Complaints

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• Initial Complaint

  Date:02/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a two year tenant at Timucuan at Lakeside Apartments (#****) until the management refused to renew the lease unless I signed the new lease authorizing them to share my personal and private information with a third party business entity, **** credit reporting company. Knowing my consumer rights and having provided them with the applicable federal law, they would not renew the lease without me electronically signing the full lease that did not include an opt out option. As such, I decided to relocate from the apartment community where I had enjoyed living for two years. I left in ******** ***** My rent was always paid on time and I left the apartment with no damage (took pictures and videos) and left all keys inside the apartment as I had been instructed by office staff if the office was closed on a weekend when I would be moving. I did. I emailed my forwarding address (**** ******* ***** ******** ** *****). I waited to hear from the office staff regarding what amount of the $*** deposit I should expect to be returned. The Landlord-Tenant Law specifies that the landlord must notify the tenant at the address provided, and by registered mail within 30 days of any intent to make a claim on the deposit, provide the reason, and provide the tenant with the opportunity to resolve issues and/or respond with any objections/questions. If the landlord does not provide notification as required by law, the deposit could be forfeited. Although I emailed at least three office staff at least 2-3 times over the months, as of February 2, 2024, I have not received a response to my emails, have not received any type of notice to claim the rent deposit or a full or partial return of the deposit. I would appreciate a response from Timucuan regarding the status of the deposit.
  
  Ms. ******* ******** **************
  Former Tenant, Apartment ****

  Business Response

  Date: 02/12/2024

  Hi,

  Attached is the move out statement that was mailed to ***** **** ******* * *** **** Jacksonville, Fl. 32246 back in December *****  The refund was for $**** Per our lease agreement there is automatically $*** cleaning fee accessed/deducted from the deposit. The other $*** charged was for an infestation of roaches. We had to pay to have extra extermination and deodorizing from the smell of the bugs.  If Ms. ****** did not receive it, I am happy to have corporate put a stop payment on the check and have it reissued. If that is the route that she's like to take, just let me know and  I just need a forwarding address.

  Thank you 

  Customer Answer

  Date: 02/16/2024

  The management company previously provided regular pest control services that tenants were assessed a cost on their rent services. The company then STOPPED the spraying of apartments without notifying tenants. I was informed of this by staff. I then called the office for service because of the bug problem resulting from the stopped service by the management company and they sent out a service technician to spray. When the technicians come out they would  spray only along the baseboard in the kitchen and the bathrooms. Time spent is about 5 mins in the apartment. When asked about the spraying coverage, the technician stated that was all they did. IF there was an “infestation,” that is directly related to the management company’s change from regular service to a decision to only spray when a tenant called for service.  Moreover, I sprayed myself on a regular basis because of the very minimal spraying done by the company technicians. There was no infestation when I moved out. I have pictures to document all rooms when I moved in ********. I believe the cost assessed is what the company does to tenants as a *** to keep costs.

  I do agree on the $*** cleaning cost indicated in the lease.

  Why did the management office send a correspondence to an INCORRECT address when the office was emailed TWICE in ******** the forwarding address?

  Does the company have a copy of the returned certified letter with the notice of intent to claim deposit costs per the landlord-tenant Act? This should be provided as it will demonstrate another aspect related to this complaint.

  I am not Ms. ******** as referred to in the response from Timucuan.

   Thank you,

  Ms. ******* ******** **************

  Customer Answer

  Date: 02/16/2024

  Additionally, if you look online at reviews, you will find that previous tenants also complained about the bug problem. The management is well aware that they have a problem they have not adequately resolved. Yet, their approach to solving the problem is to blame tenants for “infestations” when management is well aware of the pre-existing and on-going bug problem for many tenants. 
  

  Know that I understand legitimate claims on deposits that are reasonable and correctly documented following applicable State or federal regulations.

  Kind regards,

  Ms. ******* ** **************

  Customer Answer

  Date: 02/20/2024

  
  
   The management company previously provided regular pest control services that tenants were assessed a cost on their rent services. The company then STOPPED the spraying of apartments without notifying tenants. I was informed of this by staff. I then called the office for service because of the bug problem resulting from the stopped service by the management company and they sent out a service technician to spray. When the technicians come out they would  spray only along the baseboard in the kitchen and the bathrooms. Time spent is about 5 mins in the apartment. When asked about the spraying coverage, the technician stated that was all they did. IF there was an “infestation,” that is directly related to the management company’s change from regular service to a decision to only spray when a tenant called for service.  Moreover, I sprayed myself on a regular basis because of the very minimal spraying done by the company technicians. There was no infestation when I moved out. I have pictures to document all rooms when I moved in ********. I believe the cost assessed is what the company does to tenants as a *** to keep costs.
  
  I do agree on the $*** cleaning cost indicated in the lease.
  
  Why did the management office send a correspondence to an INCORRECT address when the office was emailed TWICE in ******** the forwarding address?
  
  Does the company have a copy of the returned certified letter with the notice of intent to claim deposit costs per the landlord-tenant Act? This should be provided as it will demonstrate another aspect related to this complaint.
  
  I am not Ms. ******** as referred to in the response from Timucuan.
  
   Thank you,
  
  Ms. ******* ******** **************
  
  
  Additionally, if you look online at reviews, you will find that previous tenants also complained about the bug problem. The management is well aware that they have a problem they have not adequately resolved. Yet, their approach to solving the problem is to blame tenants for “infestations” when management is well aware of the pre-existing and on-going bug problem for many tenants. 
  
  Know that I understand legitimate claims on deposits that are reasonable and correctly documented following applicable State or federal regulations.
  
  Kind regards,
  
  Ms. ******* ** **************