ComplaintsforThe Devonshire Apartments

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I locked myself out of my apartment yesterday morning at 5:00 am rushing trying to get to work for a multi company meeting. I had to use a neighbors phone wake her up at 5 am. I called the answering service from ******** phone. She said you have to pay a 50 lockout fee when they get there. I said l don’t have 50 bucks my rent is due and it’s almost 900 bucks a month. She put me on hold came back to the phone and said maintenance said he is on his way. When **** got here and I have been knowing our maintenance guys for over 14 years because I have lived in 2 of brown capitals properties. I said **** I don’t have it today but I can pay you on the 8th or 9th of September. He said just call the office and talk to them. I did that. *** went on and on about how people are not paying their lock out fees so they are blocking them from paying their rent. Last month you charged me a lock out fee of 50 bucks plus late fee of 10 % of my rent l paid you. It’s against the law for you to prevent a tenant from paying their rent and charge them 10% in late fees. You are making money off of the tenants plus evicting them if they don’t pay. If that is the case why did maintenance come and let them in after the office is closed when I/we tell them we don’t have the money before they come out. I had to pay almost $1,000.00 dollars last month. And they want me plus others to do this again. I plan to move when my lease is up. Utility’s are sky and l freeze in the winter plus drains are stopped up in the bathroom sink l have had to buy by plastic to keep the cold out and heat out in windows in summer and winter. But they continue to increase rent for their gains. What about the tenants?

  

  Business response

  09/02/2022

  Hello,
  
  Please see below response to complaint ********:
  
  The resident called a lock out after office hours on August 26th  and spoke to our offsite answering service.  The answering service dispatched maintenance. Attached is part of the lease agreement that states the lock out policy that the resident signed.  The lock out charge is $50 and payable to maintenance when they arrive.   Since the resident informed the answering service that she did not have the cash at the time we are accepting her lock out fee on September 8th.
  
  Last month the resident was locked out on July 7th.  Rent was late on July 6th. If rent is not paid by the 6th all delinquent accounts receive a 10% late fee.  The lock out fee is paid to maintenance and is not included with rent or late fees.
  
  Devonshire does not have any work orders submitted regarding her windows or drains.  I attached part of the lease that states the resident is responsible to notify the office of any service orders needed in their unit.  If the resident submits a work order to the office our maintenance team will take care of any repairs needed in the unit.
  
  Please let me know if you need any additional information. 
  
  Thank you,
  
  ******* ******
  Regional Director
  
  Brown Capital, LLLP

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