ComplaintsforEquity Lifestyle Properties, Inc.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Wifi at a thousand trails campground for the time I was staying there. I have been receiving a Reoccurring charge for $34.95 for atleast 5 months since. No way for me to stop this. Not even their correct phone number on the bank statement.

  

  Business response

  05/02/2024

  Dear ********************, thank you for contacting us regarding your experience at Thousand Trails **************. It is our understanding that internet services at the campground is provided by ***** Communications. This vendor offers daily, weekly, and two options for monthly internet packages. To address any concerns with the internet package you purchased during your stay at the campground, please contact the ***** Communications team at *************. Thank you again for contacting us. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am waiting for my security deposit to be refunded back to me. I left Feb.26,2024 it is well past 6 weeks as of this complaint. I called and have spoken to *************************** property manager and he keeps telling me it is being processed. I just want my security deposit back.My address at *********** was ************************* Circle My current address which I would like my refund mailed to is *************************************************

  

  Business response

  04/27/2024

  Dear Ms. ******** thank you for contacting us regarding your security deposit for ***** Acres. It is our understanding that you agreed to a 12-month lease that was scheduled to end on March 31, 2024. Because you returned the home to community management one month early on March 1, 2024, your security deposit of $875 was taken in lieu of the monthly rent owed of $1,398.00 which you did not pay. Thank you again for contacting us.

  Customer response

  04/29/2024

   
  Complaint: 21581670
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************

  Customer response

  04/29/2024

  I left my trailer on Feb.27th not Mar. 1st  handing the keys in a month early, giving ***** Acres a month to turn over the property, I'm sorry I thought I was doing the right and there seemed to be no problem with it at that time.
  Thank You
  **************

   

  

  Business response

  05/02/2024

  Thank you again for contacting us. It is our understanding that according to the first page of your lease agreement, the term of your lease shall remain in effect for a period of twelve (12) full calendar months beginning April 1, 2023, and scheduled to end on March 31, 2024. As a resident you agreed to pay your rent on the first day of every month of this lease term. It is also our understanding that ***** Acres will return the security deposit to the LESSEEs last known mailing address less amounts applied toward any unpaid charges or other liabilities. Because you returned the home to community management one month early, your security deposit of $875 was taken in lieu of the monthly rent owed of $1,398.00 which you did not pay and the remaining $523 owed was forgiven. A copy of the applicable sections of your lease agreement is attached.

  Customer response

  05/02/2024

   
  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,
  
  **************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Short version: In 3/9/2024, we had an incident where my neighbors started yelling at me with profanity, hurling insults at me about my military service, my rank, my ******** page and my Bible Study Videos. My next door neighbor came over and assaulted me several times by ramming her shoulder into my mid-section, elbowing me and finally putting her knee into my testicles. I was also threatened by another visitor who instigated the scene even more. I called the police to report the assault. After the police talked to my neighbors and their company, the police told me they all denied this person's assault on me. Three weeks later I am getting a notice from the park of possible eviction that revolves around this incident. In the notice, there was statements made by my neighbors that indeed that this person did "Strike me" and that she was prodded into it. That is still an assault by Arizona State Law. They also lied to the police making it False statements to Authorities and Obstruction of Justice. Yet nothing has happened to them from the park! I am guessing the park allows criminal behavior and bad guys and wants the good guys out! As a 63 old retired Engineer with many health issues, this has not helped and with the disrepair that the park is in with revolving door management and maintenance, it's going to be hard to sell my trailer and will have to move it out.

  

  Business response

  04/25/2024

  Dear **************, thank you for contacting us regarding your experience at Encore *******************. It is our understanding that due to resort policy and site violations, the management team at this resort has sent you a notice of termination of rental agreement. A copy of this notice is attached. As a reminder, if you do not comply to the specific policies outlined in this notice by Monday, May 6th, you will be asked you to vacate your annual site effective Tuesday, May 7th. Please know, no refunds will be granted for early departure, per page 3 of the resort rules and regulations document.Thank you again for contacting us.

  Customer response

  04/26/2024

   
  Complaint: 21567235
  
  I am rejecting this response because: According to the notice given to me verbatim says, " prodding a resident to strike me". This is an assault according to ARS 13-1203. This person was ************************* who rammed her shoulder 3-4 times in my chest, elbowed me twice and put her knee into my testicles. I never directed anything at her directly, but to the visitor of neighbors who instigated the whole thing. Then I directed all of my attention on another visitor who came out of the blue and came right up to me and threatened me. The police report says there was no physical altercation by any party, and this is not what the notice sent to me and must have come from complaints from the neighbors next door. The other thing I will mention is the three complaints against me were all recorded at the same time, by the same people, whether it was one complaint signed by 7-8 people or 7-8 people signed a complaint and used the same verbiage in each individual complaint. None of this has been written up against me until this single incident happened. Since 3/10/2024 though 4/24/2024 when I moved out, I have video, pictures and audio surveillance around my home to prove of false accusations against myself and have many complaints against these individuals and ******************* upkeep of the property, but I was told by the manager that she would just consider my complaints as harassment. Did anybody on the other end get written up? NO! Which makes this whole Notice given to me harassment and because MY peace and Safety have been violated and in jeopardy, I have no other choice to put a lawsuit against ELS, for not verifying information and discrimination! I haven't violated any noise ordinances (See attached). I have never been given any written warnings on anything in 2 1/2 years, until this one! I have so much more information but will save it for a possible lawsuit. This is no longer about paying to get my trailer moved, it's about a true form of justice, not the fabricated bs that ******************* and ELS has been fed and you have taken a side without ANY proof, but from people who one assaulted me, and the others died to the police, making it crimes. These include obstruction of justice, resisting arrest, accessory to a crime, and others. This is criminal behavior and if this is what you are going to keep allowing in your resorts, you got many more lawsuits coming your way.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/04/2024

  Thank you again for contacting us regarding your experience at Encore *******************.  As you know, you were served with a curable termination notice which indicated that if you remedied the violations of your Rental Agreement discussed in the notice, your Rental Agreement would not terminate.  The notice itself describes how to remedy the violations.  If you have relevant documentation or videos regarding the notice that you would like ******************* management to review, other than what you have already submitted, please feel free to submit those to the Resort manager or regional manager via e-mail, mail, or overnight courier service, and we would be happy to review them.  The Resort has not engaged in any criminal behavior as you allege.  Please note that we cannot respond to threats of lawsuits via responses to Better Business Bureau complaints.  

  Customer response

  05/07/2024

   
  Complaint: 21567235
  
  I am rejecting this response because: You offer no solution to your problem. Yesterday I filed a small claims lawsuit for the maximum of $3500, which CT Corporation will be served today along with an additional $10,000 in the Justice Court for different incident. I will offer you $2000 to settle this right here and now. Otherwise, you will have to take your chances in court with witnesses and actual evidence in which you have a chance to lose twice that much.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was in the process of buying a mobile home in their community. I sent over personal sensitive information that they requested and filled out an application. They explained to me that my credit would have to be checked as part of the process. I then explained to them that I wasn't conformable in doing that unless I knew for sure that my offer was accepted since it would be a hard inquiry. The employee said they understood my concern and that she would make sure that wasn't the case. She followed, saying they accepted my offer and then told me it was 100% safe for me to submit my application since the offer was accepted. After i did as she requested, and i didn't hear back from even when i reached out multiple times. I decided i wanted to cancel my application I tried to resolve this with them and tried to have my complaint escalated, but i keep getting the round around. My concern with them is that when I ask about their complaint procedure, they say they don't have one. Also, when I request upper management, I get a random phone number from their other mobile home park community. The salesperson used unfair trade practices. When we met in person, i set my expectations and was clear about my questions and concerns. She explained to me that she would be making sure that is not the case and would only be taking my application only if the offer was accepted. I did not hear from her and was unable to get in contact with any type of management After she got my business, i believe she used false and misrepresented our agreement However, it was verbal and not written. I trusted that she would be an ethical employee. I believe she misrepresented the conditions and terms that we agreed on. She made false misleading statements. Im disappointed in lack of code of conduct this company has

  

  Business response

  04/18/2024

  Dear ******************, thank you for contacting us regarding your manufactured home community resident application. Wed like to look into these circumstances further. Could you please share with us the name of the community you applied for along with the name of the sales representative that you spoke with? Additionally, could you please clarify whether you completed your application online? Thank you again for contacting us. 

  Customer response

  04/18/2024

  Subject: Missing Contact Details for ************************************ Case
  
  
  
  I hope this email finds you well. I am writing to inform you that the person who was assigned to handle the ************* Estates case did not leave any form of contact details. I have tried reaching out to them through their website and their employees, but unfortunately, I have not received any response.
  
  As a result, I do not feel comfortable using the information provided on their website or by their employees. I would prefer to continue communication through this platform, as it has been our primary mode of communication and has proven to be effective.
  
  For your reference, the community home's name is ************************************ and the person's name is **************. I also contacted her supervisor, *******, twice and left a voicemail, but have not received a follow-up.
  
  I apologize for any inconvenience this may cause, but I wanted to inform you about this issue as soon as possible so we can find a way to proceed with the case.
  
  Thank you for your understanding.
  
  Best regards,
  
  *******************************

  

  Business response

  04/27/2024

  Thank you again for contacting us. It is our understanding that the sales representative that helped you with your application communicated to you that the application would be accompanied by a hard credit check. It is also our understanding that proper procedures were followed when collaborating with you and addressing your questions about the application process. Finally, your application has been approved on the condition that you provide verification of income, employment, and landlord. If you would like to move forward with purchase of the home you are interested in, please contact The ************* Estates sales team at ************* before July 4th, 2024.

  Customer response

  04/30/2024

   
  Complaint: 21552722
  While I understand that you believe all procedures were followed, this is exactly my point - they were not. Your employee failed to comply with  protocols, and it seems that you are not comprehending the severity of the situation.
  
  The lack of a code of conduct in your service is highly concerning. When I asked your employees about your procedures, none of them seemed to have a clear understanding. Additionally, when discussing the process for submitting formal complaints, I was told by multiple employees that there is no such procedure in place. Furthermore, the fact that no one was willing to disclose their name and my formal complaints via voicemail have gone unanswered using the number you provided and the other numbers i was given is extremely alarming.
  
  It appears that your company lacks core values and your employees feel they can act with impunity. Although I have read and understood your response, I must reiterate that your employee's dishonesty and lack of transparency, as well as your failure to address my previous concerns, are causing me great frustration.
  
  I am not simply requesting any form of compensation or content from you. What I would appreciate is a phone number where I can escalate this matter and receive a prompt resolution like ive have requested over and over. It is disappointing that all of you have failed to understand the gravity of the situation thus far.
  
  It is extremely concerning that none of you have been able to provide the required information despite it being requested multiple times. This lack of response and accountability is affecting our progress.
  
  Please understand that timely and accurate information is crucial. I look forward to a prompt response 
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took out an annual contract at the Texoma Thousand Trails ** resort from 31 Jan 2023, and at the same time signed up for their membership, while at the resort. On Dec 1 2023 I emailed *********************************** the Office manager at the Texoma Thousand Trails resort and told her that we will not be renewing our contract, nor renewing our membership. I said we will take the ** out on 31 January 2024. She acknowledged receipt. At the end of January 2024 I moved the ** out of the park. I kept getting invoiced for 2024 membership. I talked to someone who called and explained that we will not be renewing our contract. Then over the months of February and March i kept getting calls from Thousand Trails membership to renew. On March 5th I emailed ********* again and reminded her of the email that we are not renewing our membership and that they must please stop calling and sending invoices. She told me to talk to membership, which I did. I still kept getting calls, so I emailed again on the website and told them to stop calling me and sending me emails. On Apr ***** received an email from ***** in ********* services stating that they will not cancel my membership until all dues that are owed are paid. I explained that I should not have had any dues owed because I cancelled my membership on Dec 1st 2023. Now on April 7th I am complaining about the way this business conducts itself, telling me that I now owe membership for **** Feb and March 2024, and if I dont pay by April 15th they will keep invoicing me every month (until forever). I emailed back and said that I would be willing to pay for the month of January ********************************* the park, but to remove the Feb and March dues.

  

  Business response

  04/15/2024

  Dear **************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that your membership has been cancelled with no remaining fees owed. Thank you again for contacting us.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have along with My Husband and Daughter have been residents of this park since 2016 . At the time My Husband and I signed a contact agreement , we were promised an Heated Pool in which the pool is on both sides of the park. My side the west side has been filthy and not heated for the Past Month. I was promised that the issue would be resolved it is not. We have for the last 6 Months we have had issues with them heating the pool. You call the corporate office here in ***** and just get hung up on before you can leave a message. We The residents of this park need a heated pool and a Clean one at that which we are promised in the contract in which this office fails to provide. we are paying for something we are not getting which isn't fair .

  

  Business response

  04/16/2024

  Dear ****************, thank you for contacting us regarding **********************************. It is our understanding that while the community prospectus does not specify that the swimming pools are heated, ********* temperature ranges between ***** degrees when possible. The community management team is scheduling an appointment with the appropriate teams to inspect the pool heaters and order any necessary equipment to keep the pool heated more consistently. It is also our understanding that although the West side swimming pool heater was temporarily down to conserve gas while awaiting an appointment with the gas company, the pool remained operational for resident use and is currently fully heated, as is the East side pool. Finally, it is our understanding that the swimming pools are regularly skimmed to remove any leaves or debris that fall in. We regret any inconvenience caused during this time. Thank you again for contacting us. 

  Customer response

  04/17/2024

   
  Complaint: 21542846
  
  I am rejecting this response because: Continuality the pools are in poor working order and are Dirty. Managment and this company don't care .   Up until this company took over  the overall present of this park is filthy and never kept up to par. No one to speak to or calls the residents back from the owners of this park.
  
  Sincerely,
  
  *********************

  

  Business response

  04/19/2024

  Thank you again for contacting us. It is our understanding that management has discussed these concerns regarding pool cleanliness with the third-party vendor who services the community pools. The condition of ********* have recently been inspected and found to be thoroughly cleaned. The importance of maintaining cleanliness was emphasized with the pool servicing contractor. It is also our understanding that our management team does not have a record of you as a resident of **********************************. If you are living in the community but have not registered with the management office,please contact the office as soon as possible to apply for residency.

  Customer response

  04/22/2024

   
  Complaint: 21542846
  
  I am rejecting this response because:
  I have been a resident of this park since 2016 when me , My Husband and My Disabled Daughter have resided here.  Furthermore , In Regards to the cleaning of this whole park it is not done as it should be. When My Daughter or Husband asks about the pools we get an impression that the office is just their for the money and don't really give a c*** about this place. They always have an excuse as to why in our contract lawns for example aren't being mowed like they used to . the pool not being free of leaves daily by maItence person. Ther is no proper comunication as to the pools being serviced or whatever. Also, We have asked the office to speak to our next door  neighbor whom freely walks on our property and was taking photographs of My Bras being hung to dry on the inside of my house. The Only way she would have known is her just walking on our property. As well as Letting her Cats  do their business in my carport.  She has also talked very deragtory about all 3 of us. My Daughter is Highly Alergic to cats and she was asked for it to stop. Yet it continues. The Park really don't give a c*** about anything that goes on here! It's a shame! In 2016 it was a nice park now not so much. They need to do a robo call just like they do for other things to let the residents know about the pools again no one in the office cares. thanks
  Sincerely,
  
  *********************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a membership June 2022, with assurance we would be able to reserve camping spots to parks we are able to visit within **********. We have not been able to submit a reservation for last two years and called customer service several times with nothing resolved. They stick to a script regarding a signed contract regardless of availability to parks that accomodate our needs and ready to upsell another region. We did sign a contract in good faith we could use it, however, there isn't any availability, they also altered original contract with minimum 60 day in-advance requirement with my tier of contract. I have not used their campgrounds as result, none available by time we can check online. They advised I can upgrade, or pay an early termination fee of $250 with no resolution option for non-availability. This is not fair and feel this is a scam. We were overpromised with assurances on site availability when they knew memberships oversold. I spoke with a sales staff trying to upsell me again, and acknowledged memberships oversold and confirmed several complaints due to non-availaiblity, provided me memberships phone number, and not productive. I do think we are owed past membership dues due to non-avaialibity however I will settle for the cancellation and will never use them again. I don't appreciate being taken advantage of and help others avoid same situation. I hope you can help obtain the cancellation and stop the membership charges to my account..

  

  Business response

  04/11/2024

  Dear ****************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that you purchased a 4-year camping pass membership, which is scheduled to expire in June of 2026. This membership grants you the ability to reserve a stay up to 60 days in advance of your arrival at 16 different campgrounds in ********** and 3 campgrounds across *******, ********, and ******. The member services team *************) is a great resource if you have trouble booking a site online.Although we cannot guarantee availability at your preferred locations, we may suggest alternative parks or dates if your travel plans are flexible. Thousand Trails is not obligated to cancel your membership early per our contractual agreement but has offered to cancel two years into your contract for a fee of $250. We encourage you to consider booking a camping stay at one of the 19 campgrounds in your membership or you may accept the early cancellation convenience fee from our member services team. Please reach out to our member services team to explore available solutions. Thank you again for contacting us.

  Customer response

  04/30/2024

   
  Complaint: 21522977
  
  I am rejecting this response because:
  Hello,  apologize for the delay in responding, I didn't see these emails.  I have read the response from Equity Lifestyle Properties, Inc.and decline their response.  It is not acceptable to obligate us to use other campgrounds outside our area in order to use their campgrounds.  Their representative ****, told us we were guaranteed a spot in the campground of our choices, which would be in ********** and surrounding campgrounds in **********   He also advised if we were not happy to request cancellation.  This is misrepresentation of what we were told and trusted in good faith. 
  
  We have not been able to reserve and use the campgrounds services due to non-availability of sites as our availability allows.  When I spoke with someone they confirmed too many memberships were sold to accomodate their customers.  It is not fair to expect the consumer to be obligated to travel outside our areas, which we can't afford to utilize the camping sites and was not the purpose when we purchased the membership from ****. 
  
  I would like this complaint re-opened please and help us as the consumer who has been taken advantage of. 
  
  Let me know what else you need from us and appreciate your assistance.  
  
  ***********************

  

  Business response

  05/07/2024

  Thank you again for contacting us. It is our understanding that your membership has been cancelled with no remaining fees owed.

  Customer response

  05/07/2024

   
  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,
  
  ***********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Me and my husband signed up for Thousand Trails in 2022 and at that time i could travel full time. I have since been struck with multiple medical conditions that have me in and out of the hospital with admissions. Multiple times this year alone. I contacted Thousand Trails and advised i needed to get out of the contract as i'm unable to travel any longer and provided all documentation necessary and they are refusing to let me out of contract. They asked for medical documentation and i provided, then they asked for a letter stating i wasn't able to travel anymore (i provided 2 letters) and they are still refusing - this is putting a huge financial burden on my family and i need to be able to focus on my health without this hanging over my head. Please help my family!

  

  Business response

  04/02/2024

  Dear **************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that our member services team is reviewing your request and will be reaching out to you shortly to discuss available solutions. Thank you!

• Initial Complaint

  03/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The pool area was disgusting. A lot of sharp edges to get cut on. Hate to be this way but aids is a blood borne pathogen an easy to spread.

  

  Business response

  03/07/2024

  Dear **************, thank you for contacting us regarding your recent stay. In order for us to look up your reservation and consider your request, please confirm which campground you stayed at, as well as the dates of your stay. Thank you! 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The park is ******************* "RESORT". Immediately upon arrival 1/6/2024 it was evident that certain amenities were not available or in disrepair. The mini golf was closed during my entire stay and one bathhouse was closed for 10 months and the other had a large hole in the ceiling that appeared to have mold. On 1/25/2024 the pool heater broke. Originally; the front office said that the heater would be replaced in a few days, so we were hopeful. As days passed the water temperature dropped in the pool to 60 degree and none of the guests could use the pool. On 2/13/24 the hot tub heater failed. On 2/16 I met with the property manager *********************************. ******************** was unable to give me any repair dates for the pool, hot tub or mini golf course. (At this point broken 3 weeks or more) I requested a refund and also followed up with an email to ******************** which I have attached. On Tuesday 2/20/24 we vacated Site 61 and notified the property manager that I would be calling the corporate office for a refund. I asked the front office staff for the contact info for the Equity Lifestyle **************** and was told that they could not provide that information and that I could find it on ******* I called ************** and also sent an email to ************************************************************ several times and never had a reply. To date ( more then 6 weeks) the pool, hot tub, mini golf and bathrooms remain in deplorable and unsafe conditions . This was supposed to we a "Resort" but it is only a dilapidated campground. We are retired, and my husband is Disable. We paid $4269.14 to do water aerobics , enjoy a daily hot tub, swim in a warm pool and at the least

  

  Business response

  03/12/2024

  Dear ****************, thank you for contacting us regarding your stay at Encore ***** Everglades. It is our understanding that although the resort swimming pool heater was temporarily down for repairs that have been completed as of 2/27,the pool remained operational for guest use. We regret any inconvenience caused by this repair which was met with some delays.
  
  It is also our understanding that no refunds will be offered for early check-out,per the resort policy. Finally, when you spoke with the management team at the resort, you mentioned that you may have to depart early for emergency back surgery. The management team explained that if you provide a doctors note for this surgery, they can credit the charge for your site to a hold on account to be used for a ***********. Please email the resort at ************************************************************ to provide a copy of your doctors note if you are interested in this offer.Thank you again for contacting us.

  Customer response

  03/14/2024

   
  Complaint: 21363506
  
  I am rejecting this response because while the pool remained open it was freezing cold. In fact 50 degree water could promote hypothermia therefore it was not usable. The pool was in disrepair for 32 days. The pool was not the only issue, the hot tub heater failed and was not repaired for 8 days. The conditions of the bathrooms were deplorable and unsafe.  The mini-golf was closed the entire stay. I needed the pool and hot tub for health reasons, for physical therapy and strength training.  After 4 weeks of not being able to use the amenities, my condition declined and I did need to leave for a spine procedure. I have attached the letter from my doctor.  I am entitled to a refund for the unused part of the stay.  I paid  to be at a "Resort Park" and not a "parking lot" .  The lack of amenities contributed to my physical decline. The ENTIRE reason why I  opted for a seasonal site was for a heated pool and hot tub during the 3 coldest months of the year. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/22/2024

  Thank you again for contacting us and for providing this doctors note. Your payment has been processed as a hold on account credit. You may choose to credit this charge to a *********** with us or another Encore RV Resort. Again, we regret any inconvenience caused by this repair and any negative impact it may have had on your stay. 

  Customer response

  03/25/2024

   
  Complaint: 21363506
  
  I am rejecting this response because: I would prefer never to return to this park? A credit for use at Fiesta Key or ************ or ************* would be acceptable.  Additionally, I have not seen an invoice for the credit so I do not know if it is an acceptable amount. 
  
  Sincerely,
  
  *********************

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