ComplaintsforKernan Oaks

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I moved in on july 2nd and paid all move in fees. I gave them a check for the exact amount they told me and confirmed that I had paid all fees. Two weeks later i recieved a 100 dollar charge on my account. I spent three trying to contact the apartment to figure out what this charge was. Then you sent me a email stating that I would be receiving a 3 day notice since I did not pay. I gave in and paid. I recieved a email stating that the charge was for a "move in fee". I explained to her that I paid all fees prior to moving in. (They dont give you the keys until you pay all move in fees). She never got back to me. Another person got in contact to me but ghosted me after her initial email. Im out of state til end of August so I cant go in person. I have tried calling them but no one picks up and i dont think they care about the voice messages I have left.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Wednesdy January 19, 2022, I received a notice to pay 100.00 for asking for help during an emergency. I find the notice to be arbitrary, cruel, and unfair. First, when I lost my key on Tuesday January 18, 2022, I contacted the Kernan Oaks 24 hour answering service. Second, the answering service contacted S3 Security and after hours maintenance. In fact, neither S3 Security nor after-hours maintenance responed to offer me any help. Finally, third, I did look for and find the manager-someone who has been doing the job of the Resident Life Manager-who lives on site. I explained my situation and asked her for help. She flatly refused stating that there was nothing she could do. Her response was as cruel and uncaring. Then next day, Wednesday January 19, 2022, *** ***** ****** posted a notice on my door demanding payment for 100.00 for asking for help an an emergency. I was locked out of my bedrroom for 24 hours ( until 3:00 pm Wednesday January 19, 2022 when a maintenance man driving by my unit stopped to open the bedroom door. I had a SPARE KEY IN THE BEDROOM. MAINTENANCE DID NOT HAVE TO MAKE A KEY. I have not been late on my rent or utilites for over three years. On February 3, 2022 I spoke to *** ***** ****** about removing the 100.00 fee for aksing for help in an emergenc. I paid my February 2022 rent. On February 4, 2022 *** ***** ****** responded by posting another notice threatening to evict me by February 9, 2022 if I don't pay $150.00. She increased the amount to 150.00. I believe tha *** ***** ****** is taking advantage of tenants like me who pay their rent and utilities on time. I bellieve that the 150.00 shouls be removed from my account Thanks, ***** *****

  Business response

  02/18/2022

  Sent: Friday, February 18, 2022 9:21 AM
  To: ***** ******* <*********************>
  Cc: ****** *. <******************************>
  Subject: Fw: BBB Complaint ********/ Final Notice

   

  Please see response to the Complaint *******

   

  *** ***** called our afterhours security twice on the evening of January 9th.  *** ***** was locked out of her apartment because she lost her keys.  Security can only unlock the front door, not individual bedrooms.  It is stated in her lease that there is a $100.00 charge for after hour lockouts. When *** ***** could not get in her bedroom after 9:00 PM that night she went to the building of our Resident Director (RD) resides in and started knocking on several residents' doors trying to find the correct apartment for our RD. We had several complaints.  The next day our RD posted a 7-day notice to cure on her door stating that she was not to disturb other residents or employees living on site after hours.  She was fined the $100.00 as stated in her lease.  The next day she came into the office and stated she had locked her key in her bedroom.  I asked her how she was able to lock the door to her bedroom since you can only lock it with the key.  She stated she had a spear and wanted us to replace her lost key.  I told her there was a $50.00 charge for lost keys (we had already replaced them for free one other time).  She stated that she did not lose her key. We did not replace the keys but had our maintenance open the door for her.  At the time I told her that the fine would not be reversed as we told her the last time, we had issues with her on other issues that we would not reverse any other fines or fees.   She was told at the time that if the fine wasn't paid prior to rent being posted she would face a late fee.  When the fee was posted she came into the office to complain about the charge again she also told us she needed a new mailbox key, she had lost that as well.  She kept stating she wasn't going to pay the fee.  I told her that was her choice but there would continue to be late fees added each month if she didn't pay.  Never once was eviction mentioned. 

   

  Thank you

  Business response

  02/22/2022

  The fine is in your lease.  You knocked on residents door after 9:00 PM at night.  You were told that if the fine carried over into the next month unpaid you would be charged a late fee.  This is also in your lease.  Fair housing rules apply.

  Customer response

  02/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The time that I asked for help is debatable.  I saved the three-day printed notice attached to my front door stating that ***** ******, Manager at Kernan Oaks planned to initiate eviction proceedings against me if I did not pay the $150.00 fine by February 9, 2022.  I can convert the paper document and upload it electronically, if necessary.  I paid the fee.  However, I contacted the BBB because, as stated previously, I believe that the $150.00 fee i.e.  $100.00 for asking for help in an emergency and a $50.00 late fee is excessive (**** ******** ** ***** ********* "******** *** ****** *** ***** ** *** ********* *** ******* *** ***** **** ******** **** *** ******* *** ***** ** *** ****. ******** ********* *** ** **** ** ******* *** **** **** ******* ********* ***** *** **** *** **** * *** ** **** ********** *** ***** ** * *** *** ***p...." *****************************/************************.....*** ***** *********, "****, **** ********* **** ******* **** **** *****t, s*** ***** *** ****** **** **** ***** *** ***** **** ***** *** ***** **** *******, **** ********** **** ******* **** ** **** ** **********." *********************************************-****************************************.   IN MY CASE, no one from Kernan Oaks helped me...Thank God I was not hurt or killed.  I can convert the paper that was taped to my door demanding payment of a fine for asking for help  to electronic format and upload it, if necessary.  

  In closing, I contacted the BBB because I believe I should receive a billing adjustment to my account.

  Regards,

  ***** *****

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are a lot of different things I would like to address. When I first moved in back in March 2020 after two months the Jea bill was twice what it before that and when I asked them about it they told me "We need to call jea its for everyone just for now pay the rent but the jea never changed till 3 months ago. Secondly, My ac was leaking and they just came and put a filter that isn't the right size ( I can show pictures). Lastly, I currently taken my moms emotional service dog Named ********* because she travels for work and stay here when ever she's off. I told them about her coming and showed them her service card and asked what else I needed. I returned the paper work and now they want proof but they didn't say what for what exactly.

  Business response

  01/14/2022

  In response to *** ******** complaint: Several months ago, *** ******** roommate moved out of the unit.  *** ****** came into the office and asked about her boyfriend moving in.  She was told that he would have to have a credit and background run as we do with any new resident.  She was told she would need a roommate release form signed by her ex-roommate and there would be a $100.00 charge for a lease change. *** ****** never came back to the office.  However, she did move several people into her unit, and therefore her utility bill went up.  She is billed exactly what JEA bills.  Management posted a 7-day to cure notice on her door to vacate the unauthorized occupants from her unit.  She did not respond.  Upon the property's quarterly inspections, it was discovered that *** ****** had a dog in her unit.  It is clearly written in her lease that unregistered pets will result in a $500.00 fine on the first offense and that visiting pets were not permitted.  A notice was posted on her about the unregistered pet, and she was given 48 hours to provide the proper paperwork.  This includes a pet addendum, $350.00 nonrefundable pet fee, $35.00 a month pet rent, vet records, pet license, and a picture of the pet.  If it is an ESA animal, she must have a letter from a medical professional stating that she required an EAS animal.  *** ****** did not pay her January rent and on January 4th, she was served a 3-day notice to pay rent or face eviction.  On January 8th *** ****** called the office and stated that she was not going to pay rent unless we removed the fine.  On January 10th *** ****** came into the office and spoke with me.  She said that she provided an ESA card.  I explained to her that these types of cards can be purchased of the internet and once again went over the proper documentation we required.  At that time *** ****** walked out of the office and slammed the door.  The dog is her mothers, not hers, and her mother is not part of the lease, therefor *** ****** can't claim it as her ESA pet.   When *** ******** 3-day notice expired on January 12th, and we had not received any payment; an eviction was filed.  *** ****** clearly was in violation of her lease on many ways.   Additionally, the last maintenance *** ******* put in was in October.  This issue was resolved, and no further correspondence was received from *** ****** until January 8th about not paying the pet fine.  Clearly it was after the eviction was filed that *** ****** filed her complaint. 

   

  Thank you 

  Customer response

  01/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On October 5th, 2021 when utility charges were posted to my ledger in Resident Portal. Kernan Oaks was trying to charge me $209.00 for electricity, water, and sewer for the billing period, August 18th to September 20th. I brought it to the attention stating that I am being charged the whole bill when I had two other roommates. They claimed the roommates were only in the unit for 10 days and only reduced my bill to $160. I told them it was impossible for me to owe that for a month considering for the two months when I was in the unit by myself my average bill was $35.50 per month. I requested my ledger, the bills associated with my tenancy, and in writing, a document showing how they calculated my portion. They provide my ledger but refused to provide the other two. I informed them that this was a violation of my lease. They said they do not have time to do any of that.

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