ComplaintsforNTS Development Company

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved out of the Willows at Plainview, which is an apartment complex, owned by NTS development. After moving out last month, they sent us around $950 dollars worth of charges for fake damage, damage that already existed, and unclean areas that were supposed to be cleaned by their providers prior to move out inspection.

  Business response

  07/11/2023

  I am sorry to hear of your complaint and can assure you we do not charge for fake damages. At The Willows of Plainview we pride ourselves in our honesty and integrity. When it comes to move-out inspections there are times where damages are assessed based on the condition the apartment is returned to us in. While completing the move-out inspection we cross reference the move-in inspection form to ensure no damages were noted during the initial resident inspection. If there are damages outside of normal wear and tear, then per the lease agreement residents are responsible for the cost of those damages. We do offer an option to have your apartments cleaned at move out, and residents who pay for this service are not charged cleaning fees. 
  
  In addition, we provide detailed photos of damages showing exactly what resident(s) are being charged for. In this case there was significant carpet damage and damage on the inside of several of our cabinets. We attempted to have the carpet professionally cleaned, however when the professionals came to complete the clean, they strongly recommended we replace the carpet due to pet damage. We depreciate the life of our carpet when charging damages, therefore you were only charged for a prorated portion of the carpet replacement expense. 
  
  We also discovered interior cabinet damage with stains on the surface that we could not remove with cleaning; therefore we had to reskin the interior of those cabinets. After reviewing your itemized move out statement and inspection form, I can assure you no damages were charged for cleaning since you paid for the apartment to be cleaned at move out. I understand that carpet damage charges can be significant, which is why we offer interest free payment plans if needed. If you would like to reach out to me directly with any further questions or concerns please contact me at *************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Aug 31st Wed I had to leave the city and go to ******* ** for a family emergency, I was planning on being back on Sat- but things took a bad turn and we had to stay til today 09/05/22 very late driving back - I went to put my rent check in the deposit box and it wouldn't open all the way- so i didn't feel safe sliding it under the door, ( With all the construction going on for months - which they dont have a new drop box but does have a new office ? ) I just waited til the following day and dropped off my full check, never have been late and now she wants to charge me a late fee for there drop box not working. I have called the corporate office but ******* has not returned my call or the property manager on site at *********** ***** Apts.

  Business response

  10/03/2022

  Good Afternoon,
   
  We are in receipt of your letter dated September 22, 2022 regarding Complaint ID ******** submitted on 9/6/2022.
   
  We waived/refunded the late fee on September 8, 2022 to Mr. *******  The refund amount was for $100.
  If you need further information on this complaint and it’s resolution, please do no hesitate to contact me.
   
  ******* ***** Executive Assistant ** *** ********
   
  5** ***** *********** *******, ***** *** | *********** ** *****
  

  
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/4/22 I put in my 60 day notice to move out of my Apt complex. I paid a $2000 early move out term fee along with filling out forms as well. April 5 i walked the move out with the maintenance supervisor. He then explained that he did a pre inspection when I put in my notice to vacate. I did not receive no type of notification even though the office claim they called which i did not receive. I was charged for the carpet but at the same time some of the carpwt was normal wear and tear. I also received a $15 fee that i paid for the Apt to transfer the electronic back into their name which I have not ever hear of. I was told that once I paid my 2k that was all the fees involved.Now I received a move out statement say I owe for the carpet and a charge of $150 for concession rent (which i have not heard of before) they do not want to explain or email me back. I need help please I have 2 kids and I feel I am being forced to pay extra because I complained about not being notified about someone entering my Apt without my consent knowing this was not a emergency.

  Business response

  04/20/2022

  Good Morning,

  To Whom it May Concern,

  Ms. ******* signed the Rent Concession Addendum to Apartment Lease on October 5, 2021 which states:

  2. However, if resident should fail to complete the original term of the Lease or fail to comply fully with any of the terms and conditions of the Lease, and as a result, Resident prematurely vacates the Leased Premises, either voluntarily or involuntarily, then in such event, Resident’s right to the rent concession so allowed herein shall be revoked and shall become immediately due and payable as rent.

  Ms. ******* received a one-time concession in the amount of $150.00 as a renewal incentive.

  On February 4, 2022, Ms. ******* and Mr. ***** (additional lease holder) signed the Early Termination paperwork stating:

  HOW TO BREAK YOUR LEASE:

  ü  Pay the applicable early lease termination fee: $2000- or one-month’s rent (whichever is greater).

  ü  Submit a written 60-day notice to the leasing office. (The 60-day notice period will not start until BOTH the written notice and the early termination fee have been submitted to The Grove office)

  ü  If you received any special rent concession during the lease term, pay the concession back to The Grove, on or before the day you vacate.

  Ms. ******* was notified of the pre-move out inspection that took place on 2/7/2022 via phone.  Ms. ******* was also informed of the $15 electricity transfer fee per the lease agreement, the email dated 4/1/2022 sent to the primary lease holder’s email address, via phone call with The Grove at Swift Creek’s Assistant Manager, then again to her direct e-mail address (which she has attached).

  Ms. ******* has also attached the lease agreement which states:

  8.    INSPECTION: Resident hereby authorizes Apartment Company and/or Apartment Company's agents and representatives to enter the Leased Premises, at all reasonable times, and in an emergency at any time, to make repairs, alterations and inspections as may be deemed necessary by Apartment Company for the preservation of the Leased Premises, the building in which the Leased Premises is located or other portions of the Apartment Community

  As well as:

  23.    UTILITIES: Resident hereby agrees that Resident shall pay all charges for gas, electricity, light, heat, power, water and sewer (including drainage) services, telephone services, cable television services, trash removal service, and other utility services (collectively, "Utilities"), used, rendered or supplied upon or in connection with the Leased Premises.

   

  Ms. ******* alleges that she has received no explanation or email correspondence, which is incorrect.  Ms. ******* contacted NTS’ corporate office on Wednesday, April 6, 2022 at 11:59am requesting a phone call or email in regards to a letter she had written and attached to the email.  NTS’ Multi Family Operations Manager responded that day at 4:45PM with a detailed message breaking down the process of the pre-move out inspection, the reason for the carpet replacement, and the explanation of how the cost of the carpet replacement was determined after reaching out to The Grove at Swift Creek’s Property Manager, who provided photo documentation.

  Ms. ******* responded to the aforementioned email on Thursday, April 7^th at 1:23PM continuing to dispute, stating that she felt NTS was being dismissive and that she would forward everything to her attorney, the BBB and Channel 12 News.  The Multi Family Operations Manager responded at 3:43PM explaining the pre-move out inspection process again and including snippets from the lease agreement (above).  There was no further correspondence from Ms. ******* in response to that email.

  The Move Out Statement was sent to Ms. ******* on April 12, 2022 at 4:50PM.  Ms. ******* responded at 6:05PM stating that she paid the $2000 early term fee, that she would not pay the $150 “because that was not in the agreement”, and that she paid water and sewer for April.  She then sent another email at 7:33PM stating:

  “After reading the lease again this is what I saw which does not go with what you sent me.

  3. Resident refunds Apartment Company any special rent concession provided during the lease term, on or before the effective date of termination.

   I need to know what is a “rent concession” fee is and when I spoke with pretty much everyone in the office I know I asked over and over all we need to pay is the term fee which is $2000 I was told yes on several  occasions.”

  On April 13, 2022, the Property Manager responded to Ms. ******* with documentation signed by Ms. ******* and Mr. ***** and with the following:

  “Good morning, ****,

  What you have listed below does, in fact, go with what was sent.  I have attached the Early Lease Termination Information, page 6 of the Lease, and page 20 of the Lease (all of which are signed by both you and *******) acknowledging the one-time concession is refunded should the lease not be fulfilled.  You received a concession at the time of renewal in the amount of $150 (3^rd page in the attachment). 

  I hope this helps explain the misperception in regards to the concession repayment.

  In regards to your water and sewer, I have attached a snippet of your ledger showing where we deducted the prorated amounts from 4/6-4/31.  You were only charged from 4/1-4/5.

  Please let me know if there is anything else that I may be of assistance in clarifying. 

  Thank you!”

  Ms. ******* responded at 10:21AM stating that she did not receive any special rent and asked for an explanation.  She then also sent another email at 10:31AM stating:

  “When do need to pay. How long do I have to pay?

   **** *******”

  The Property Manager responded at 10:45AM explaining the one-time concession and offering a payment plan.  Ms. ******* asked for confirmation of the amount in full, which the Property Manager confirmed.  Within minutes of the email exchange, Ms. ******* called the office to make a payment over the phone with the Assistant Manager, but then opted to not proceed since credit card payment assess a processing fee. 

  Mr. ***** brought in 3 money orders on April 18, 2022 and the account is settled in full.

   

  Sincerely,

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

• Initial Complaint

  02/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 15th, 2022 my fiancée and I toured NTS development’s Lake Clearwater Apartments property in ************* **. At that tour we were given pricing information for the apartments listing their Pintail model in the range of 1274-1304 per month. We took about a week or two to mull over our options and decided to apply to their waitlist. We had received no additional pricing information and the property provides no pricing information online. We paid 153.95 in application fees as well as 400 dollars in a deposit to join the waitlist. Only after we applied for the waitlist and paid the money we’re we contacted and offered apartments that we’re listed above 1375 per month. We had no reason to believe that their prices would be above the numbers that were provided to us initially. I understand that the rental market fluctuates, but it is criminally misleading to provide price ranges when we toured the complex and then have completely different rates when we apply without giving any additional warning or information. We had planned and budgeted for the price range that we were given and NTS development kept the 153 dollars that we paid in application fees even after we explained exactly what happened. I am hoping to recover the money that j wasted at their expense. Other apartment complexes that I have toured and applied to told me that it was out of normal practice that applying to be on the waitlist did no lock in a set rate.

  Business response

  03/01/2022

  To whom it may concern:

  Thank you for bringing this misunderstanding to our attention.  In reading the complaint, I am not sure where the misunderstanding may have occurred as Mr. **** and Ms. ********* signed a waitlist agreement outlining the conditions of being on Waitlist.  More specifically, “by entering into this agreement with Lake Clearwater you acknowledge no rental pricing guarantee”.  NOTE:  A copy of  the Waitlist Agreement is attached for your records.

  Once assigned to a specific apartment home, the rental rate is locked in and the guest has 72 hours in which to cancel.  If cancelled, applicants are entitled to a full refund of the Security Deposit and the Reservation Fee.  The Application Fee, however, offsets our direct expense to third party providers for accessing credit reports and completing criminal background checks on each applicant.  If a Waitlist applicant cancels after this processing, there is no way to recover that expense as we have already received the requested information and paid the third party.  This is the case with regards to Mr. ****** request for a refund of the application fees and why that request was declined.

  Once Mr. **** and Ms. ********* cancelled their Waitlist position, a full refund of the Security Deposit and Reservation Fee ($200 / $200 = $400 refund) was issued and mailed to **** ***** ***** **** **** ***, ************* **  ****** per the Waitlist Agreement. NOTE:  A copy of the Move-Out Statement / Deposit Accounting is attached showing the Refund.

  In todays market, pricing changes occur almost daily with inventory based on a ‘supply and demand’ protocol.  There is not a lot of inventory in the rental sector which makes every available apartment increase in value / monthly rent.  It is the same with homes for purchase.  Most of those values have increased 30% or more and fluctuate frequently.

  With having explained, in full disclosure, the events in question, the team at Lake Clearwater performed as promised and within the perimeters of the Agreement signed by all parties.  However, in a gesture of good will and in good faith, we are willing to refund the $153.95 to Mr. **** and Ms. *********.  I will process that request before the end of the week and a check will be mailed on our next processing.

  Thank you for your assistance in this regard.

  Sincerely,

   

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

• Initial Complaint

  05/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a non renewal for lease from the grove at Swift creek nts ****** ******* the property manager. However all bills are paid and there is no damage. I truly feel this is a prejudice as well as conflict of interest. This office has not been honest to me about multiple things as well as truly just treats me with no respect. I’ve had emailed before to get things repaired and they never have. I’ve been locked out of my apartment before which maintenance did when they where doing a check up. And needed to get they wouldn’t let me in. ** ****** visited about 4-5 months ago for a short period of time and ****** was very rude and unpolite. She as well stated ** ****** put wet clothes on the floored and it leaked underneath to my neighbor what she doesn’t know is my friend and world for h vac he told me it was a pipe that we didn’t have control over which I have proof and the grove fixed it for him but lied to me and said it was ** ****** fault. I love my home and want to stay!

  Business response

  05/17/2021

  To whom it may concern:

   

  Mr. ***** ****** moved into the community in July of 2020.  During the duration of Mr. ******’ stay within the community he has been notified of several breaches of his Lease Agreement to include the following:  Multiple Trash Violations (for leaving trash and cat litter outside his door in the common breezeway); Multiple Notifications of Violations for an Undocumented Pet (needed to be added to the lease and pet fees paid or removed from the premises); Multiple Notifications of Violations for an Undocumented Guest (Unauthorized person lived in the premises for over a month.  Later found to be living in a storage area within the community and issued a Trespass Order.  Later determined to be Mr. ******’ mother.); Lease violation for a Noise Complaint. 

   

  In the complaint, Mr. ****** states that the Non-Renewal is based on “prejudice as well as conflict of interest”.  All documentation does not support either of those statements and shows that the on-site team was very responsive to all correspondence and any requests for maintenance from Mr. ******.

   

  However, Mr. ****** violated the lease on multiple occasions, was not responsive or timely to correspondence outlining corrective action needed and, as a result, we are choosing to not continue our business relationship.  With regards to work orders, Mr. ****** reported a total of four (4) work orders during the duration of his tenancy with us. Each was responded to within a timely manner and completion notes documented.  Any claim that repairs were not completed are false.

   

  We have responded to Mr. ****** with the utmost respect and regret that he felt the need to enter a complaint.  But, it is a complaint we do not feel has any validity or merit.  We understand that Mr. ****** is upset about our decision to Non-Renew, but we have remained fair and consistent in our practices and will continue to do so.

   

  Thank you for your time and consideration in this regard.

   

  Respectfully,

   

  ******* ** ******, CAPS, CAM

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

  ******************** | ***************

  Customer response

  05/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.  office said my car was illegally parked and told the county to tow it and I had to prove it was my car and when I confronted they lied and said they never made the accusation and denied to email me and I have proof from deputy and a sergeant and the email I sent that they lied and then denied action another time missing items of a packages delivered I report it and no response this is prejudice from the office as well I was sent a letter stating if I wasn’t out by July 12 th end of lease I would be evicted. Which is breaking the cares act law and monteroum law in va which was written and signed by the office. I do not feel **** ******* is in any way being rude or prejudice. Some  reported like the office stating I had a leaking room from clothes on floor which was a lie. It was so because of a pipe which my neighbor who is a h-vec will agree on my behalf. The office continues to ignore me and not take accountability and be in accurate I have all documents to back this as well as tenet and police testimonys. As well maintenance has done thing like locked me out and not let me back in. And try to word it as it’s not our fault you didn’t hVe keys. Yet they locked it and they didn’t let me back in. I will place imagines to back my statement. I would highly recommended the office and corporate send document to back the lease violations. all I did was leave trash out once. And had a noise complaint just because someone says there was noise doesn’t mean there was a below neighbor said they didn’t so how can so how can someone not under me apply a compliant this is beyond fabricated and just wrong on nts part. 

   

   

   

   

   

   

   

   

   

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