Complaints

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:02/06/2025

  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.

  The water company informed me that they’ve notice an increase of water consumption and they suggested that I contact my landlord to look into it. The landlord sent a plumber to find the leak and the leak stemmed from roots from a shrub damaging a pipe. They fixed the problem but the damage had already caused my water bill to reach 1,000. At first the rental company said that they’ve notice would assist me but they haven’t responded to me other than sending me a copy of the invoice for the plumber.

  Business Response

  Date: 02/14/2025

  Hello *******,

  We apologize for this inconvenience. Thank you for bringing this situation to the attention of our customer service team.  On ******** ****, our property management system shows you submitted a request that the City of ***** notified you of higher than normal water usage at your property. In the hours after you submitted your request on *****, our in-house maintenance technician went to your property to confirm the validity of the situation and turned off the water to the unit.  We then immediately contracted with one of our trusted third-party vendors to get a more experienced team member to the property to rectify the leak. On ******** ****, our vendor dug up and repaired the broken water line which was causing the aforementioned leak.  

  On ******** **** you submitted a request through your resident portal seeking reimbursement from Augusta Rental Homes for your high water bills.  We responded by requesting 6 months' of water bills to assess the usage at your location to confirm if usage was indeed higher than normal for the property. The next day, on ******** ****, your portfolio manager Breyanna responded to your request with a message stating we "recommend reaching out to the City of ***** in regard to their delay in notifying you for the increased usage to see what kind of credit they can provide to your water bill."  We did not make any verbal or written promises to pay any pre-determined amount of reimbursement to you for the high water usage at *** ***** *****, ***** ***** ********. We apologize if our request for your historical billing records misrepresented our reason for doing so. We were seeking to understand better the situation and how we could point you in the proper direction to seek assistance from the city. We later provided a copy of the invoice we paid to our third party vendor for his repair services in rectifying the leak. We've attached a copy of the invoice to show the vendor's response time to your original report of the leak on ******** **** is within our professional standard of a 24 hour response, which is the expectation of our residents, owners, and Augusta Rental Homes for serious maintenance issues.  We encourage you to use the attached invoice and contact the City of ***** Water Department at (**** ******** to seek assistance with this matter. 

  At this time, Augusta Rental Homes believes we have provided a proper level of service in a timely manner and we look forward to a happy relationship with you at the ***** ***** Townhomes. As always, you can submit a resident request through your Resident Portal and we will respond within 24 hours.  Thank you for bringing this to our attention and giving us the opportunity to explain our position on this matter.

   

   

• Initial Complaint

  Date:03/14/2024

  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.

  Moveout statement charges - I cleaned my unit on my hands and knees for FIVE HOURS when I moved out. Baseboards and everything. I was charged a $325 cleaning fee because I ‘didn’t clean the oven and a few light switches’. I don’t know what cleaning company charges $325 for 10 mins of extra cleaning but it is an absurd amount. I was also charged $60 for landscaping… I had the yard done the DAY I moved out. Also charged $60 for an insanely cheap kitchen cabinet face popping off of the hinge. I didn’t use the drawer the whole time I was there because it didn’t work. And it costs $60 to attach it back on its cheap frame?! And $180 for paint. For ‘multiple scuff marks throughout the unit’. Completely reasonable wear and tear for someone living somewhere for over two years. It is not the tenants responsibility to flip, and paint a unit. Complete robbery.
  
  I left the unit in great condition and nothing was unreasonable and legal wear and tear for someone who lived somewhere for over 2 years.
  
  My guess is that they pass of the entire financial responsibility of flipping a unit to the previous tenant. It is unethical and unjustified!!!

  Business Response

  Date: 03/14/2024

  Thank you for bringing this to our attention. We apologize for charging the initial landscaping fee. The $60 landscaping fee was credited back before the date of this complaint. We conduct move in and move out charges for every unit that we rent. These inspections are the basis for all charges. The $325 is a standard whole home clean that was determined to be needed during the move out inspection. The $60 for the cabinet face repair was due to the repair exceeding normal wear and tear. The tenant never submitted a work order for the cabinet repair during their occupancy. The $180 dollars was due to multiple areas of the home needing painted that exceeded normal wear and tear. I have submitted a few pictures from the move out inspection. The cost to turn and repaint this unit is substantial and far exceeds the amount charged for move out charges. Only damages that were found to exceed normal wear and tear were charged.