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:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am submitting this complaint regarding my apartment - Winwood Apartments managed by Vicinia Property Management. As of today, I have been without air conditioning for 16 consecutive days in ***** summer heat. I have reported this issue multiple times through their online system, by email, and via certified mail. Despite these efforts, no repairs have been made and no clear timeline has been provided.I have now paid out-of-pocket for over two weeks of hotel stays, which has drained my finances. I moved here for an internship, and because of the ongoing delay and unlivable conditions in my apartment, I am at risk of losing both my housing and my job. I have received no real updates, no reimbursement, and no resolution from Vicinia Property Management.This situation has caused severe financial and emotional stress. A repair that should have taken a few hours has now disrupted my life for more than two weeks. I am seeking:Immediate repair of the air conditioning unit,Reimbursement for hotel expenses I have incurred (receipts already submitted to the management), so far at ******* Clear communication and accountability from Vicinia Property Management going forward.I am filing this complaint because all other avenues of communication have failed, and I can no longer afford to be ignored while enduring unlivable conditions.

  Business Response

  Date: 07/19/2025

  Hello ******. Apologies for the delays. The available materials and time with our local contractor has proven to be very slow response times and for that we apologize. I have been working with *****, the manager in regards to your account and we have reimbursed you fully and in addition provided you an additional apology concession. Lat I heard, you are satisfied now.  Thank you, ******.  

  Customer Answer

  Date: 08/01/2025

  The business has repaired the issue and reimbursed me for damages including hotel stay. Can the complaint be removed?

   

  Thanks,

  ****** ******

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair 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.

  We moved from a one-bedroom to a two-bedroom in the same complex and were left in limbo for weeks. The landlord couldnt give us a move-in date, and when she finally did, it was minutes before leaving for the weekend. She left the keys in the unit with no walkthrough or assistance.The apartment was disgusting. I spent four hours vacuuming extreme amounts of cat hair and litter. The carpets were stained red, brown, and blackwe had to rent a carpet shampooer just to make it livable. We were told wed be reimbursed but never were. The tub was filthy and stained, water damage was visible under the bathroom sink, non-carpeted floors were covered in grime, and the dishwasher was full of moldy water and wouldnt turn on. No one was available to help due to it being a Friday evening.Despite paying rent on time for two years and never causing issues, we were hit with an insufficient notice fee due to being misinformed about our lease end date. We were okay with paying this, but we got conflicting instructions about how to pay. When we finally paid (we have receipts), they still havent processed the charge after weeksand then added a surprise cleaning fee. We were told this was routine although it isnt outlined in the lease as so and my partner wasnt charged one when moving out of the one bedroom. A cleaning fee is laughable considering the condition we moved into. We left the unit far cleaner than we found it. We were told it was a routine fee, but this wasnt disclosed with our final charges, and it was never charged during a previous move on the same property.Communication has been abysmal. After the original property manager resigned, there was no consistent staff. Voicemails went unanswered, and when we did get through, no one had accurate info. My partner went in again today, and once again no one had any answers. provided pics from when we moved in and the lease that outlines no routine cleaning fees. messages saying wed be refunded for shampooer.

  Business Response

  Date: 07/08/2025

  Hello. Apologies for the delayed response. What apartment property did you live at? 

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  It has been months and no action was taken. We paid the charges to Terra Trace Apartments (managed by Vicinia Property Management) again to simply get this matter off of our plates. It is truly ridiculous and we havent spoken to our lawyer. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service 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.

  I moved out of this apartment on 02/29/2024. I received the letter attached on 03/29/2024 with my forwarding address which is listed on the letter stating I would receive my deposit of $100 back and I NEVER received my deposit back, 8 months and counting. This is my second complaint against this company. This is a breach of contract as I should have received my deposit back within 30 days of my move out date and still nothing. I tried to contact the company, no response. If this is not resolved I will take further action in court which is what I should do instead of filing this complaint.

  Business Response

  Date: 12/14/2024

  Hello.  You have posted this under the wrong company. While Vicinia did manage the community for a period of time, we exited in 2023. The management company who stepped in was MMG.  

  You will need to contact them as they are the ones who sent you this notice. 

  Sorry we cannot assist.  

  Thank you.

• Initial Complaint

  Date:10/28/2024

  Type:Order 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.

  Leasing info was incorrectly logged. Communication is non existent

  Business Response

  Date: 11/08/2024

  Hello, and thank you for your note.  In order to determine the approach to assist you, please provide this information:  

  1. What apartment community do you live at? 

  2. What is your address and apartment number? 

  3. Please upload a copy of your lease that demonstrates the dates.  

  Thank you. 

• Initial Complaint

  Date:10/09/2024

  Type:Order 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.

  I paid Vicinia Property , doing business as Columbus Portfolio $650 deposit monies on 2-27-2023 for The Links at **********************. Vicinia Property transitioned to a New property management company December 2023. I was informed by Vicina Property that All deposit were transferred, as legally required, to the new management company as of December, 2023. Vicinia Property purposely recorded inaccurate amounts of deposit monies paid to them. The amount recorded on my lease is $250. Trace Number *************** from Navy ********************, confirms the $650 web payment made to Columbus Portfolio; along with banks statements, and a signed letterhead document from Navy ********************. Vicinia Property Management has made my move-out-experience extremely hard because of greedy, unethical people working for the company. It is never right to scam hard working citizens whom pay taxes out of their money. If Vicinia Property had any moral obligation at the time that I signed my lease with them, I wouldnt be in this situation fighting for monies that were paid by me and OWED TO ME since moving out ************ is never to late to make any wrong-doing RIGHT.

  Business Response

  Date: 11/08/2024

  Hello. and thank you for reaching out.  Vicinia Property Management stopped managing this property on 12/15/2023. All security deposit records and security deposit dollars being held in the owner's security deposit account were transferred over to the new management company, Meridian Management Group (MMG) at that time. The contact information for MMG is ******** ***** at email ***************** PH # ********************** 

   

  Thank you. 

  Customer Answer

  Date: 11/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  MMG said that you (the originator) put that my deposit was $250. When you transferred the information to them thats what they received from you. Someone is stealing peoples money. I paid $650 to you and you intentionally documented the wrong amount, before transferring to MMG. I have legal documents and you were not honest. 
  
  Regards,
  
  Mariah ****
  

  Business Response

  Date: 11/14/2024

   

  Hello ****** **** (fka ****** *****).  I have attached a copy of your lease agreement and it clearly shows a Security Deposit of $250.00 

  Thank you. 

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair 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.

  I signed my lease in ******* ***** Apartment on July *******. I started moving in on July 18th I noticed the apartment across from mines flooded and the water started coming into my apartment. Maintenance was contacted and the water was removed. I decided not to move any furniture in to see what issues I would have that could damage any of my property. Well on August 3,5,7&10 my apartment flooded from my living room ventilation and went back into my bathroom, hallway and bedrooms. Aug 5th my toilet came up inside of my tub. I contacted the office immediately and they informed me that a plumber was on the property fixing the pipes. On August 7th my living room flooded again. On August 10th I had to call the fire department because my smoke alarm was continuously going off with water pouring out of it. My apartment has water damage it has mold and mildew aromas and the water damage has lead to a ***** infestation I have roaches on my toilet sit I have roaches that crawl on my bed I even have roaches going inside my refrigerator. I have asthma I have high blood pressure and I have anxiety I cannot and will not live like this the price of rent is overcharging for the rent conditions. I have called code enforcement twice this is unacceptable and I will keep climbing the top until I teach who needs to be reached. I shouldn't have to sleep in a car or at a friends house when rent is being paid at my address. My health is more important than any piece of property and I will not keep suffering because people don't want to do their job. These apartments have poor building conditions, poor plumbing and poor maintenance workers that rather get high then do their jobs.

  Business Response

  Date: 11/08/2024

   

  Hello. We are in receipt of your concern.  

  I reached out to the Community Manager for understanding surrounding your concerns.  Here is her response.  

       "this resident has not called us since the initial water incident she describes. She called the fire department about her smoke alarms, which is how we became aware of that issue (which we resolved the same night). She called code           enforcement once (that I'm aware of) and it went nowhere because we resolved the issue (same issue as the fire department one). I had no idea she was so unhappy."   

  You only needed to handle your concerns through the office and they would have been addressed in a much more timely way.  Please stop by the office to meet with the manager, ****** ****, and she will arrange the cancellation of your lease. 

  Thank you. 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My son is a student and lives at ********************************* in ***********, **. This community is managed by Vicinia. Although it would not have been our choice in living arrangements due to obvious deferred maintenance, pest control issues, and poor online reviews, it was the choice of the college for housing student athletes. - During the application process (May 2024) there were issues using the portal. A paper application and a physical money order had to be remitted due to these difficulties. - The onsite property manager explained there was a rent special provided you sign a 10 - 12 month lease; $460 small room or $550 large room. The only available option was the small room at $460 which we agreed to. - The first lease had an error to the unit number, but the rent and lease dates were accurate. We requested a correction. - There was a change in onsite property manager between the time of application and move in. - A pre move in document is industry standard and not received despite a couple of requests. This would have confirmed rent, move in date, and other important details. - The day of move in (Aug 1, 2024) was rushed, and the now former onsite property manager returned to fill in for the current onsite property manager during an illness. She informed us she did not see a signed copy of the lease with my (co-signer) signature. She sent it electronically and I signed it. What I did not notice was this corrected lease now reflected an error to the rent. - The rent/lease error was noticed at the end of August (8/28) when preparing to pay the next months rent (Sept). The onsite manager spoke with her corporate office and despite being provided with a paper trail of support stated she could not correct the issue and referred us to the ******************************* - We paid the higher rent now reflected in error, and waited for a response. The customer experience department advised on 9/4 it was being escalated to the ***. No response!!

  Customer Answer

  Date: 10/04/2024

  Attaching a copy of the original lease with unit number error and the second lease with rent amount error, and a few photos of life safety or unit conditions. 

  Customer Answer

  Date: 10/04/2024

  Attaching a copy of the original lease with unit number error and the second lease with rent amount error, and a few photos of life safety or unit conditions. 

  Business Response

  Date: 10/15/2024

  Hello there.  Would you please upload a copy of both leases? This will assist me in tracking down the necessary information we need to make an expeditious response.  

  Thank you. 

  Customer Answer

  Date: 10/15/2024

  Please see the two attached files requested by the business - old and new lease agreement both of which have errors. Although the business is requesting this information to make a determination now, this information was already provided to them on 8/30/2024 and on at least on other occasion via email communication. This is a delay tactic. Since my BBB filing my son has found out through communication with teammates also living in the community that we are not the only family facing these issues. 

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have again provided the requested documentation to the business in their response. These documents should be retained in their system and I have provided them directly to the business at least twice prior to filing my complaint. They have ignored online reviews and email requests for assistance. This feels like yet another attempt to delay or avoid resolution. 
  
  Regards,
  
  **** ******-*******
  

  Business Response

  Date: 11/08/2024

  Hello again, and thank you for providing copies of both the leases. We will be correcting the ledger and adjusting the rent to $450.00 monthly dating back to the move in. This will result in a credit to the account by the end of today. 

  Thank you.  

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  If the business fails to follow through I will file a new complaint. 

  Regards,

  **** ******-*******

• Initial Complaint

  Date:08/09/2024

  Type:Order 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.

  Unfair Practices and Withheld Security Deposit Request for Resolution Dear Better Business Bureau,I am writing to formally lodge a complaint against Vicinia Property Management, the management company for ********************** in ********, **, regarding the mishandling of my security deposit and the unjust charges I incurred after vacating the premises.I vacated the apartment on June 30, as my lease ended that day. However, since the leasing office was closed on the weekend, the staff instructed me to complete the move-out walk-through on July 1. Despite this, I was charged for rent on July 1, which I believe is unjust, given that I had already vacated the apartment on the last day of my lease. Additionally, I was charged for water and other items that were never part of my responsibility.To add to this, I received a check for only $37 as a return for my security deposit, which I find both insulting and unacceptable. I also had to pay for an electric bill for a few days in July, even though the staff turned on the air conditioning after I had already moved out and assured me they would cover that cost.I moved into ********************** two years ago in June, based on a family member's recommendation. At the time of my move-in, the apartment was only partially cleaned, and I had to clean it myself, which led to a back injury and an ER visit. Despite leaving the apartment in pristine condition upon my departure, I am now being unfairly penalized.The new leasing staff has been unhelpful and misleading, and the management is unresponsive. The charges are fabricated, and the withholding of my security deposit is entirely unjust.I am requesting the full return of my security deposit ($250) and a correction of the erroneous charges. I also plan to report this matter to the landlord-tenant association and other relevant authorities.Thank you for your attention to this matter. I hope for a swift and fair resolution.

  Business Response

  Date: 09/10/2024

  Hello Ms. ****** Thank you for submitting your concern in regard to your Final Account Statement from *********** Apartments. In addition, I appreciate your patience while we fully researched your concerns. You had scheduled your move out to occur when the office was closed and it seems our onsite team could have communicated better with you on the consequences of your selection. With that being said, we will reverse all the prorated July 1st charges on your account and will refund this amount to you. Only the water, sewer, trash, and pest control charges for your occupied days will remain. 

  Please confirm your forwarding address. Once received, we will upload your revised Final Account Statement here and will process your additional refund.  Thank you. 

  Customer Answer

  Date: 09/20/2024

  
  Dear *************************,
  Thank you for reaching out. I would like to address the business's response and provide additional clarification.
  It took over two months for me to hear back from them, and their message ended up in my spam folder, which caused further delays. Despite the company's statement, I have yet to receive the refund they promised for the prorated July 1st charges. Additionally, I am unclear as to why utility charges were deducted after my move-out date of June 30th, especially since it is not my fault that the management office does not work on Saturdays, making it impossible for me to complete any business on that day.
  Given these unresolved issues, I would like to request that this case be reopened for further review and resolution.
  Thank you for your assistance in this matter.
  Sincerely,
  ***********************
  GA *****

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Thank you for reaching out. I would like to address the business's response and provide additional clarification.
  It took over two months for me to hear back from them, and their message ended up in my spam folder, which caused further delays. Despite the company's statement, I have yet to receive the refund they promised for the prorated July 1st charges. Additionally, I am unclear as to why utility charges were deducted after my move-out date of June 30th, especially since it is not my fault that the management office does not work on Saturdays, making it impossible for me to complete any business on that day.
  
  Regards,
  
  ****** *****

  
  

  Customer Answer

  Date: 09/23/2024

  Thanks much as I missed the call.

   

  ******

  Business Response

  Date: 09/29/2024

  Hello Ms. ************ I have attached your revised Final Account Statement. The details of the amounts owed and for the periods owed for are shown in detail on the attached and should address your outstanding questions. Your refund of the balance has been sent to your address on file as shown on the attached FAS.  Thank you.  

  Customer Answer

  Date: 10/03/2024

  Dear Ms. ****************** you for your help with this matter, but I would like to porovide further information.

  
  Lease Information:
  Move-In Date: August 12, 2022
  Lease Expiration Date: June 30, 2024
  

  Notice Given: (three months in advance)
  

  Summary of Events: I provided the leasing office with three months' notice of my intention to move out, adhering to the lease agreement's requirements. However, I was only informed about the necessity of a walk-through inspection on the Friday before my move-out date (June 30, 2024) when I inquired about returning my keys. The leasing office informed me that they were not open on weekends and instructed me to come in on July 1 for the walk-through.
  

  I did not stay in the apartment past my lease end date and spent that time at my daughter's house. My daughter and I drove to the leasing office on July 1 to conduct the walk-through with a staff member. When I left the apartment after the walkthrough, the staff turned the ** on and stated they would cover the cost. However, I was charged by ************* for the utility bill from July 1 to July 4, which I paid as the leasing office did not pick up the cost as the staff stated. Please keep in mind I was out of the aprtment.
  

  I left the apartment in pristine condition, even better than when I moved in. Upon moving in, I encountered numerous issues with the apartment, leading me to submit over 20 repair requests. The unit was not cleaned prior to my move-in, and I took it upon myself to clean the apartment thoroughly. Unfortunately, this resulted in an injury to my back, requiring urgent care. I incurred out-of-pocket medical expenses for this treatment, which I did not submit to the leasing office at the time, but the injury stemmed directly from the apartment's poor condition upon move-in.
  

   

  Disputed Charges: The itemized charges provided to me include fees for pest control, sewer, trash, and water, which were assessed AFTER my official move-out date. The total of these charges amounts to $150.54. Since my lease ended on June 30 and I moved out on that date, I should not be held liable for these charges. I believe it is unfair to withhold $150 from my $250 deposit due to the office's lack of communication.

   

  Request for Resolution: I respectfully request a full refund of my security deposit in the amount of $250. The deductions appear to be unwarranted and inconsistent with the terms of my lease agreement.
  

  Thank you for your assistance in this matter. I appreciate your attention to my dispute and look forward to a resolution.
  

  Sincerely,
  ****** *****

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

  Business Response

  Date: 10/15/2024

  Ms. *****, Only the water, sewer, trash, and pest control charges for your occupied days remained as charges - these are for days June 30th and Before.  I have again attached your revised Final Account Statement. 

  Thank you. 

  Customer Answer

  Date: 10/16/2024

  I am writing to formally dispute the deductions from my security deposit and the final account statement.  After reviewing the charges and based on my move-out experience, I believe these charges are not only incorrect but also unfair.
  No Damages to the Apartment: I completed a walk-through with your staff  during which I was told that the apartment was in pristine condition. There were no damages noted, and I have documentation confirming that the condition of the apartment met all move-out standards. Therefore, the use of my security deposit to cover non-damage-related charges is entirely unjustified.
  Charges for Post-Move-Out Period:
  The final statement includes charges for services such as water, sewer, trash, and pest control extending beyond my move-out date. My lease ended on June 30, 2024, and I vacated the apartment on that same day. Any charges incurred after June 30 are invalid and should not be my responsibility, as I was no longer in the unit.
  Duplicate Billing:
  The account statement also includes double charges for utilities and services (such as water, pest control, sewer, and trash) for the overlapping periods of April 4, 2024 - May 7, 2024, and May 8, 2024 - July 1, 2024. This appears to be a billing error, and I should not be charged twice for the same services.
  Improper Use of Security Deposit:
  Under Georgia law, the security deposit is intended to cover unpaid rent or damages beyond normal wear and tear, not utility bills or service fees. Since there were no damages to the unit, the use of my security deposit for utilities, pest control, or any other fees is a violation of state law and my tenant rights.
  Unjustified Facilities Fee:
  I was charged a "Facilities Fee" for June 2024, which was not outlined in my lease agreement. This charge is neither valid nor justified unless explicitly stated in the lease, and I request written documentation showing my agreement to this charge, which I did not authorize.
  Refund Discrepancy:
  After all charges were applied, the statement shows a refund due of $99.46, yet I was not refunded this amount in full. This discrepancy, along with the other erroneous charges, raises concerns about the accuracy of the billing process.
  In light of these errors, I request the following:
  A full refund of my $250 security deposit minus any legitimate charges (which, as noted, there should be none).
  A detailed, corrected final account statement that removes all improper charges for the period after my move-out date and any duplicate charges.
  If these matters are not resolved promptly, I will escalate the issue by filing a formal complaint with the Better Business Bureau and seeking legal counsel to address the improper withholding of my security deposit.
  I look forward to your prompt response and resolution.
  Sincerely,
  ****** *****

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****

   

  I am writing to formally dispute the deductions from my security deposit and the final account statement dated [date]. After reviewing the charges and based on my move-out experience, I believe these charges are not only incorrect but also unfair.
  No Damages to the Apartment: I completed a walk-through with your staff on my move-out date, June 30, 2024, during which I was told that the apartment was in pristine condition. There were no damages noted, and I have documentation confirming that the condition of the apartment met all move-out standards. Therefore, the use of my security deposit to cover non-damage-related charges is entirely unjustified.
  Charges for Post-Move-Out Period:
  The final statement includes charges for services such as water, sewer, trash, and pest control extending beyond my move-out date. My lease ended on June 30, 2024, and I vacated the apartment on that same day. Any charges incurred after June 30 are invalid and should not be my responsibility, as I was no longer in the unit.
  Duplicate Billing:
  The account statement also includes double charges for utilities and services (such as water, pest control, sewer, and trash) for the overlapping periods of April 4, 2024 - May 7, 2024, and May 8, 2024 - July 1, 2024. This appears to be a billing error, and I should not be charged twice for the same services.
  Improper Use of Security Deposit:
  Under Georgia law, the security deposit is intended to cover unpaid rent or damages beyond normal wear and tear, not utility bills or service fees. Since there were no damages to the unit, the use of my security deposit for utilities, pest control, or any other fees is a violation of state law and my tenant rights.
  Unjustified Facilities Fee:
  I was charged a "Facilities Fee" for June 2024, which was not outlined in my lease agreement. This charge is neither valid nor justified unless explicitly stated in the lease, and I request written documentation showing my agreement to this charge, which I did not authorize.
  Refund Discrepancy:
  After all charges were applied, the statement shows a refund due of $99.46, yet I was not refunded this amount in full. This discrepancy, along with the other erroneous charges, raises concerns about the accuracy of the billing process.
  In light of these errors, I request the following:
  A full refund of my $250 security deposit minus any legitimate charges (which, as noted, there should be none).
  A detailed, corrected final account statement that removes all improper charges for the period after my move-out date and any duplicate charges.
  If these matters are not resolved promptly, I will escalate the issue by filing a formal complaint with the Better Business Bureau and seeking legal counsel to address the improper withholding of my security deposit.
  I look forward to your prompt response and resolution.
  Sincerely,
  ****** *****

  
  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair 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.

  I have lived in the same apartment for almost a year and never had any issues with maintenance or communication. I have submitted 2 requests for my kitchen light to be changed, (it is not a regular light bulb), with no response at all. I have also submitted multiple requests for someone from pest control to come to my apartment. I have spoke to many different people telling me that they will report it and escalate it, etc. I didnt stay at my apartment for 2 weeks due to the severity of the bug infestation. I am honestly extremely disappointed in the lack of service from this company. We are to pay an extra $40 on top of our monthly rent so that we can have these services and 24/7 maintenance. As a single mom of 2 young children, this is an extra finance that is extremely difficult to pay but I dont have a choice. I am not sure what the solution for this will be but I am really struggling right now and not getting any kind of response is not helping at all. I apologize if this is too personal. I am just very irritated and frustrated with this entire situation.

  Business Response

  Date: 07/16/2024

  Hello ******************.  I spoke to *****, our new manager, and he told me that our new maintenance technician will be meeting you today to resolve your maintenance issues. 

  I am sorry the prior manager was not responsive but it is why we made a change. You will find ***** and ***** responsive and helpful. :) 

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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.

  No management or customer service available since the start of my lease. They claimed to have laundry but it is never open. They have workers check your apartment when your gone and they always leave the door open! While ending my lease I could not get in touch with anyone except a call company they hire for new leasers for they entire month of January. I planned to move out in December and got my notice to go through late January. I got an email from the call company much later after calling repeatedly! The old manager said she would take my notice as January and February being the 2 months and my last payment would be march. The old manager didn't email me this and never put this in their system and I paid "RENT" for march when it is suppose to be a fee so they owe me money back. When I was moving out in march no one was available for contact again for me to give the keys to so I mailed them the keys which was a day off due to weekend and new manager said that was fine. They owe me money and are asking me to pay more and sent my account to collections. The new manager directed me to customer service as something needs to be fixed on their end but their customer service is never available. You can check their reviews and this is a regular problem with this company.

  Customer Answer

  Date: 05/13/2024

  To clarify the laundry is located within the office building which was always locked which would prevent the residents from getting to it. The old manager apologized because she had a death in the family and agreed to take the month of Jan & Feb as the last 2 months and the march payment as the overdue fee. When I called the new manager to confirm she said there was no notice of moving out entered into the system. If the overdue fee was $566.32 why was I charged a whole months rent for march? This company needs to take some responsibility for their actions. If their call company keeps records, they can be contacted for the number of times I have had to reach them to only tell me they deal with new resident assistance only. 

  Business Response

  Date: 05/24/2024

  Hello.  Please provide the name of the property.  

  Thank you. 

  Customer Answer

  Date: 06/26/2024

  ABSOLUTELY TERRIBLE & NON EXISTENT CUSTOMER SERVICE! Careless and irresponsible towards tenants. Old rotting building and no management. Don't trust anything their managers or workers say because in the end they want you to provided documentation & proof of what you said and were told. Just walk with a recording device on you in the office from the start to the end of your lease. If you can't reach anyone make sure to take proof of them not being available. Spent months playing around with being asked for proof of things while they failed to acknowledge events that did take place. Ignorant. The customer service lady was still saying I put in my move out notice in April when it was January! Do NOT trust this company with your money to put a roof over your head.

  Customer Answer

  Date: 06/26/2024

  Business Name: The Summit at the River 

  Business Response

  Date: 07/16/2024

  Hello. Would you please provide the name of the apartment community you lived at as well as your address?  I will then be able to respond. Thank you.