ComplaintsforConcord Rents

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Please See Attachment

  Business response

  04/11/2024

  Hi ******, 

   

  His application was canceled as of 4/10/2024 due to no availability for the time frame he was looking. The holding fee is in the process of being returned to him and can take up to 15 business days to receive. 

  Customer response

  04/11/2024

   
  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,
  
  Alexander & ***************************

  Customer response

  04/11/2024

   
  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,
  
  Alexander & ***************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2024 my water was shut off by the water company due to excess use possibly due to a leak. Subsequently, the apartment complex fixed the plumbing issue in my bathroom and services were restored. I just recently received a bill from the water company for $1,200 due to the leak. I brought the issue up to the site manager and was dismissed as the issue was fixed and they cannot do anything about the water bill. I am a single mom barely getting by. The apartment is a low income apartment and that alone should tell them i don't have the income to pay for this bill without assistance. I have been threatened with a shut-off notice and have gone into an agreement with the water company to pay the debt off, but i'm scared that i will not be able to keep up. After my communication to the site manager about the assistance to pay the water bill, instead of a resolution to my issue she decided to send me warning about standards of my housekeeping and threats of more bills and possible eviction if i don't comply. It was her form of harassment to get me to back down. I just learned today from the water company that my next bill will be $700 stemming from the same issue. I cannot afford the bill and I cannot afford to move. The plumbing issue that caused this overuse of water was not under my control. I should not be held responsible for plumbing issues for a rental.

  Business response

  03/25/2024

  We are sorry to hear your concerns regarding your water bill.  A work order was submitted on 1/26/24 for a running toilet and a repair was completed the same day. No additional work order requests were submitted regarding high water bills or concerns over water leaks again until 3/5/2024 when an email was sent regarding a high bill and within this email you refused to allow anyone access to your apartment.  A notice was sent notifying you that the team would be entering due to the nature of your concern and have entered your unit to address the water concerns. 
  The letter regarding housekeeping was sent on 3/4/2024, prior to your email on 3/5/2024 notifying the office of your water bill concern so I can assure you this notice had nothing to do with you notifying the team of your issue as it is our goal to always address any work orders as timely as possible, and we require residents to notify us of maintenance concerns promptly as indicated in your lease agreement.
  We have attempted to reach out to you by email and phone to discuss your concerns and have not received a response. Please contact the office directly so we can ensure your concerns are taken care of.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to start off by saying ever since I started living at the **************************** 3 years ago I havent had any issues until concord rents changed there management here the management at the leasing office are very cruel over there residents . Not only they try to make your stay here unpleasant but there very disrespectful towards there residents , Last week I encountered a few problems but the worst was the way the manager at the leasing office spoke to me and also how the assistant manager harassing me for every little thing he finds a way to send me a letter and lie about things to make the residence feel bad how are you going to treat your residence unwelcome when they are paying a way to stay in your community there has been multiple residents that end up leaving these apartments because of the mistreat and I just want to see who would be willing to help the Concorde management is not the issue its the management that they have at the leasing office to handle these apartments. I feel that if they were willing to put another person into their position things would be very differently. I would also like to report ************************* at the leasing office he has been not harassing me, but lying and rude he doesnt know how to treat his residence and because of that this will be my last year here they find a way to try to take money out of me and stay with the money and thats unacceptable. I would like to see how this could be issued and fixed, because this year would be very mentally depression for me and I cant take any more so I decided to write a letter to you to see if theres any way I could get help .

  Business response

  03/14/2024

  I apologize for any issues or concerns you have had recently with our office staff, unfortunately we have been short staffed since the beginning of the year.   Currently, I see you are requesting a replacement as your desired settlement and are disputing $1,800 however, I do not see any charges on your account ledger and the balance is zero.  I am happy to assist you and/or discuss your concerns, please feel free to email our office at ************************ with a good contact number for someone to assist you further.   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company seems to keep adding on additional charges when they feel like it I understand late fees when appropriate but I was given an explanation over the phone that I had a late fee for something that was not part of the bill until after I paid the bill. I don't understand a late fee for something that wasn't placed on the full rental bill and when asking for a breakdown or print out corporate told me to reach out to the main office and the main office told me that they will not do it. If I pay for services I feel like I have a right to see what I am paying for even if it's something that's paid for already they are charging me for fees in February on my March bill which I already have paid. I want to see the breakdown of this rather than just being told what's on my bill over the phone this feels deceitful not to able to present me with the charges that I have paid for. It is all too easy to say It's another charge if I can't see it on paper. I think it is unethical to charge a late fee for something when I have already paid the bill and then tell me that it was pending still and after it was finished pending it was added onto my bill and was given 24 hours to pay it and yet I was not notified that anything else was owed. There is not an option to pay a partial bill on their website or even in person therefore all the chargers should be present when I go to pay my rent. This seems like a very shady tactic and not one of a business that is forthcoming and trustworthy. I cannot gauge exactly what I am owed when I can't see what I have paid for they have told me over the phone that I pay the 109 for February and now on this month's bill I'm being charged the 109 again this makes no sense.

  Business response

  03/14/2024

  Thank you for taking the time to reach out to us. The staff at **************************** prides ourselves on professionalism and transparency. The residents were contacted, concerns addressed, and balance explained/rectified. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I need for someone in upper management to assist with my problem me and my daughter have no current lease. A new manager came in around November of 2023 the 3rd one for the year and she started making changes I guess one of her changes must be to get rid of section 8 tenants. A notice came saying we couldn't get leases until we renewed with rhino a company that offers insurance as guarantee of a security deposit. This is what we had when we moved in. Then because we didn't renew with rhino we needed to pay a $1,000 security deposit in order to get our leases renewed. A manager who says she has 20 yrs experience and don't understand the concept of a lease. The rhino policy we had expired because it guaranteed our most recent lease that expired 12/31/2023. It couldn't renew until a new lease was added by the landlord to rhino. The other thing is how can you pay a security deposit if there is no current lease since it guarantees the lease for any damage to the unit. Also did I mention that the manager blocked our rent portals so you can't pay your portion of rent.

  Business response

  02/29/2024

  Resident has been contacted several times and made aware of how to resolve this matter,to which has yet to be resolved by the resident. Security Deposits are a requirement and must be paid in full should a Rhino policy lapse or be cancelled.  The Rhino and deposit requirements are outlined in the addendum signed by the resident with the initial lease. The *** office and residents caseworker is also aware and advising the resident on how to rectify the situation. Due to the lapse of Rhino coverage, and no resolution being made by the resident, a new lease is unable to initiated. Leases go into a holdover Month to Month status once they lapse so all terms of the lease remain.

  Customer response

  02/29/2024

   
  Complaint: 21348496
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  02/29/2024

  I have already contacted the onsite manager and leasing agent and no one cares to fix the issue. I am bringing HUD into the matter this company has many complaints online about them scamming people. They stated themselves that you go month using the same lease. My and my daughter's rent amount was $*****. I have listed that the company has accepted a HUD payment of ***** for my rent which is above *****, I don't owe any rent to them. My daughter's HUD payment which they accepted was $944 her payment would be $117 which brings her to the $ ***** but they are charging her $317. They didn't include that they have blocked the rental portal so she can't pay for portion. The rhino insurance which guaranteed the lease from 1/01/2023 - 12/31/2023 didn't lapse it expired when the lease did. How rhino works the landlord submits a lease to rhino and then ***** sends an email to the tenant an invitation to accept pay whether monthly of in full. My daughter and myself chose in full mine was $349 and hers I believe was $395. The office staff is new so maybe they may not be aware of how the rhino works. They have refused to renew me or my daughter's lease. Our HUD case worker should have notified to stop payment of rent because there was no lease. HUD doesn't do month-month and anyone in Concord Rents should know this. I am pretty sure that HUD has already paid them for March as well. These people has been charging me $117 for rent,  $11 for renter insurance, late fees and $***** security deposit with a bal. Of $1,698.25 my daughter is being charged $317 for rent $11 for renter insurance, ***** security deposit and late fees. What is funny is I don't owe any money and my daughter can't pay her portion of $117 because they blocked the rental portal from accepting payment. I forgot to mention that they brought all of the tenants accounts that were with Xfinity. They are now adding $59 to your rental bill.  They now have included a $55 Internet  to by account portal. They said to sign up to get the Internet with them which I didn't yet there is a charge on my account. I am a disabled person who gets a benefit amount of $1213 a month my Xfinity bill was $29 total for phone (landline) and internet. There is no why I would pay $59 if I could. 

  Business response

  03/19/2024

  Resident has been contacted several times and made aware of how to resolve this matter, to which has yet to be resolved by the resident. Security Deposits are a requirement and must be paid in full should a Rhino policy lapse or be cancelled.  The Rhino and deposit requirements are outlined in the addendum signed by the resident with the initial lease. The *** office and residents caseworker is also aware and advising the resident on how to rectify the situation. Due to the lapse of Rhino coverage, and no resolution being made by the resident, a new lease is unable to initiated. Leases go into a holdover Month to Month status once they lapse so all terms of the lease remain.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/29/23 I applied for an apartment at ******************,. which is a community that is run by Concord Rents. While applying I also paid a ****** dollar hold fee , which was fully refundable. I was denied an apartment due to my income. I asked about my hold fee and was told it would be returned.in 30 days, As of yet it has not been returned. I have called three times and left messages as well as sent two emails without reponse

  Business response

  02/29/2024

  A check was cut/mailed early January however, it was not cashed. Applicant has provided us with an updated address therefore, we will put a stop payment on the check and issue a new one. Thank you

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied to Belle Isle apt because their website said they had an apartment available. I knew the application fee wasn't refundable but I didn't care because the apartment was showing available. They then asked me for more money to hold my apartment until they process my application and said that money was refundable if I didn't qualify. The next day I received a call from someone from their office saying that the apartment is not available and that they will keep my money so they can put me on their waiting list. I told them that I needed a place asap and I don't have money like that just to be put on a waiting list that I wanted a refund. They said they were going to send me a check back because I threatened to report them to the board but they never sent me the money back. I contacted my bank and told them that I was illegally charged and the bank put the money back into my account. Now months later they send this to my credit report as a collection and that brought my score down 14 points. I believe they sold this to a collection agency. I would like for them to remove this from my account or pay me what they are charging me so I can pay this collection.

  Business response

  02/22/2024

  ****************** applied to Belle Isle on 5/17/2023.  Her application and holding fees were paid with a credit card.  When applying for our apartments, the application process provides this disclaimer regarding availability:

  Pricing, terms, fees, conditions and availability are subject to change daily without notice and subject to application approval.

  Because there was no availability, the deposit was marked to be refunded.  Our records indicate a voicemail was left for ****************** by the leasing staff.  However, on 5/22/2023, ****************** disputed the charges with her credit card company for both the application fee and holding fee and the account was referred to our Collections department.  A letter was sent to ****************** 7/27/2023 regarding the amount owed.  No response was received and the account was turned over to a 3rd party collections agency.  

  Any further communication regarding this debt should be directed to *************** Systems at **************.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Fountains at Millenia Apartments, I do not have a contract with Fountains at Millenia Apartments, They did not provide me with the original contract as I requested.

  Business response

  02/20/2024

  **************** applied to Fountains at Millenia III on 1/22/2021.  He signed his application which provided that the application fees would be non-refundable.  The $170 (app fee for **************** and his spouse, *********************************) was charged.  However, we were advised by their bank that the funds were insufficient.  Therefore, an $85.00 NSF charge was added to the account.  **************** did not contact us when a letter was sent to him notifying of the charges.  The account has not been handed over to a 3rd party collection agency, National Credit Systems.  Any further communication needs to be addressed to NCS at **************.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a collection notice from Parc Hill apts for $90. Ive never lived there. Supposedly this is for an application fee. How did they run an application for me if I never paid an application fee? *** never once been contacted by this apartment complex. I was told my the collection agency to dispute it though them and it wouldnt show up on my credit, but it did.

  Business response

  01/30/2024

  ************** started an application for ******************** on March 27, 2002.  A $90 application fee is charged when applying and it is noted on the application screen that the $90 fee is non-refundable.  In accepting this and continuing with the application, ************** was responsible for the fee.  ************** disputed this charge on her debit card on 4/17/2022 although it was a legitimate charge.  Due to this, the account was placed in Collections and subsequently to a third party collection agency.  

  Customer response

  01/30/2024

   
  Complaint: 21219171
  
  I am rejecting this response because: I never submitted the application. No background check was run on me from your business, so what is the $90 for? I never signed any lease or documents saying that I agreed to paying an application fee. How can you charge an application fee if a background check or application was never run? If I had submitted an application I would have been notified by your company if I was approved or not, and I was never contacted by anyone in your company notifying me of the outcome of my application. You cant ************ money from people who never agreed to pay for the services in the first place. 
  
  Sincerely,
  
  ***************************

  Business response

  01/31/2024

  As noted in the previous response, ************** started her application for ******************** on March 27, 2022.  The application includes an Application Acknowledgement which must be completed and e-signed prior to payment of the $90 application fee.  A copy of the Application Acknowledgment is attached.  We also have the result of the pre-screening which indicated she was pre-approved.  This is not done without signature of the applicant.  The payment confirmation was sent to ************** via email so she was notified that she had applied and the payment was made.  Consequent to this, she disputed the charge.  Again, the ************** indicates very clearly that the $90 application fee is non-refundable.  

   

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Submitted signed app for apartment at Concord Rents' ****************** this Sunday. ALL required docs sent in advance of signing form. Although provided explanations in advance, received questions exactly related to the explanations already given. Whoever words screening questions, wrote me emails asking me UNRELATED inquiries, i.e., Section 8 - don't have, paycheck amount stating Year To Date in weird connection to my LONG AGO start of employment from July 2006 (instead of recent YTD Jan 2023 thru Dec 2023 or even YTD Jan 1, **** to present), charity payments specifically addressed NOT applicable unless an apartment approved, etc. Given run-around & met with repetitiveness after clear, concise responses given. Suddenly, after voicing my discontent with how IMPROPERLY paperwork "screener" handling app, next finalized denial email response today stated my application denied due to my income...not actual income though ----- falsely PROJECTED high income. Application falsely denied claiming "calculation of my income anticipated during the next 12 months may be higher than the income that I actually receive." I work for a hospital $19.22hr / 40 hrs weekly & receive $184.62 in child support biweekly. No hospital will pay me over abundance of funds yearly for call center work and we KNOW child support is not going to give me an increase. I have no other sources of income. Now, add to my list of complaints...the 'screener' can't count. With income denial ----- refund of $350 holding fee is due. Refund should have been automatic via my original form of payment ***** card) so that I do not have to do a charge-back or via mail. 2-factor income guideline for applicants' salaries 60% $42,180yr or 80% $56,240yr allowed for household of 2; "screener" failed to even extend secondary option to me as courtesy. Blanket responses using template when situation calls for accommodating a specific scenario, unacceptable.

  Business response

  01/25/2024

  Dear *********************,
  
  You are correct, we do use templates when responding since this keeps the communication professional.  You stated on your application that you get rental assistance. When we asked for the Section 8 Voucher, you stated you do not have any rental assistance approved at this time.   See attached picture of snapshot from your application.
  
  As you know, ****************** participates in an affordable housing program which restricts occupancy to households with income at or below the income limits published by the ********** of ******* and Urban Development.  We must follow federal regulations regarding the calculation of income to document each households eligibility.  We must ask these questions and obtain all applicable documentation to remain in compliance.
  
  When you completed your application, you were presented with a screen that detailed the Application Pledge - see attached picture - Application Pledge
  
  You currently can obtain a copy of your tenant screening report to review your credit and see what you were declined for. You also received a Denial Letter that details this out. If you dont agree with anything in the tenant report you are welcome to dispute this with the ****************** Screening Works at **************.
  
  Thank you,
  
  Application Support Team 

  Customer response

  01/30/2024

   
  Complaint: 21196051
  
  I am rejecting this response because: This is a BLATANT LIE....actually MULTIPLE BLATANT LIES throughout process and now. See Page 7 of my original application attached. Get your facts straight: NEVER was Section 8 mentioned in my application NOR did you ever send a Section 8 inquiry in your first list (with the poorly written question and YEAR TO DATE yet constantly remarking July 2006 HIRE date). So, what I see is that your organization has been historically MANUALLY changing applicants' responses in order to steal their deposit. Again, Get Your Facts Straight. It was only AFTER my discussion with ******/****** VIA PHONE where I notified her an organization agreed to pay for my deposit and last month ONLY UPON APPROVAL for an apartment. Thereafter, Section 8 became a part of the story suddenly (not of my doing); we also discussed my address and the fact that I am in a homeless living in a hotel #1) Section 8 commits to paying a person's rental on a monthly recurring basis. #2) I clearly told ******/****** the organization is called "Coalition for the Homeless" --- your companys calls are recorded, pull the call and verify --- no mention of Section 8.#3) I put the Coalition advisory as one of my original application attachments and your ****************** team deleted it themselves. You had the proper name of the organization from Day 1 of my submission, yet as with your host of mistakes,you wrongfully switched the name to Section 8, so YOU FALSELY SUBMITTED NOT ME.I **** ALL proof of every item noted on application. Even told you in advance that 2014 Edgewater Drive #*** is my *** Store mailing address while *************************** is my domicile (where we live). Attached is yet ANOTHER of your errors. You MISTAKENLY **** me an emailed letter on Friday...back dated to January 24 (another lie of yours) addressed to *******************************************************Just make sure you get the address correct for mailing my $350 refund. Any further delay and Local 6 and any other news media outlet I can gather will be communicating with your Oviedo location and you in Leadership in Maitland UNCOVERING your FLAWED history of denying people's applications and keeping their holding fee out of spite once offended when poorly worded questions are addressed.  Spotlight is on your office/company's historically dishonest practices, Class Action lawsuit to encompass others who you all have done this to company-wide. Check my history, years ago I applied at your Winter Garden site when the 80% with the higher salary threshold option did not exist and it was a totally DIFFERENT: professional, courteous, respectful experience. The young lady called me, explained issue to my understanding and immediately processed my $250 refund, flawlessly. It was $100 less back then and a better quality of service. I apply again years later and you have utterly destroyed the customer CARE experience. TEAM NEEDS TRAINING. You don't disqualify an applicant off of feelings then lie to cover up. You said salary disqualified me. I ONLY have 2 sources of income, period: employment and child support.
  

  There is no question as to my credit worthiness with the application. I was denied due to income and have included my ORIGINAL denial letter as with my ORIGINAL application ---- you guys keep making changes / modifying documents and pre****ing FALSE claims. Everyone in the world knows my credit is HORRIBLE which is the foundation of WHY I'm seeking an income restricted dwelling-----because I don't have a lot of money!!!! AND I'M HOMELESS. After you felt offended by my pointing out the issues I have with how horribly repetitive and the erroneous errors are in my app process, you quickly tried to give yourself an out when I said I would appeal. You never utilized credit as your initial denial reason...you indicated my gross income anticipated in the next 12 months would be higher than I actually receive. This whole process is riddled with your mistakes from the start. Send me my $350 refund and ensure it goes to the correct address or back to my original form of payment (preferred). I am bringing attention to your company's poor practices set as a bait and switch to try to keep people's money. From your reviews and formal complaints it's been a habitual practice. Allow it to stop with me. Properly train your team to handle customer care aspects more appropriately, accurately and courteously and please refund the $350 deposit/hold that I had paid so I can move forward with paying my other application fees to find a new place to live out of this hotel.  This situation is not cut and dry as you have pre****ed it or what you see in your botched files. I have attached my proof and listen to the phone call I made with ****** as my proof. No lies were pre****ed on my application AND I **** all explanations and proofs in advance of even being asked any questions. Your team's due diligence is in question.
  
  Thank you, 
  ***************************

  Business response

  02/06/2024

  When **************** applied, she checked the box that asked if the household would be receiving rental assistance from a federal, state or local government (for example a Section 8 Housing Choice voucher, a Veterans Affairs Supporting Housing (VASH) voucher, a ***************** (USDA) voucher,or assistance from a state, city or county program) answering yes.   Her application was screened based on this answer and was approved. (see attached screenshot)
  
  When our analyst requested a copy of the rental assistance voucher, she responded that she did not have Section 8 or any of the other vouchers as noted in her answer on the application.  At that time, the application was screened based on this change.  This screening resulted in a denial based on the credit history of the applicant.
  
  We follow all state, local and federal regulations when reviewing all applications for our communities.  ****************** holding fee refund was processed on 1/29/2024 credited back to the debit card used to pay the fee.  
  

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