Business Profile

Property Management

Simpson Property Group, LP

Headquarters

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Complaints

This profile includes complaints for Simpson Property Group, LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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Submit a Complaint

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:09/04/2024
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.
We recently moved out of Meadows of Meridian Apartments under Simpson Housing. I provided them with a new address, which they claimed they did not have even though it was provided at least a month ahead of time. ****** from the office called and stated they owed us a refund on our deposit and she needed our new address to provide the refund. Now suddenly the paperwork that was sent shows they are charging $650 for new carpet when we lived there for only one year. We paid a $650 pet fee to move in with two small dogs one year ago and the carpet did not appear to be new then. I shampooed the carpet and we have professional cleaners come in prior to the move out, I do not believe the carpet needed to be replaced. We only had one small dog (our second dog passed away). Our dogs didn't even have access to portions of carpeted space. I want proof the carpet was new when we moved in and proof it was beyond normal use and had to be replaced, including a receipt showing it was replaced. They even had the ******** to send a threat to send us to collections with the first request for payment, again - after they told us we were owed a refund.
Business Response
Date: 09/06/2024
Ms. ******** thank you for reaching out to us via the BBB. We apologize for the misunderstanding surrounding your forwarding address. We understand that you have been in contact with our community manager, ****** to discuss your concerns regarding your move-out charges, specifically the carpet. We recognize that you cleaned the carpets, however, due to the degree of the pet urine on the carpet, it did need to be replaced to be in an appropriate condition for new residents. Ive attached the invoice for the carpet replacement. We did pro-rate the charge to $650 for one year. Thank you for providing your credit card information to settle your move-out balance. If you have any additional questions, please continue to communicate with ******, our community manager. We wish you all the best with your move.
Customer Answer
Date: 09/06/2024

Complaint: 22237496

I am rejecting this response because: I paid $650 to bring two dogs into the apartment one year ago and now you are charging me with an additional $650 one year later. I was forced to make a payment to avoid being sent to collections. The picture sent by the property claiming to be my carpet was clearly not taken in my apartment. I absolutely do not agree with the move out fees.

Sincerely,

******* *******
Business Response
Date: 09/17/2024
While Ms. ******* may disagree with the move-out charges,The Meadows at Meridian stands behind the charges as the carpet needed to be replaced due to pet stains and odor, to prepare the apartment home for its next residents. The cost of the carpet replacement was pro-rated to one year, as Ms. ******* was only a resident for one year. ********** has paid her move-out charges in full and from the perspective of The Meadows at Meridian, this matter has been resolved. Ms. ******* can reach out directly to the property manager, should she wish to continue the conversation.
Initial Complaint
Date:08/30/2024
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.
Subject: Request for Assistance with Emotional Support Animal Issue To Whom It May Concern",I hope this message finds you well. I am reaching out regarding an issue I am experiencing in ******, ********, with my emotional support animals (***s), Rainbow and Twilight. I have had both dogs for approximately ten years, and they provide me with essential support for my mental health.Recently, my new landlord, *************************, at The Sanctuary at Tallyns Reach, requested that I provide an *** form. I promptly had my licensed psychiatrist complete the form, which was created by the legal team at The Sanctuary. However, the landlord is now refusing to accept this form and has insisted that I provide a detailed letter from my psychiatrist describing the specific ways each dog assists me with my disability. This request appears to be based on the guidance of the apartment's legal team and HUD guidelines.It is important to note that I have previously rented apartments in **** and *******, where my therapist's signature on the *** documentation sufficed without any issues. This sudden change in requirements after receiving a welcome letter from the landlord is both confusing and distressing.I kindly ask for your assistance in investigating this matter, as I believe my rights under the Fair Housing Act and the Americans with Disabilities Act may be at risk. I would appreciate your prompt attention to this issue, and I can be reached at ************** or via email at ************************************* you for your time and support.Sincerely,*****************************
Business Response
Date: 09/05/2024
******************** has sought a reasonable accommodation under Fair Housing by requesting two emotional support animals be allowed to live with her in her apartment unit. As part of a reasonable accommodation request, we review the request to determine if there is a disability related need for the animal(s). Typically, individuals only request one emotional support animal but in some cases more than one is requested. HUD has suggested that more than one animal can be approved under Fair Housing;however, there needs to be a separate and distinct need for each animal. In Ms. ********* case, the documentation is not clear as to the separate and distinct need for each animal. Her letter indicates that each gives support for specific issues but it is not clear what those issues are and how they relate. We have denied Ms. ********* request for a reasonable accommodation, but we indicated that we would be happy to reconsider with further documentation specifying the separate and distinct need for each. We follow HUD guidelines in our review, approval or denial or our reasonable accommodation requests.
Initial Complaint
Date:08/10/2024
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.
The company's in question owns the the apartment complex I live in *********************** in ******, **. We've been without power for more than 24 hours due to negligence and improper electrical maintenence. Rental law in this state says any building without water or power for more than 24 hours is unfit for people to live in. They expect us to go through our insurance when it's their legal liability to compensate rent or give us alternate temporary accommodation (ie a hotel room) until the problem is resolved. We'd like our rent adjusted accordingly as it's our legal right and this problem resolved quickly instead of the finger pointing we've been seeing in emails directed at the power company and the lack of any responsability being taken by this company.
Business Response
Date: 08/14/2024
********************, thank you for reaching out to *********************** through the BBB. We apologize for the inconvenience that the recent power outage caused you. During this time, our team did the best we could to keep you informed of the situation while also troubleshooting the issue, sending seven resident emails over 48 hours. During the power outage, your apartment did have half power, which still allowed for habitable conditions. We also had warm showers available at the cabana, as residents have access to those bathrooms 24/7.

After some back and forth, it was ultimately determined that the power outage was caused by PSE, the power company. We worked diligently with PSE, our electrician, our maintenance team and Potelco to assist PSE in identifying the issue, so they could make the repairs to reinstate power.

Once again, we apologize for the inconvenience that this caused you over the weekend. If you have any other questions or would like to further discuss this situation, please reach out to our office directly at ************.
Initial Complaint
Date:07/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was evicted from La vida apartments. I was told by office manager and lawyer, to agree to move out and owe nothing. In late 2022 &2023 I was contacted by collections agency I owe this and they then put this on my credit report. That is dirty and wrong move by them. After moving out we only agreed to move out and your money is no good and said okay I leave the property and never returned. I had tried reach out and I get no one from that office to respond or call me back to resolve the matter. I actually call again be for writing this, this affects me because I have no place to live and they have this on my credit report.
Business Response
Date: 07/08/2024
**************, thank you for reaching out to LaVida Apartments through the BBB. We apologize for any confusion related to your eviction and your final statement. At no point was it discussed that after your move-out your outstanding charges would be waived. Upon departure from your apartment due to eviction on April 30, 2022, you were in arrears for rent from February 2022 to April 2022.
The breakdown of charges owed is:
- February 2022 rent: $1,715 (after deducting a $150 credit)
- March 2022 rent: $1,865
- April 2022 rent: $1,865

After subtracting your $1,965 security deposit, there was an outstanding balance of $3,480. As this was not paid within the required *********************************************** August 2022. To date, no payment has been made to the collections agency (*****************************) and the amount will remain on your credit record until it is settles. I've attached supporting documentation. If you have any further questions, please reach out to ***************************** directly as LaVida Apartments no longer manages this account.
Customer Answer
Date: 07/08/2024

Complaint: 21945520

I am rejecting this response because: when we were in your office, your office and the lawyer you hired rejected the monies to paid in full. When I was in your office you never said we owe you anything. Now you decide to put this on my credit report, also you never sent a letter or email at any time explaining any of this or the bill. You and the lawyer put us in a situation that we would have to take legal actions if this is not resolved. To where did you send this to? If you are going to put this on us, I only ask please tell the whole story and the truth, when I was in your office, how yall use talk to us in the most disrespectful ways., we do need to handle this in the most civil way and this is not on me let me be very clear, you did not want the money even though it was in my hand trying to give it to

Sincerely,

*******************
Business Response
Date: 07/17/2024
**************

The in-office conversation that you mention did not actually take place. Prior to the eviction proceedings, we had agreed to the attached stipulation to assist you with your payments, but you did default on the stipulation, which is why the eviction process resumed. After receipt of the court documents for the eviction filing,you had the right to appeal or pay the moneys owed to the court registry (in full since the state of ******* does not allow partial payments), but neither of those actions were taken. You also had the opportunity to appear at the eviction hearing, but you did not. The previously attached documents outline your non-payment and amount due as well as the eviction proceedings. In order to have this record removed, you can pay the outstanding balance directly to *****************************, the collection agency.
Customer Answer
Date: 07/22/2024

Complaint: 21945520

I am rejecting this response because:I am writing this letter to solve an on going problem with my old landlord from LaVida apertments(simpson properties). I was evicted from the property wrongly and I am now I am being charged illegally. I lease a property that I was evicted from and I have the monies to give the property manager and was told by him and the lawyer that they did not want my money and wanted me to go. The wrongful part of the eviction was when you didicidd back to activate the eviction process against me. I had an exchange of words that was not favorable on my part with the manager but to take action of such is harsh and makes things worst. This is probably going to be the last time I make contact of this situation. As we the world go thru pandemic why would **** want to keep me down by no taking this of my report. The manager and the agree if I leave I dont owe you anything and you want my money and we just want me to leave. We agree to leave and you sent a magic balance to Hunters and ******** for collections. Your company just put this on my credit report without any notice from lavida or the debt collector. I am writing to to advise you of this unfair practice and I want this off my credit report. I do expect to be off my credit report immediately without me have to file legal actions against you. Thank you.
Sincerely,

*******************
Business Response
Date: 08/05/2024
LaVida Apartments stands behind all of the responses and documentation that was sent previously related to this situation. The eviction was completed legally through the court system and sheriffs office. When Mr.******************* became behind on his rent, we tried to work with him through an agreed upon stipulation; the documentation for this stipulation is included.When ************** defaulted on the stipulation, LaVida Apartments proceeded legally with the eviction process. Once the eviction process begun, and ************* received the court documents for the eviction filing, he had the opportunity to either appeal the eviction or to pay the balance due to the court registry. ************** would have had to pay that balance in full as the state of Florida does not accept partial payments. ************** did not appeal the eviction, pay the balance due or attend the eviction hearing and therefore, he was evicted from his apartment home at ****** (the court documents are attached). As is standard procedure, Mr. ****** overdue balance was turned over to our collections agency, *****************************. At this point, the only action that can impact removal of his overdue balance from his credit statement is to pay the balance to *****************************. Ive attached Mr. ****** ledger showing the overdue balance.
Initial Complaint
Date:05/01/2024
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 notified management of constant water running in the wall behind a toilet in one of my bathrooms. It took three weeks for maintenance to arrive to check out the problem.I was informed that there was nothing that they could do to resolve this issue. However, April 19,2024 a inspection was performed with US Housing and the water was turned off so that the inspector could not hear it. After the inspection the water was turned back on Because I am third floor and this is a adjoining wall this is not only causing a mold problem for my unit it is causing a problem for five other units
Business Response
Date: 05/09/2024
Thank you for reaching out to Jefferson Square through the BBB. As you mentioned, both your apartment home and the adjoining apartment were inspected by US Housing and by our on-site maintenance team. During the US Housing inspection, the water was not turned off as all water sources needed to be tested during the inspection. The results of both inspections identified no leaks or mold. If you have any additional questions or concerns, dont hesitate to contact us at ************** or *********************************************************
Customer Answer
Date: 05/13/2024

Complaint: 21654450

I am rejecting this response because: The sound of running water is getting louder daily and I am keeping the bathroom door closed just to be able to sleep at night.

Sincerely,

*******************************
Initial Complaint
Date:04/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:01/17/2024
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.
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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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
Date:12/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I 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
Date: 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 Answer
Date: 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
Date:11/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:08/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,

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

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Simpson Property Group, LP is NOT a BBB Accredited Business.