not been able to invite guest over because it is embarrassing to live on this property as it is a literal a garbage dump with bags of garbage left out for days at a time and direct path to my door is littered 24/7 with trash cans.   YOUR CORPORATE OFFICE via the BBB told me to speak directly to ************** of the property who in the past I feel have profiled me and committed elder abuse.   That is why I have only posted notices, tried to communicate using the BBB and through your web portal.  It is not safe speaking directly to anyone on your property.  I spoke to one of the tenants directly about the trash and they told me "Everyone is laughing at you".   Your office "*****" may have even notified the police because they did not appreciate hearing my repeated complaint.  I broke no laws.   

  You can find the three notices that I posted on your complex's office door attached to this response with images.  I also have lots more images of the messages posted on your portal and of piles of garbage that I shared with the property management repeatedly over for the past year.  Nothing to date has been done to resolve the issue.

  Then add the compound of other issues:
  

  1)  Initially at move in my toilet didn't flush until I made repairs myself because your maintenance staff refused to fix the issue which took me over a month to figure out the value inside the toilet was not opening correctly.  Your maintenance staff told me to replace the toilet myself.  The toilet seat also currently does not fit the toilet bowl giving me sores on my legs.

  2) The overhead lightening in my kitchen did not work for about a month and your maintenance staff initially refused to fix it telling me that was because I did not click a check box on your portal to allow entry at anytime to make the repairs.   I am dealing with cancer and have to be careful because of the virus.  Plus I've been working with secure data for the US Government, SpaceX and my business that I must protect.    YOUR CORPORATE OFFICE told me to speak directly to your staff and when I did speak to your maintenance employee I was told "I do not have time".  I even requested to borrow a latter so to make the repairs myself because it was not acceptable living in the dark for a month.  After a month of complaints using the BBB and your portal the contractor who installed the lighting eventually made the repairs.  Despite noting at the time of the complaint to please wear a mask before entry they initially did not.

  3) The drying never functioning correctly, the automatic garage door not closing, the doors swelling and not closing correctly and the long list of other flaws on my initial inspection report are just annoying.  

  4) When I initially moved in I attempted to use email to communicate to your management staff, my emails were not responded too.   Because of the horrible treatment and unacceptable responses to problems that have occurred while living on your property that is why I have been insisting all communications be in writing.

  5) I received a notice saying if I do not move out at the end of my lease I will be evicted.  I have done nothing wrong, just rightly complained about issues with your property and how I was being treated.  I look forward to getting out of this literal garbage dump asap.

  When I moved out next month, even after cleaning the apartment I am expecting to be attacked with fabricated cleaning charges.  How can anyone trust Simpson Property Group to be fair.

  I am due Compensation.

  Sincerely,
  

   *******************************

  Business response

  07/26/2023

  We have done everything that we can to appease ******************** and his concerns, and he is planning to move out of his apartment home next month.We have chosen to non-renew his lease as we are undergoing renovations on the property and his apartment is scheduled to be renovated. Regarding the outstanding maintenance requests, in order to assess and make the proper repairs, our maintenance team needs access to his apartment home, which he has refused. Our team is unable to do virtual maintenance repairs. With regard to the trash issues, our trash vendor, Valet Living, has been short-staffed and we acknowledge that this has presented some issues for our residents. Weve been in continuous communication with our residents on how to handle excess trash in the meantime and we are also addressing this with our trash vendor. 

  Customer response

  07/27/2023

   
  Complaint: 20326017
  
  I am rejecting this response because:

  What actions has the Simpson Property Group taken to date especially with trash cans and garbage?  

  1) No action has been taken to stop the piling of rancid garbage in the direct path to the entrance of my apartment.  I have supplied to the Simpson Property Group images of rancid bags of garbage left out all weekend for the past 5 weekends in a row.  This issue has been a problem for the entire past 11 months with ZERO action taken.   There are also tons of stains from garbage everywhere which are also clearly a health hazard.  I have never been able to invite guests over out of embarrassment that I live in a garbage.  Read your own lease and realize how much emphasis your attorney made in regards to trash and then recognize your complete failure.

  2) No action has been taken to stop the tenants from leaving trash cans in the direct path to my apartment 24/7.  Just took a video of the entry to my apartment at 10:45am on a Thursday that clearly show multiple trash cans in the middle of the day in the direct entry path to my apartment.

  3) When I posted many complaints around 10 months ago using the BBB I was told to speak directly to the property manager.   After being profiled and receiving elder abuse I do not feel safe speaking directly to the management staff.  I send multiple emails to the property managers and I received no email responses.  These are the reasons why I now communicate through the BBB.

  4) I have never refused entry into my apartment to make repairs other than not clicking a check box on the property's portal *****ing 24/7 access, this again is because I am dealing with cancer and sensitive data on my computers.  Even asking your staff to wear mask when entering my apartment they did not and I cannot be expected to pack up all my computer equipment each time I leave my apartment.  I did make the suggestion you add the ability to define a time frame window to perform maintenance to your portal.  What I did not ***** is unabated 24/7 access into my apartment and I required a set time when I was on site. What I did attempt to do is to have all communications with the Simpson Property Group be completed via the BBB. This is also well documented.  You also have my phone number.

  5) The apartment I am in has already been renovated.  Why I would never renew a lease at this gross property which is managed & maintained by a horrible staff and I believe the reason for non-renewal is because I complained about: Piles of garbage in the entry way to my apartment, trash cans being littered everywhere 24/7, my garage door not functioning, my toilet not flushing, the overhead lighting in my kitchen not working for about a month, complained about the package delivery scam I was forced to paid for that was never explained and I never used, my drying not working correctly, submitted a long list of move in defects, complained about being profiled by asking me how much I alcohol I drank and when I repeatedly complained about property issues listed I believe the police were contacted, and lastly elder abuse which I believe is criminal that I have yet to describe in any detail.

  There is a long list of complaints in the public domain about the how terrible the communications are between tenants and the management of the Simpson Property Group.  The first day on site when viewing the property I was witness to a conflict a tenant had with the property manager.  All the tenants and those contracted to work for this property have told me they dislike the property managers, never a kind word ever was mentioned.

  Your insulting delusional response is a perfect example of the how awful tenants are treated.  Again, what did you do to stop the piling of garbage and trash cans being left out 24/7 in the direct path to my apartment? 

   

  Sincerely,
  

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

  Business response

  08/09/2023

  To address Mr. ********* trash concerns, we took the following actions:
  1. Contacted Valet Living, our trash vendor and they came out and picked up the trash.
  2. Contacted the residents where trash cans were left out, reminding them of ***************** and requirements.
  3. Picked up trash cans that were left out.
  
  We apologize for the dissatisfaction that ******************** has had living at our community and as he continued to be unhappy, we offered him the option to move out without any penalty. We have worked hard to address his concerns and wish him the best as he moves out of his apartment at our community this month.

  Customer response

  08/09/2023

   
  Complaint: 20326017
  
  I am rejecting this response because:  The Simpson Property Group is incompetent in managing, maintaining, billing and are insulting to a tenant's intelligence.  Trash cans are STILL left out 24/7 in the direct path of my apartment.   It took 11+ months for the property manager to even acknowledge the issue I have been reporting repeatedly since the first week I moved into my apartment.   All my complaints are well documented on the BBB website starting 1 year ago with images and I have made/filed dozens of complaints over the last year.   I had to post complaints with images on the front door of the leasing office for 6 weeks straight to even get the the property manager to acknowledge the leaking rancid smelling leaking garbage bags being left out for days on end and trash cans being littered 24/7 directly outside my front door and along walking to my apartment.  I LITERALLY HAVE LIVED IN AN EMBARASSING GROSS GARBAGE DUMP FOR THE ENTIRE PAST 12 MONTHS AND HAVE NOT BE ABLE TO INVITE GUESTS TO VISIT OUT OF EMBARASSMENT.

  Simpson Property Group has failed me repeatedly and ALWAYS pass blame.   The garbage problems could have been corrected on week 1 if the property manager would have followed the remedy contained in the lease I signed created by your legal department.  The garbage issues is just one of MANY problems that I have had to deal with.
  

  Again, I am requesting compensation in the form of a refund for the long list of Simpson Property Group's FAILURES and ABUSE!

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There was a fire on 2/21/23 in Apartment 602 at the ************************* Apartment Complex (Simpson Housing). My 502 apartment was damaged extensively by the sprinklers, resulting in loss of 90$ of my furniture and electronics. ************************* had allowed the 602 tenant to live in the building with no renter's insurance (since November 2022). Because of this lease violation, my personal insurance policy had to be used ($25,000). They also provided my contact information to ServePro, without my permission. ServePro had been doing water removal so when they contacted me, I thought reviewing the contents was just the next step (provided by *************************). Instead, I received a bill for $11,098 from ServePro. There is only about 7K remaining on the policy, which I had allocated to cover furniture and electronic items that were lost. If ************************* held the tenant to the lease (and not given out my contact information), none of this would be my problem. Instead, I am facing financial ruin and an inability to replace that were lost due to no fault of my own.

  Business response

  06/28/2023

  ************** is correct that there was a fire incident above her.  Unfortunately, the amount of insurance she procured did not cover the expense of the damage to her belongings.  Although the responsible resident did not have insurance at the time, does not negate that she can attempt to collect the amounts owed from that resident.  With that being said, we are willing to work with ************** and have been in contact with her regarding the situation.  We hope to have a compromise in the next couple weeks. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in a Simpson Property about a year ago. Recently while checking my credit report I saw that there was a collection account from an agency related in regards Simpson. When I inquired, I was told that I owed money related to some wall damage. I was never notified of this charge by Simpson Property or the collections agency. I asked the property why I never received any communication: a phone call or an email. If I owed Simpson money I would assume that they would take every effort to collect. When I spoke to the complex (the employees were very kind and helpful as much as they could) they informed me that the communications were sent only via mail and confirmed with me that they had the correct address on file. I never received any letter from Simpson or the collections agency they work with. I asked if they could confirm with me and send me a postal receipt or contact information to Simpson's procurement department to confirm these were actually mailed and to possibly take the next steps with the post office. I was told that they have no such thing and that they simply put the envelope in the mail. I am currently attempting to apply for graduate student loans and this issue could impact my ability to get an education. I received no communication regarding outstanding debts and cannot get any receipt that these letters were indeed mailed to me. Again I would like to reiterate that the employees I spoke with at the property were very kind and as helpful as they could be. Simpson, please reach out to me so I can go to school and get this issue resolved. It is unimaginable why Simpson would not have made contact with me if I truly did owe them money.

  Business response

  05/31/2023

  Thank you for taking the time to reach out to us through the BBB, ********. It is never our intention to provide confusing information that leads to a misunderstanding. After confirming your forwarding address, our assistant community manager mailed your move-out statement to the forwarding address that you provided. This statement was not sent back to ** as undeliverable via ***** Additionally, we provided you with the letter history from our collection agency with the dates and type of communication sent. Weve included this information again with this response. Please let ** know what clarification we can provide and what additional questions you have. You can reach us at ************ or *************************************************

  Customer response

  05/31/2023

   
  Complaint: 20090492
  
  I am rejecting this response because:
  

  Simpson Property Team, I appreciate your prompt response. Unfortunately I never received these communications that were outlined in the attachment. This attachment does not serve as proof of delivery, or evidence of mailing, of my move out statement or any communication. According to section **** of my Lease agreement (attached), I was to receive this within 30 days of moving out. 

  I received dozens of communications via text, email, and phone regarding other items while living at Skyhouse and was a great resident who always paid on time. It would be extremely out of character for me to miss something like this. Also curious to know why I was the only one hit with such circumstances as my previous roommate was on the lease as well. 

  Even if I paid this debt that I allegedly owe to the collections agency, they do not remove these notices from my credit report (if I request) and I will still unfairly be impacted while applying for student loans to go back to school. I am more than willing to work something out with ******** as my credit score is my main concern. 

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

  Business response

  06/09/2023

  Hi ********************* your lease, final move-out statements are not required to be sent via certified mail and since we did not receive your statement back via ***** we were unaware that you did not receive it, therefore we did not reach out to you about your balance. Our collections agency, ***************************** attempted to collect the balance from you prior to it reflecting on your credit. We apologize that it has gotten to this point, but unfortunately this could have all been avoided if you had responded to Hunter ********* request for money or reached out to our team after receiving notification from *****************************. If youd like to continue this conversation, please contact us at 214-446-3881or *************************************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase in March. The item was said to be received on March 23rd. I picked the items up on March 25th (I received several other packages and one of the packages said to see mgt). I went the following day, one of the office workers went to the locker and checked my unit and said that it did not show my unit having any packages. I was told to speak to the mgr. who had access to the lockers and could open the lockers and check it. I went in the following day and spoke with her. She told me that looking through the locker would take her all day and that it was more than likely not sent because during ************** was claiming to have shipped pacakges that were not. I mentioned that it was not Christmas and I would like her to open the lockers so I can get my package. She said she didn't want to do that because that would cause issues with other residents who would wonder why mgt was going through the lockers. I suggested that she write an email asking residents to pick up their packages within the next x days because she needed to go through the lockers to check for a package. She did not like this suggestion. I followed up via email explaining that my package is important to me and while it is an inconvenience, this is within her purview to fix. It is just infuriating that people are in the office supposedly to help and go out of their way not to.

*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. ↩