ComplaintsforYoung America Realty, Inc.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an apartment with Young America Reality (YAR) for a little over 2 years. I moved out on August 1, 2023 and was charged $1,025.94 in damages. I know for myself, and the various people that helped me would attest, that I left the unit extremely clean and far from even normal wear and tear amounts of damage. The damages cited by YAR including, but not limited to, damage to a screen door that was done before I moved in, replacement of a carpet that was immaculate, and painting of walls were unjustified and of preposterous scale. Regardless, I went through the process they lay out to dispute these charges. I sent an email to the address specified to send disputes to. That address responded that it does not respond to disputes, try a different email. So I emailed that address. No response ever received. I tried calling; YAR was non-responsive there as well. Later, I still received threats that they would send me to collections if I did not pay. I responded that I had disputed these charges with them and had not gotten a response ever. Eventually, they sent my charges to collections. Now at this point I would still like to avoid the stress and time associated with taking this matter to court. I want YAR to recall the $586 debt from the collection agency so that this negative impact on my credit can be removed as well as give me back my $575 deposit that they have wrongfully kept form me.

  

  Business response

  03/01/2024

  After checking with other Departments in Young America Realty, we cannot seem to find any record of an email disputing damage charges after Mr. ******** move out in August 2023. This said, we have records showing 6 emails sent between September, October, and November as well as a phone call made in October to bring this balance to ******** attention, only one email was responded to, however at that point the account had been delinquent for over 2 months, which led to it being sent to an outside collections agency. 

  When looking at the damages, they do appear to be justified based on the pictures in the attached document, which has also been shared with Mr. ****** along with the following explainations. If there are any issues or discrepancies of what has been charged, we will work through them directly with ****** in the hopes we can clarify the situation and make any adjustments should any charge(s) be found unwarranted. Please see contents of the message sent 2/29 and the pictures attached to this message. 

  "Attached are photos of the apartment unit after you moved out of the unit that justify the damage charges. Below is the justification for the damage charges:
  
  • Charge to clean out the garbage disposal = $13.75; we charge the owners of this property a labor rate of $55.00 for repairs completed by our maintenance technicians; we charged you $13.75 (0.25 labor hours) for the labor to clean out the garbage disposal that had considerable food, etc. in the disposal.
  • Charge to repair the damaged patio screen = $45.06; we charged you for the labor (i.e., $13.75 (0.25 labor hours)) to take the screen to our vendor to repair the damaged screen and the actual cost from the vendor to repair the damaged screen (i.e., $31.31); the photos show the damaged patio screen.
  • Charge to complete the drywall repairs = $110.00; the maintenance technicians worked on the drywall repairs for 2.5 hours; however, we charged you $110.00 (2.00 labor hours) for the labor to complete the drywall repairs; we did not charge you for the drywall materials needed for these drywall repairs; the photos detail some of the areas where drywall repairs were made.
  • Charge to paint the areas where the drywall repairs were completed and paint the marked-up walls = $447.88; we charged you $350.00 for the labor to paint the walls where the drywall repairs were completed and paint the marked-up walls; we also charged you $97.88 for the painting materials that were used; the photos detail some of the areas where we had to paint the areas where the drywall repairs were completed and paint the marked-up walls.
  • Charge to replace the damaged/stained carpet = $395.98; we only charged you 28.57% of the total cost to replace the damaged/stained carpet; the photos detail the areas where the carpets were damaged/stained.
  
  We believe the damage charges were appropriate based on the condition of the apartment unit after you moved out of the unit."

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property I am living on (renting from young America) has a furnace that is not working. For over 24 hours (and still counting) I have had to live in a house that is 40 degrees and dropping. The outdoor temperatures are in the negatives. I was unable to contact them until 11am (10 hours after I arrived). I had sent a digital matainance request at 11pm the night before. When I finally got a hold of them they gave us two small space heaters to try to heat a three floor, 4 bedroom unit. After 5 hours of receiving my request I still have not had someone come to check my furnace. It is so cold to the point that my roommates had to leave and go somewhere else to keep warm. This is negligence. I pay over $600 a month to live here I expect better treatment. I want compensation not only for the space heater that I had to buy myself, but I also want rent credit for everyone who live in my unit (myself and three other roommates).

  

  Business response

  01/22/2024

  On Saturday 1/13 around 11pm we received an emergency on-call maintenance request stating the heat in the unit at *** ****** *** * was not working properly. Our after-hours maintenance technician stopped by around 4am 1/14 after attending to other residents who reported similar issues and could not identify the problem. This technician left space heaters in the apartment and called out an HVAC specialist who arrived later that same day. The specialist at ** ********** indicated repairs were done to get the heat halfway working while a full repair would need a part that was ordered. During this time, our maintenance supervisor stopped by to inspect the heat and couldn’t find anything they were able to do to improve the heat. At the time, we were never informed of what was going on, however ** ********** indicated with space heaters, the unit would be okay until final repairs were to be made Tuesday 1/16. During this time, 3 additional service requests were made by the residents of apt 1 due to the space heaters causing the breakers to trip. ** ********** were once again called out to make repairs on 1/15, however they were already planning to stop out the next day so they did not make plans to return immediately. Upon receiving the 3rd service request on 1/15, a different company, ****** were called out to repair the furnace and they were able to do so early on 1/16. When we received this report (at 10:53 1/16) which stated heat still was not working, repairs had already been made with the furnace working at full capacity and this was confirmed by a resident (at 10:34a 1/16) of the apartment after ****** stopped back out.
  As indicated in the above narrative, this apartment was in no way neglected. This said, due to this happening over the weekend we understand communication of what was occurring could have been better with ** ********** so the residents were kept in the loop, however everything on our end said the issue was addressed and we were not aware of the follow-up needed. Because of this lack of communication, we are looking into the compensation requested by the resident(s) and have a dialogue with tenant **** ******* to follow up on Wednesday (1/24) this week with an answer to the request. Based on this, it appears we did everything we could to address the no heat call and communication with vendors will be improved in the future to ensure nobody is left with a lingering issue and no update.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an apartment from Young America last year and was charged large sums for damages. Some of these charges we were charged for the year before because we signed onto the same apartment for a second year and they never replaced or fixed anything that they charged us for. One item included a couch which they charged us $200 for each ($800 total between me and 3 roommates). We paid these off the first year and expected to have a replacement for the next year. Instead they left the same old couch in there and then charged us for it again after our second lease was over. We tried to dispute these charges, but everytime we tried to get in contact they would either send us to voice-mail and then never respond to the voice-mail, or directly hang up on us when we brought up charge disputes. I ended up relentlessly calling them to get this figured out after they sent me multiple emails threatening to send us to collections and the last one said that if I don't get it resolved by the end of their business hours that day (4 hours after I received this email) that I will be contacted by a collections agency. I got theough to them only after threatening legal action and once this happened they are suddenly able to let me talk to someone and had this resolved in minutes. This company is taking advantage of college students who are already in debt and extorting them for as much as they can.

  

  Business response

  08/22/2023

  Our records indicate we have already credited the second charge for the couch as part of our charge inquiry email process, where residents were asked to direct any believed discrepancy in their billing in writing so we could review the charge(s). As a part of this inquiry, we discovered the residents were charged last year as well as this year despite the replacement only happening once. The attached account ledger will show ********’ account has already been credited $200 to effectively remove the double charge. This will also show a final payment being made on 8/18 to clear the account balance and close it out on our books. Please understand over the week of 8/14-8/19 our office was shorthanded and answering hundreds of phone calls from residents who also had questions regarding their accounts. Additionally, two emails were sent in July alerting residents of any unpaid balances due to final utility or damage charges along with directions on how to contact us with any discrepancies (via email inquiry process). So long as the resident(s) reached out, as ******** did on 7/29, damage charges were not finalized until we could fully respond to the email message, as we did on 8/8/23 (payment not expected until the adjustment was made on 8/12). From what I can see, everything appears to have been resolved regarding the couch damage double-charge moving forward, but if ******** has further questions/concerns, we will do our best to address everything we can, only asking for patience as we try to help the hundreds of others with similar situations.  

  Customer response

  08/22/2023

  First off, in regards to the double charge, you never even sent a replacement for what we were charged for. Even now the couches that we were charged for haven't been replaced. You are directly lying on this response by saying that you replaced it last year. We paid for the new couch and you never came to install a new one and this is why we got charged again. You leave things like this in rooms year after year and charge for it every year and every tenant that lives there. You prey on college students who haven't had the experiences to know any better about how renting works then charge them crazy amounts of money for things like this. I don't need any kind of resolution cuz I bit the bullet already. I submitted this complaint so that maybe someone looking to rent from you in the future sees it and maybe thinks twice about it. All you are is a bunch of scam artists

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Young America charged my roommates and I for furniture damages that we did not cause. We received the furniture damaged and returned the furniture in the exact same condition yet we are being charged $300 each for their mistake. We were told they notate damages to furniture if they give them out used yet they never did and now we were penalized for there mistakes. They never gave us pictures of the furniture before we received it showing what the furniture looked like before we got it to hide the damages on the furniture.

  

  Business response

  07/06/2023

  We recently reached out to ******** after discovering a discrepancy in our records and explanations received. During this we discovered incomplete internal records led to a chair replacement being charged when the furniture was lighly damaged when placed in the unit (was to be temporary and fully replaced before end of lease). Since then we have communicated our error and credited all residents of the unit for the cost of the chair and ******** agreed this was an appropriate resolution to close the matter. We now have an open line of communication with the now-former resident should any other issues arise.

  Customer response

  07/06/2023

  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.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented from Young America Realty for my sons last year of college. I paid the account in full the week he was moving out. There was a zero balance. I went and inspected the apartment cleaned it out before he moved out. I happen to check the account because the prior year they added fees after I had paid the account in full and the same thing happened this year only these back dated utilities fees they added a fee for replacing a screen that was already damaged when they moved in. I call to complain about all these fees and the next day they add over $200 in charges! Almost a month after he has moved out there’s new cleaning fees wall fees and that’s $200 to each roommate not just my son. I cleaned the apartment myself. I inspected it as well and the apartment was fine when he moved out. The account goes from being paid in full to having back dated utility fees to have one move out fee to now having over $200 in damage fees that were clearly just added after I called. I am disputing the fees and would like the account balance removed.

  

  Business response

  06/12/2023

  Since Ms. ******** son, ******* *******, moved out of the apartment on 5/13, our office went in to inspect the unit and address any damage and cleaning required to prepare the unit for the next residents. Since then, charges for utility bills and damages have been added, however the phone call placed to our office had absolutely no bearing on the charges added. One further round of utilities charges are expected later this month before the account balance is finalized. Additionally, we have sent multiple messages out to residents letting them know how they may inquire about damages they do not believe they should be responsible for; sending an email to our office (with any info they have to support their claim) so we may review all relevant information to check on the validity of the damage/cleaning expense. As of today we have received no such message from ******* *******.
  Additionally, please see the attached photos and copies of invoices (full records available via email inquiry) showing work done at *** ** ******** *** to resolve damages and for cleaning. As the pictures show, the apartment was left very unclean in multiple areas, including the carpeting throughout. Additionally, walls were left stained with wallpaper rips at certain points, consistent with adhesive strips being used to hang/mount something. In regards to the ripped screen door charge, we have no record of this damage being present upon ******* or any of his roommates taking possession of the unit. If any of them are able to provide us any timestamped information to show this damage being present before last year’s move-in, we are happy to remove the charge accordingly. However, a service request from 4/26 appears to show the first time this ripped screen (which required replacement) was brought to our attention.
  So long as Ms. ****** and/or Mr. ******* can email us regarding further questions/concerns, we will happily continue to help in any way we can.

  Customer response

  06/12/2023

   I am rejecting this response because:
  
  I did attempt so send an email as instructed disputing the charges. The email bounced back that the email address is not valid. When I attempted to call the business it requires to leave a message which from my experience of leavings several other messages regarding the unit doesn’t get responded to. I spent over 3 hours the morning of cleaning the unit throwing items away as I did the year before in his prior unit and the apartment was left in tact when we moved him out. How can I dispute it if the email left is invalid. I also don’t have photos when we moved him out I didn’t think I needed to take them.

  

  Business response

  06/15/2023

  I assure you the email at **************************** is functioning as we receive dozens of messages at that address on a daily basis. Please ensure there is no “i” included in “realty” as such is the most common mistake we encounter preventing receipt of an email. Additionally, we log each message received in a ticketing system to ensure all residents are given an answer regarding move-out charges prior to finalizing the account. Also, according to the ******* phone/email ticketing program we use, each call placed to the Client Services/Customer Service line by Ms. ****** since January 2022 has been responded to (which is all communication made to our department). Finally, I understand the apartment may not have been left in good order by residents before this cleaning or disposing of items left behind, but this does not excuse the condition in which the unit was left. Our staff had to spend time to remove items left behind (some in shared pics) and two different crews were needed to clean the unit and unless we receive information that differs from our records, we are unable to credit this charge. We have no problem continuing our review if new information is available via the email inquiry process described in our previous message. Thank you.

  Customer response

  06/20/2023

   I am rejecting this response because:
  I see 3 photos no invoice where is the proof that these photos are from unit 26 there are several units in that building where does it show this is unit 26. The photo with papers was not my sons room and those items on the desk  required two crews to clean out? He did not leave any items behind so why is he being charged. I looked in his room before we left he had left no items behind. If each roommate is being billed over $300 in fees that’s over $1200 where is the invoice for these charges? I wiped down the counter tops stove floor kitchen and his room so how are there cleaning fees.
  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A $50 penalty from their banking services for a bank transfer that didn't go through. Young America, or the bank they do business with, can't tell us what went wrong with the transfer - but their bank is charging us $50. That is an excessive amount of money for a college student and how do we know if the mistake was at our end? Young America is blaming it on their bank charging this excessive fee, but they're doing business with them so I don't see how they ignore ownership.

  

  Business response

  05/15/2023

  Mr. ******* reached out on 5/10 regarding the $50 fee that is automatically charged by ******** when their system initiates an Echeck or ACH transfer payment, but the payment does not go through due to either insufficient funds or incomplete/incorrect payment account information. From the notice we received by ********, it appears the payment initiated on 4/25 and returned on 4/28 was due to bad account information not allowing the payment to be completed by the automated system. We have never had an issue with residents paying from valid bank accounts when all information is entered correctly and there are sufficient funds to complete the transaction. We do not have a say in the amount that gets charged and the lease agreement does state residents are to be charged a fee for failed ACH payments. We are reaching out to Mr. ******* to clarify this and we are happy to work with him or his daughter (our resident) to see if we can help in any other way now, or assist with any potential late fees that may be charged down the road. 

  Customer response

  05/15/2023

   I am rejecting this response because:
  

  We did not enter wrong information, if we did, please tell me what was entered.  We’ve entered ACH transfers successfully a number of times, without fail. Incorrect ACH transfers are always transparent on what clients had entered for transfer. Furthermore, $50 is double the standard rate - way too much to charge a college student.  Although you claim it is your bank charging the fee - it is your partner that you do business with.

  
  

  

  Business response

  05/22/2023

  As a security feature in ********, we at Young America do not have any access to any resident banking information entered. The only information we do receive when a payment returned is the reason, which can be "Unable to locate account/bad account information entered" or "insufficient funds." In this case, as we stated in previous communication with Mr. *******, ******** indicated they could not complete the transaction with what was entered for the account information. If it is believe there is/was an error in the system, residents are welcome to reach out to ******** to look into the matter and should it be confirmed there was a system issue causing the returned payment, we will happily work with ******** to ensure the charge is refunded. However, we have received no indication of there being an issue with payments and the over 1,000 other accounts in our portfolio (all of which are also in ********) were able to make payments using the portal without issue during the same period of time. We understand the $50 fee is believed to be excessive, but we believe this fee structure to be standard when it comes to what property managers in the area charge for returned or late payments and the lease clearly states residents are responsible for a fee should any payment be returned. Again, while this returned payment fee is non-refundable, we will work with Mr. ******* and his daughter should any fees be charged in the future that we are able to adjust/credit.

  Customer response

  05/28/2023

   I am rejecting this response because:  $50 charge is 10% of the rent my daughter is paying monthly.  Young America washes their hand and again, blames their financial service their working with on the charges and the lack-of-reason the account setup failed.  Was it a network connect issue?  Was it an incorrect account# submitted?   Was it an incorrect routing# submitted?  Why isn't there a verification of information displayed before it was submiitted?  This doesn't have to give away privancy information to answer that question.   Many applications, on client text entry, will unexpectidly trim spaces, leading zeros, etc.  - without client knowning what information was transmitted.   I don't think it was my daughters's fault and this has never happened to her - simillarly, you're saying it never happend on your end, however, you can't tell me what specificaly went wrong?

  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Young America has attempted to charge me and my roommate for utility overage for our apartment with a documented maintenance issue. They did this to us in the month of January (charged 2/23/23)for $21.22, in February for $146.50 (charged 3/15/23), and now March for $314.19 (charged 4/13/23). They have resolved these issues except for March. They had reduced the charges for January and February to more realistic charges due to the maintenance issue. I have called them at least 8 times, sent emails, and left voicemails and the charge was due the day they posted to our account. They have never once gotten back to me on the charge for March and they will not talk with me anymore. I dialed *67 and their phone number and they immediately picked up but sent me to voicemail after sending me to customer service. This documented maintenance issue (which they have now removed from my side of the customer portal, I have documented evidence of this issue though) was related to a toilet flap not working properly and water being wasted, over 21,000 gallons from (I assume) when I opened the request (December 19, 2022) until it was finally closed (March 22, 2023). I had repeatedly asked for them to just let us know what our utility overage charges were for and they had told us once for the month of February, but refuse to give us one now. In addition, we have had several issues with them in the past regarding mold, no fire extinguishers, no furnace filters, etc. I am seeking just for the utility charges to be reviewed and for us to not have to pay this ridiculous amount. It is worth noting that our complex was bought out by young america half-way through our lease. They had stated that everything will be run through them from that point forward though.

  

  Business response

  04/24/2023

  ***** and his roommate have been working with us after each round of utility overages charged to their accounts due to maintenance issues experienced prior to and since Young America Realty took over as property manager in December (YA does not own the building as we are third-party property management). Since this most recent round of charges, I can only see one phone call made to our office, which was returned. Our Customer Service and Accounts teams both use a system called Zendesk, which creates a ticket for any email or phone call placed to us to ensure these things do not fall through the cracks. I have also checked in with our Residential team who had not received any communication as of Friday afternoon regarding this matter or any other. In regards to maintenance concerns, we cannot find any record whatsoever of a maintenance request being entered for mold, fire extinguisher, or furnace filters and are happy to work through any concerns in the apartment.  Our office has not and is not refusing to work with *** **** and his roommate regarding this recent charge nor any of the maintenance concerns expressed here and are reaching out to open a dialogue. If he, his roommate, or any other residents have a question/concern, they are to contact us at **************************** or call ************ *** *** and give us up to 48 hrs to return the call/email. 

  Customer response

  04/24/2023

   I am rejecting this response because: Almost all of what you had said in your response was a complete lie. I appreciate you responding to the complaint, but I know that you are required to. I have attached additional pictures to indicate that I have called your office 7 times in the past week to try to figure this out. I left multiple voicemails on different phone lines. In addition, it is also untrue that I did not send maintenance requests for the furnace filter and the mold. The picture is attached, you can literally see it there. I underlined it for you. All I am asking is that you reach out to me and help me solve this issue. Admit that there was wrongdoing on your part, and help me come to a solution. I will not be paying this charge until it is reasonable, A.K.A., under at least $50 for the month. Help this problem to never happen again. It is true that I had not contacted you since Friday, because it is now Monday. I had tried several times to contact you to no avail, as documented in the extensive evidence that I have shown you. Almost every single time I called, I was sent to voicemail. I had tried to hide my caller ID and once I did that, my call was picked up immediately. Do better and stop ignoring your resident's simple requests.
  

  

  Business response

  04/28/2023

  Apologies for the previous response as the individual did not have full knowledge of the matter in order to adequately respond to *** ****'s complaint. We recognize the unit has had water issues since taking over management in December (again we are 3rd party property management and do not own any buildings we manage) and have been working with ***** and his roommate to adequately credit excessive water usage caused by an unresolved running toilet. We are working out issues of our office not receiving multiple calls to elevate such a matter to our managers for quicker resolution. We are also in contact with *** **** regarding credit towards the most recent utility overage charge and hope to have the matter settled over the next week or so. We have exchanged emails and are awaiting the resident(s) to review utility bills provided before we arrive at a reasonable resolution.

  Customer response

  05/01/2023

  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.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m seeking help in fighting unconfirmed erroneous damage claims from young america. After receiving an all clear zero balance Young America Creates new charges. YA created false damage claims well after I moved out. I explained I did not agree with theses claims. They have now sent me to a collection agency. How can this be fair??

  

  Business response

  01/30/2023

  After *** ******* moved out of his apartment in May, our office performed an inspection of the unit and identified a stained matress, which required replacement. ****** and his roommate were equally charged as our lease states all damages are split between residents. This damage charge along with final utility bills for the time ****** lived in the apartment were posted to the account in May. As these charges were unpaid when our office went to close the account on 6/2/22, the $160 security deposit was applied to the charges; the attached copy of the account ledger will help better explain the balance at that time. On 6/7/22 *** ********* mother, ***, reached out to our office to dispute the charge as an authorized representative of ******** account and a picture of the matress as well as the written inspection of the unit was shared to show why the damage was charged. Following this, several emails were exchanged in which it was made clear the charge was valid, with the last message sent on 8/1/22, five days after an email was sent stating the account would be sent to collections if the balance remained unpaid. As it remained unpaid, the account was submitted to the collection agency ***. We will still answer any questions ****** still has, however the debt is to be settled with *** after charges were disputed and answered with our office.  Please let us know if any further information may help.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was mold in my apartment when I first moved in this apartment in the living room corner and the bathroom ceiling, I let Young America know about they came took out the wall in the living room and sprayed something to kill the bacteria and stop the mold from growing in the bathroom. Now, the mold is regrowing in different spots of the bathroom ceiling and also on side of the bathroom sink and behind the toilet. The mold in the living room is also coming back. I put in a maintenance request for them to come , they sent me an email saying that my request was received and being received but NOBODY came still, I emailed the head of Young America, which his name is ****** and he never responded. This a party is not safe to life in and I want a different unit which I expressed to them I also informed them that I have allergies and cannot be around this type of bacteria, still nothing. Yet, they want me and my roommates to pay rent every month while they don’t resolve the issue. This building needs to be shut down, immediately until the problem is resolved. (I have pictures on hand of all the mold and emails from this company)

  

  Business response

  11/14/2022

  In July/August *** ****** reported an issue in her living room with wet drywall and possible mold growth. Our maintenance team responded soon after, working to improve drainage outside the building before cutting out, drying, and replacing drywall areas that got wet until moisture levels were within normal ranges after being probed. In September, *** indicated an issue with the flooring and wall in her bedroom closet due to water, after which work was done to dry out the area, followed by further work done to the exterior before the carpet was replaced and closet dried out. Since this work was done, our maintenance team had contractors scheduled to do extensive work outside due to reports we received each time it rained any significant amount. However, after nothing was reported nor noticed after rainfall in late October and earlier this month, it was believed that work done in early October had resolved the matter. As this was clearly not the case, our team will stop out to inspect the matter and address anything that requires our attention. In all, the request entered 11/11 is the first such in our system regarding this matter since 9/30 and work was done in early October that was meant to resolve the problem leading us to believe the matter was resolved in full.

  This said, the matter of possible mold above the bathroom shower and nowhere else typically indicates moisture being trapped during a shower as is typically the case if residents do not run the vent fan. This area is still being inspected and will be addressed by maintenance in their call today. Other pictures may indicate a problem, but some only show dirt or old caulk/sealing attempts that may need to be re-addressed as well (first report of mold in bathroom in service request entered 11/11). Since seeing this message we have reached out to *** ****** and will continue to work with her to address concerns. 

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a student at Illinois State University. I’m having trouble getting help with my last semester water bill. The company held my security deposit and won’t supply me with an itemized water bill. I have tried to resolve this through email and the girl just wants to close out the ticket. I also left two voicemails and no response. ***** is the contact person for utility questions.

  

  Business response

  07/21/2022

  We are happy to supply Mr. ****** with a copy of a water bill as well as answer any questions he has. We have done so for his brother ****, who was his roommate, as well as his mother as both have emailed us, however, we have never received an email from **** regarding this matter nor any other since August of last year as our email database houses all Client Services emails, including **********************. We have corrected water bills previously charged to ****'s account as he received 2/3 of two separate invoices as opposed to the 1/3 meant to be charged for the 3-bedroom unit. We also have credited his account due to a double charge for the final water bill. Attached is a copy of the final water bill for ****'s address as well as a copy of his account ledger showing corrections and we are happy to answer any further questions or supply other water bills. Please email **************************** ** *** ************** ********* ***** ******* ** ******* **** ************* 

  Customer response

  07/22/2022

   I am rejecting this response because:
  
  Although they make it seem like they are easy to contact they are not. My brother and I have asked for this itemized bill to compare and it took a complaint to get mine. My brother Luke would like an itemized bill and someone to help us understand the comparisons. 

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