Complaints

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• Initial Complaint

  Date:03/10/2025

  Type:Billing 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.

  01-March-2025, I reside in Apt 210 at Ochlocknee Pointe Apts. I made themonthly $825 payment in the Resident Portal. i called and left a voicelail ststing that the A/C & Heat is no longer functioning and requested assistance.
  
  08-March-2025, Upon arriving at my apartment an envelope containing a threat of surrendering the property unless I paid $925. $825 plus $100 for late fee.
  I am still attempting to reach a representative of Ochloknee Point Apts or TPI Management to explain to me why I had to pay $925 with the threat of eviction when on 01-March-2025.
  
  I have not had Central Heat or A/C since Saturday 01-March-2025.
  
  I have sent email after email. I left one (1) voicemail before the voicemail became full and would not accept any more messages.
  
  I have paid my rent on time. Why has my original rent payment not been processed and another higher amount charged and approved?
  
  Why has my work order request not been filled?
  
  I am not allowed to be absent from work without prior authorization from my supervisor. I am going to be disciplined for not going to work on Monday but I plan to find out in person what is going on. I hope I will not be fired.
  
  Cora ***
  My phone # is
  ************

  Business Response

  Date: 03/10/2025

  Please see attached ledger for Ms. ***. Rent is due 1-5, rent is late on the 6th of each month. 3 Day notices went out a day late this month, which was the 7th and not the 6th due to being extremely busy. Per the ledger we did not receive Ms. *** payment until March 7, 2025, late notices had been posted that morning. Ms. *** stated that her HVAC has been out since March 1, 2025, (HVAC service tech was called this morning and will be out today 3/10/25) I was not made aware of this issue, Ms. *** has been emailing the previous manager that was here at the time. I became the manager of this property Sept 2024; this is my first time speaking to Ms. *** or meeting her.

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: 23042111
  
  
  
  I am rejecting this response because: The response is partially inaccurate. I stated to the Property Manager that I tried to contact TPI Management/Ochlocknee Pointe Apts expecting to receive a response in several different ways:  First on 01-MARCH-2025 I submitted payment of $825 in the Resident porta.  02-MARCH-2025, I called the telephone number provided on The Ochlocknee Pointe Apts website. I left a message requesting repairs on the A/C-Heat in apartment #210. No responce. On 03-MARCH-2025,I left a message requesting repairs on the A/C-Heat in apartment #210 in the Resident portal. Received the responce Thank you for contacting, we have received your email and someone from our office will follow up as soon as possible. No communication via phone, text or email. On 04-MARCH-2025 I sent an email to Jessie ***** *****************) requesting follow-up on a work order to repair the A/C, I also attempted to call the office, at that point the voicemail was full and not accepting any new messages. 0n 07-MARCH-2025 My neigbor notified me that there was a notice on my front door (I do not regularly open the front door). A notice threatening that rent payment not received and now I am late and owe $925. Upon checking the resident portal the origoinal payment date stamped 01-March-2025 is still sitting unprocessed. I made another payment, now for the amount of $925 for March rent plus $100. I am 65 years old and I cann not afford to be evicted, also  0n 07-MARCH-2025 I received payment confirmation for $925. No one ever addressed the issue of not having A/C or Heat for several days. Desperate I sent an email to Denna 09-MARCH-2025 and to TPI on the LinkedIn Social Media platform, an effort to get a response. I have the sent email records and even the payment history submitted by the Property Manager clearly shows a unprocessed payment date stamped 01-MARCH-2025. Most of my previous rental payments are submitted in the same payment protal on the same day every month. The 1st of the month, it's apattern. I took the day off from work to confront anyone in the office about this issue (An unplanned abscence from my job is follwed by disciplinary action and a permanent notation on my monthly employee review). After being confronted the Rental Manager could not supply any explaination or excuse for the voicemail being full for at least 5 days and not able to take new messages, she has no explanation why she never saw the email messages sent through the Resident Portal. She was able acknowlege the message I sent through LinkedIn yesterday. The promise was to send the HVAC Repairman to day sometime or before the end of the day. A promise to find out or a determination on the still unprocessed $825 payment submitted 01-MARCH-2025.

  I decided not to leave the apart ment. I am waiting for the HVAC repairman and a notification about why $825 in rent payment is still not processed since 01-MARCH-2025. If I do not have any kind of resloution by the end of the day as promised, I am ready to contact Gadsden County Building Code Enforcement and or an attorney. I am 65 years old and I live alone. I work fulltime -40hours a week. I am not able to sit at home, but I am prepared to take the time off necessary to pursue this issue until this matter is resolved. i will be contacting EAP at work a referral to an attorney to stand up for my rights and act on my behalf as a tenant.

  
  Sincerely,
  
  
  
  Cora ***

   

  Business Response

  Date: 03/10/2025

  HVAC came on 3/10/25 transformer needed to be replaced. Transformer replaced HVAC is working properly. We had a licensed HVAC service tech from a local company come out to perform repair.

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: 23042111
  
  
  
  I am rejecting this response because: I have not received confirmation that the $825 Rent payment originally made on 01-March-2025 ( which is clearly showing and date stamped 01-March-2025) in the resident portal and on the document the rental manager submitted as still pending and was never processed, but the $925 payment was processed 07-MARCH-2025 under threat of eviction. I have not received clarification of when I will receive a $100 refund and deletion of the pending payment of $825 still waiting in the system to be processed so that that payment will not come to my bank at a later date and make my checking account overdrawn because all that needs to be done is to process that payment from 01-March-2025. I will seek legal assistance as soon as possible to rectify this situation.
  
  
  
  Sincerely,
  
  
  
  Cora ***