Complaints

This profile includes complaints for MacAlpine Place Apartments's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MacAlpine Place Apartments

  152 Macalpine Way Dunedin, FL 34698-8384

• 

  MacAlpine Place Apartments

  1745 Shea Center Dr STE 200 Highlands Ranch, CO 80129-1540

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:05/10/2023

  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.

  The company has multiple issues. They will not complete repairs, including even issues involving mold after water damage. If you attempt to utilize your legal rights to withhold rent until such time as repairs are made they will tell you they do not care and that if you do not pay they will file an eviction. They rely on people not knowing the law or not being able to afford an attorney as well as being afraid of evictions and the damage it can do. They will wait until after the 1st and add additional charges to your bill without telling you. So if you pay in full on the first, you then have more added that is due that you will either not know about until it's late, or if you find out and inquire they will simply wait to respond until AFTER it becomes late so they can automatically charge you the late fee. This happened multiple times. They also do not properly bill for water according to Florida administrative codes. They will only send you a monetary amount that they demand be paid in full. If you request more information they only make excuses and tell lies about it. When the actual legal statutes are presented, they then just flat out refuse to communicate and/or will just say they are referring you to their legal team and they will default back to their "pay or face eviction". The water was not charged per building as was contracted. There was massive amounts of water being used for the storage area to clean boats and for workers of a landscaping company to clean their skidsteer. I wouldn't be surprised if the water dumped in the drains through the broken landscaping sprinklers that weren't maintained was also added to the bill. This all caused to bills to fluctuate wildly. They flat out told me that there is a meter for each building from the city for water consumption. I contacted Dunedin water and they told me that was false, that there was only one meter for the entire complex. Trash was not maintained, nor maintenance or cleanliness per tenant/landlord law
  

  Business Response

  Date: 05/16/2023

  In response to consumer's complaint, attached is a copy of the Final Account Statement. The account was assessed correctly, with consumer receiving a refund in the amount of $1,223.06.

  Customer Answer

  Date: 05/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It in no way answers or responds to the actual complaints I raised. It only looks at the moving out closing costs but does also add in a $20 cleaning fee despite the apartment being completely cleaned including the carpets (I have pictures), and the fact that to my understanding it is against Florida law to add a cleaning fee after the fact unless it was explicitly written into the lease. It is just further behavior from this company doing whatever they want while hiding behind expensive corporate lawyers just as they did with the refusing to repairs and illegal utility billing while refusing to provide documentation to the amounts. I had even requested the overall water documentation per month and the number of people per building so I could calculate the amount myself. They again of course refused that with various excuses for as to why until finally they just stopped responding. I have all emails and documentation saved and can present it to BBB if needed. I am just trying to get this resolved without using an attorney as I am limited in funds being a 100% disabled combat veteran but am willing to take it to the mass tort level if required as they are numerous other people that have been illegally charged and wronged by this company.
  
  
  
  Sincerely,
  
  
  
  Patrick ******

  Business Response

  Date: 05/19/2023

  as noted in the previos response to consumer's complaint, the account was assessed correctly, with consumer receiving a refund in the amount of $1,223.06.

  Customer Answer

  Date: 05/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It once again does not address the actual complaint and issues at hand. I did not once mention the move out reimbursement that they keep referring to. The problem was that the utility billing was never verified, money stolen from me from the very beginning when I was told it would apply to the security deposit, and not complying with the law on their part. $260 admin fee I was told would be reimbursed if I was denied or go towards the lease if approved. Once I signed the lease then they changed their tune and claimed that isn't standard practice and wouldn't have been said. When I showed proof it was said they just claimed that person no longer worked for the company and basically just said oh well. For the water bill, I requested documentation to show correct water billing amounts and the company flat out refused to provide any. All they would give is a monetary amount (which varied GREATLY per month) and threatened to evict me if I just didn't blindly pay it. I continually requested documentation to verify the amount being charged and they refused. This was even directly to the billing department and an Eileen Lindsay who flat out refused to provide any documentation or information of any kind. They refused to follow FL administrative law or even give information so residents can verify calculations themselves. The only reason for this would be outright theft. I requested water billing information from the city and they not only refused but also lied about the number of city water meters on the property as I verified with the city water department. The are refusing to provide ANY documentation to charges and just expect everyone to blindly pay whatever they say should be paid and threaten eviction if you dare challenge that or ask for documented proof. There is also zero mention of the violations for repairs or cleanliness per landlord/tenant laws (presumably because they know they have zero defense for blatant violations). I had a working ice machine for about 2 weeks out of the year lease. When they did show up they either did nothing or left it disassembled and just closed out the maintenance request. It had to be submitted multiple times and was still never fixed. The grounds are filthy all the time, and was cleaned one time in the year I was there. Trash is always overflowing everywhere despite paying to have it removed. On top of that they arbitrarily increased the trash fee despite the flat amount being written into the contract and would therefore be in breach. Their justification was that they were adding recycling services and they sent out a memo stating this (which they never did). Once I called them out on the legality of it being that it is a new service and was not agreed upon, they changed it to say the costs increased. I had emailed the local manager and the district manager several times with issues and when they were show blatant violations of the law they would then revert back to their old "pay or face eviction" or they would simply just ignore email correspondence with any issues and complaints I had. They are violating several state and federal laws while hiding behind corporate attorneys and refusing to do their jobs. They ignore inquiries about random charges until they can tack on late fees or add fees after the 1st when people have already paid so they can add the late fees. None of them have any integrity in billing or management. This is why they can't even answer the complaint and just keep deflecting to move out charges.
  
  
  
  Sincerely,
  
  
  
  Patrick ******

  Business Response

  Date: 05/24/2023

  In response to consumer's rebuttal, please find attached 1) copy of the ledger for consumer's account 2) copy of the online leasing application signed by consumer 3) copy of the utility addendum signed by consumer. Per the leasing application, under Refund Policy, "Application fees are nonrefundable. The Online Lease Other Move-In Fee is only refundable if the application is not approved". The ledger provides the accounting of the $260 move-in fee. With regards to utilities, the utility addendum sets forth how the utilities are calculated (based on formula 6; further detailed on page 2 of the addendum). As stated previously, the account was assessed appropriately and no further amounts will be provided.

  Customer Answer

  Date: 05/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The representative of the company told me directly that the $260 admin fee would go towards the security deposit if approved. The trash fee was raised during the lease even though it was a flat fee yet they didn't have the trash removed. It was piled up multiple times every single month. As far as the water, I understand that it is calculated based on a formula. The problem is the company has been shown to be very untrustworthy lying about multiple things including even the number of water meters for the property. As such, I want verification of the charges not just their word for it and per FL administrative code I am entitled to the information. They have refused to provide the variables within that formula for calculation and continue to do so even now. There is no privileged or private information in any way that goes in to the calculation. So the only reason they would have to withhold it when asked is they are once again not being truthful and they are inflating the calculations and flat out stealing from residents. If they are doing it at this property then I can guarantee they are doing it at all properties nation wide. At the very least the managers and accounting department would have knowledge of this and are legally culpable as such, hence the adamant refusal to provide the information to avoid civil action.
  
  
  
  Sincerely,
  
  
  
  Patrick ******

• Initial Complaint

  Date:04/20/2023

  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.

  The apartment that I rented from MacAlpine place was in very poor shape. I rented the apartment sight unseen as I was moving from Georgia to *******. I will enclose photos of the condition of the apartment. I requested resolution to these issues and they were not completed. I will also enclose, a copy of an email I sent to them regarding some issues along with the problems with mold the refrigerator in the apartment broke down four different times, and was not fixed in a timely manner. I lived in the apartment during the summer months and lost all my food for different times for the refrigerator not working. Due to the condition of the air conditioner, which I will include in the pictures, caused me to have very high electric bills as well. All of these things were brought to the attention of the office through their website. The biggest issues being the refrigerator problem and the mold throughout, causing me to have continuous allergic reactions. I would like to have access to the company website, as that is where all of the communication took place regarding the problems. Every single window and vent or air intake in the apartment was covered in mold. This does not follow their very own rules, which i will enclose in the lease I will send. Please see their paragraph 32 for this information. I contacted them many times regarding the issues and finally gave them my 60 days notice. I moved out and paid the last two months rent which was the 60 days and told them I would not be responsible for any additional charges because of the condition of the apartment that was never rectified. They sent me a bill for two more months rent and subsequently sent it to a collection agency. I do not feel I should be responsible for this charge as they did not keep their end of the deal. Please let me know if I can be of any other assistance in this matter and if you need any more information. I will send you pictures and the lease and a copy of an email that I sent to them.

  Business Response

  Date: 04/25/2023

  In response to consumer's rebuttal, a check was mailed on April 13. Consumer will need to allow 15 postal days for receipt.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19960370
  
  I am rejecting this response because:

  At this time I am not understanding as the business response as to a refund check as my complaint was regarding dropping the Collection because I do not feel it was owed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/25/2023

  Please disregard the previous response. In response to consumer's complaint, please find attached the following: 1) a copy of the Final Account Statement with a balance due in the amount of $5,616.12; 2) copy of the Lease Contract Addendum (early termination) signed by consumer; 3) ledger of Service Requests made by consumer with their respective completion dates. Pursuant to the lease, consumer moved out prior to the lease expiration of 6/5/2023 and therefore, owes the early termination fee in accordance with the lease. Consumer made payment in the amount of $1,083.39 on January 9, 2023; therefore the balance due is now $4,532.73. Consumer is welcome to contact ******* at ************* to discuss payment of the balance that is due.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19960370
  
  I am rejecting this response because: the log of the issues with the apartment is incomplete. The refrigerator stopped working 4 different times and was never resolved. The mold in all the window ***** and corners ( as in the pictures I sent) was never resolved, nor listed in the maintenance log. Also, the poor condition of the seals around the windows was not mentioned at all. This is where I saw trails of ants coming in every day. They said they treated the apartment for insects one time, but it never resolved the issue of the ants coming in  in several windows, being the kitchen and master bathroom. They were notified of this, and it was not resolved. Therefore, there were ants in the food which had to be thrown out, so the log is not correct, and does not list all the issues I had with his apartment.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/07/2023

  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.

  My partner and I were looking to move-in to ********** Place in ******* (152 MacAlpine Place). We filled out an application that cost me $260.99 for an Online Lease Other Move in Fee, $75.00 for Online Leasing Application Fee, and $75.00 for Online Leasing Application Fee for a total of $410.00. We were approved for a lease and sent a lease start date that did not correspond to our request. I tried and tried to speak to someone on the phone about changing our lease dates but NOBODY called us back, texted us back, or tried to revise the lease dates via email/computer. I reached out multiple times via text message because that was their preferred mode of communication. I specifically said that at this point, we will have to lease with another entity. I asked for a refund at that time. I am being told by their territory business manager, *************************** (Business Manager, UDR P: **************, Opt 1 then 1) that the fees are non-refundable. My position is that the MacAlpine Place (UDR) did not hold up their end of the bargain which to was to update a lease with the appropriate move-in dates and end dates. I tried and tried to get someone to help with this. Therefore, I feel that they have stolen my money. *************************** responds again and again with "those fees are non-refundable". If the company upheld their end of the agreement, I could understand this. I am very disappointed and angry that a large corporation can get away with this form of customer service and stealing. I have attached the most important communication pieces that I have from texting. I have the entire conversation detailed and documented via text and you will see no one took action on the part of MacAlpine Place (UDR)

  Business Response

  Date: 02/08/2023

  In response to consumer's complaint, a refund will be provided in the amount of $260.00 (the admin fee assessed). The application fee will not be refunded; pursuant to the online leasing application (attached), the application fee is a non-refundable fee. The refund will be sent to consumer at the address provided with the complaint.

• Initial Complaint

  Date:10/04/2022

  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.

  let me be clear from the start, I will be contacting the BBB as much as I have to because these apartment complexes, ******** and ******* have severe unsafe issues. I'm not looking for anything other than you looking into these complexes and seeing the issues that the tenants have been going through. the amount of pipe bursts in buildings and the amount of ac units in buildings going out is unsafe in *******. when reached out at one point about the ac unit we were told we were 15th in line of units being fixed and to wait with no ac. I can go into more detail on how unsafe these complexes are and I will if I must but I leave it to you as the BBB to investigate and you will quickly learn how unsafe these apartment complexes are run. I hope you take this seriously.

  Business Response

  Date: 10/04/2022

  In response to consumer's complaint, the complaint is requesting action by the BBB and therefore, management has no response.