ComplaintsforGrady Management Inc.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Increasing water and sewage bill since September 2022. Last 5 months, charges have increased substantially by $20 to 30 dollars each charge. It is currently at $81.95. Started out at less than $20 each charge. The lease agreement states it would not be more than 10-15 dollars each month. The property I live at is now charging random fees each month and will not respond to my calls. I have reached out several times to the leasing office directly and Grady management corporate office. They have even told other residents not to contact the office anymore regarding this issue. How sad and unprofessional.

  

  Business response

  03/20/2023

  In reviewing the ledger that the resident provided, the September 2022 bill only covered 20 days of water use vs. 30+ days as the preceding bills are based off of.  The bill that covers the period 11/23/2022-12/29/2023 was slightly higher due to a water main break.  This was taken into consideration and a credit was given to the resident of *************** on 3/1/2023 to off set the higher charge.

  Please let me know if you have any additional questions.  Thank you.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We rented from this company while my son was in graduate school at the University of ********. Upon graduating he was offered a job in Kansas. We notified ****************** that we would be moving in 60 days as the lease says. After moving Grady Management sent us a bill stating that we owe the $3000.00. Grady Management took our security deposit. They violated the lease, which makes the ease null and void. I am entitled to my deposit and this claim they have in a collection agency needs to be dropped.. This company needs to learn the real estate laws. When did Grady management take over my lease from *** ******** that is who I rented from.

  

  Business response

  03/01/2023

  Hello Dear BBB,

  We are replying to this complaint from ***********************, attached is the lease he signed. His lease expires January 9th, 2023. We received his notice to vacate on July 7th, 2022 that he would be vacating sometime in August 2022. We did communicate there that this is a premature lease termination and penalty fees apply. We also shared a copy of his lease with the reference to premature lease termination showing that he is required to give a 60 day notice plus pay a termination fee equivalent to 2 month's rent. He didn't an exact 60 days notice to vacate, and on his move out date we were still within his lease terms, so the termination fees applied. 

  Thank you so much

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

  Regional Property Manager

  Tell us why here...

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at ************** Apt since 2013 and previously from 2009-2012. Feel free to speak with Grady to verify my statements. You have my permission to get all the information needed to assist me. In short, my apt does not hold heat well so I must turn on my heat even during the summer. But, when the heat is on, I am never cold even if it is a snowstorm outside. However, since Jan 2022, my heat is not as hot as before. There is heat but not as hot as before. The apt sent 4 techs who were wearing their winter coats at the visit and came during the day when the Sun was out to view the HVAC and all concluded the heat is fine. I disagreed and informed them that the heat used to be hotter and that I am cold during the late nights and early mornings. I am requesting that I be allowed to get my own third party ******* certified tech at my own expense to view my HVAC unit. I am willing to have a Grady tech be present when my third party tech is there. However, that request was denied. The techs say the reason for the change is because I live on the lower level, hot air rises, heat is not uniform, the Sun is down, I sleep on the floor, I sleep in the living room, I sleep in my underwear, and my ***** thermostat. However, all those things have been true since 2013. I believe I should be allowed to get my own tech under the watchful guidance of theirs. Several of their tech live on the property. I believe that they should compare and contrast my heat with theirs. I also believe that the tech should come to my apt during the early morning and late nights. I am freezing cold at nights and very uncomfortable and frustrated. I know 4 tech said everything is fine but I have lived here for 9yrs and now it is not. Things can become defective. I just want my heat to be fixed so I won't be cold. I have offered to pay for it. But for some reason, they do not want to fix it. I do not hate Grady. I love living here. But, I am very cold at nights. Thanks.

  

  Business response

  11/22/2022

  Hello ****************, 

  Thank you for your email. I am sorry to hear that you still have this ongoing heat issue. As you are aware, we have our teams inspecting and making all the required adjustments to your HVAC system. After our recent meeting last week, I am confident that we will remedy this issue very soon. In the meantime, please do not hesitate to contact me. 

  Thank you

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to view an apartment in September 2022 (****************************). I walked into the leasing office building for my appointment. I expressed what I was looking for. He handed me a key fob and a price list of the various apartments to view. It was not a guided tour by the apartment representative. I was instructed to view them on my own. Fast forward I called him back to indicate that the special price for the apartment was not the price listed on the website. He said he could fix it and to apply. He said he would call me back and did not. He informed me about the $50 application fee and also $300 hold fee for the apartment as well. Thereafter, due to life altering circumstances I no longer needed the apartment. I was not concerned about the $50.00 application fee but wanted a refund of the $300.00 hold fee. I called the apartment representative to inform him. He expressed it was not refundable and said it was specified on the sheet provide to me when I viewed the apartment in September. I respond no it does not. It listed the prices for the apartments, amenity fee, security fee and hold fee. It did not specify that the hold fee was non refundable. Nor did the apartment representative make mention of it. I asked to speak to the manager on site. He put me on hold as he himself checked with the manager. He claimed his Manager sided with him. I have called the management company twice. I left two messages for the the regional manager. It has been a week and a half and still no response. I went online to research if any other previous applicants had the same experience. What I discovered was I was not the only one who experienced this.

  

  Business response

  11/18/2022

  Good afternoon, 

  After reviewing the guest card information, I was able to confirm ****************** was offered a guided or self-guided tour and the self-guided tour options was accepted. In regard to the $300 hold fee, when completing the online application, it is stated that the applicant has 24 hours to cancel the application otherwise the hold fee is non-refundable. ****************** was contacted informing her of her application approval and lease sent to her.  She responded back to the office confirm she would be moving forward with the lease.  It was not until 48 hours prior to the lease start date that she would no longer be moving forward with the lease.  The onsite team advised her that because it was well beyond 24 hours since her application approval that the $300 hold fee is now non-refundable.  ******************, then made a comment to the onsite team and hung up. 

  Despite the clearly written policy in regard to the hold fee and the lack of communication from ****************** as a customer service gesture we will refund the $300 hold fee.  However, the application process and fee has taken place therefore the $50 application fee will not be refunded.

  Thank you, 

  Jacki M*******

  Customer response

  11/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I informed agent the apartment was  not the correct price of the special. He said to apply anyway. He said he would get back to me once apartment rate was fixed and never did. It is a lie they contacted me at all. They never made any effort in contacting me. I was the one who contact them. There was no mention of a time frame of which to get $300 refunded. I made several calls to the management company and she never responded. Reading the reviews on the apartment they have done this to other applicants. 

  Regards,
  
  ** *********************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of *************** (a Grady Management Property) 9/30/2022. I turned in a cashier's check for the total amount left on the account that same day so our balances would be cleared out. On 10/11/2022, There was a final account summary sent to us stating that we owe $423.00 and our account was moved to Grady Management's Central Billing. On 10/01/2022 our account was charged rent ($2040) for October although we no longer live there. There was a move-out credit applied for $1972.00. There was a remaining balance of $68 on our account because of that error. Additionally, there were damages coming up to the total of $355.00. However, there was no security deposit applied to the statement. in 2020, When I moved, we had to buy a DepositIQ security bond for the security deposit. The bond # is ******. I called Central Billing on 10/17/2022 and was told to send an email stating why I disputed the amount. I sent the email that same day (attached to this complaint). I called to follow up on 10/20 and was told to wait until 10/24. I called 10/28 since I had not heard anything and was told by ******* that there was no update and they couldn't do anything about the apartment not responding to their email sent 10/18 but regardless the charges could be sent to collections in 2 weeks. I was told I could call **** to push them to respond. I called ********************* Assistant property manager for Lync 10/28 and she told me she hadn't received anything. I called back Central Billing and **** told me that they couldn't tell who the email was sent to, they couldn't just resend it to Bria even though I was given her email address and was told that **** had to call them and tell them it wasn't received. There is a clock running down on this incorrect bill being sent to collections and I am not getting a straightforward response from anyone. Everyone is saying it's out of their hands and it's relying on an email that was either not sent or not opened & no one is doing anything about it

  

  Business response

  11/11/2022

  Good Morning **************, 

  Thank you for your email and I am so sorry about the miscommunication with our office. Please rest assured that we will remedy this issue. After reviewing your account, we made the adjustments that were required. We have emailed you all the information and sent you the updated FAS report. If you have any additional questions or need assistance, please do not hesitate to contact us at *********************@gradymgt.com.. Thank you

  Grady Management

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/25/2022, I e-mailed a "Lease Non-Renewal Notice" to ***** ****'s Community Manager, included my spouse (who is also co-lease holder) in the e-mail, which was a form signed by both lease holders and explaining move out date, where to mail return of security deposit, etc. On 6/27, Community Manager replied, included my spouse and the Assistant Community Manager indicating that "we have received your move out notice." That same day, Assistant Community Manager replied to come by the office and fill out a "60-day notice form." She excluded co-lease holder on this e-mail. On 7/31, my spouse e-mails Community Manager and Asst. Community regarding no notification of next steps in move out process. On 8/1, I go to leasing office and Asst. Community Manager indicates that 60-day notice is invalid due to both lease holders did not come to the office to fill out a "60-day notice form." I am notified that "due to not filling out 60-day notice form" my spouse and I must pay a penalty of an additional month ($1,488.00). This penalty is despite that per what the Virginia Lease agreement we signed, it states, "Tenant agrees to give Landlord Sixty (60) days written notice of Tenant's intention to vacate at the expiration of the term." We provided "written notice" which was signed by my spouse and I. Nowhere in that lease agreement does it say anything about a form. And despite that the request for a "60-day notice form" was not sent to both people on the lease. The office is currently running on low capacity due to COVID-19 and they did not e-mail us the form nor have they responded to any followup e-mails. ***** **** Apartments' Community Manager, Assistant Community Manager, and Grady Management have not tried to resolve the problem. We are asking for the removal of the $1,488 charge and return of security deposit, thus the validation of 67-day "written notice of Tenant's intention to vacate at the expiration of the lease term" signed by both lean holders.

  

  Business response

  08/17/2022

  Good afternoon

  This matter was resolved.  It was explained to the resident that there was an error on behalf of the management office and that the notice provided was sufficient. There will be no charges asses to teh resident, unless there is found to be damage to the apartment upon their termination of tenancy.

  Please let me know if there is anything else you require.

  Regards,

  James R**********

  Regional Property Manager

• Initial Complaint

  07/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Dear Sir or Madam: I am writing this letter regarding a service I received from ***********************.Breaching of lease terms and rental policies I paid about$10,000.00 for this service. Payment was made by money orders throughout my stay there. I contacted the following managers and explained that the service was unsatisfactory.*************************: 09/30/2021 - 10/19/21 - 10/20/21 ****** Corner: 12/14/21 - 01/11/22 - 01/27/22 -02/02/22 ***************************, 04/25/22 - 05/03/22 - 06/01/22 - 06/13/22 -06/17/22 ********************************* 04/25/22 I communicated to the parties mentioned that I was having issues with the downstairs neighbor who had been hitting her ceiling which is my floor since the second day I moved into that apartment. On 10/19/22 that neighbor ( **********) started hitting the ceiling at about 1 am for hours on end, she then proceeded to come up to my apartment at 6 am, drunk , cussed out my son and wanted to physically fight me until a neighbor intervened and took her downstairs. She claimed that I was letting my son run about in the apartment all night. I went to called the police and obtained the following incident number: ********** from officer **************** ID# ****, I explained the situation and the threat made to my person. I was advised to go to court and obtain a peace order that could then be enforced should she decide to come to my door again.I went to court and was granted protective peace order# ***************, we had a court hearing where she denied everything but the judge agreed that she was still harassing me by moved to dismiss the case because he believed she come threaten me again.That individual was smoking weed day in and day out inside the apartment and the smell would slip through mine and my child's room. I my lease agreement with *********************** ( Grady Management) It is stated that this is a non-smoking community. I informed management of that issue and to this due I am very unsure of what was done n regards to that because

  

  Business response

  08/04/2022

  Hello,
  
  This reply is a response to complaint ID: ********
  We are in receipt of your complaint. We have reviewed your documentation you provided and compared it with ours as well. We are taking your complaint seriously.  As you mentioned in your complaint, there have been several community managers at ******** during your residency with us. All previous managers addressed the complaint with the involved parties. With our most current community and regional we addressed your concerns in several ways. You came to the community asking for a transfer. See attachments. We offered you multiple options and you chose to move out. Per our policy, stated in our lease, we require a 60 day notice which you didn't comply with.  There were other charges that were incurred to your apartment due to the condition you left it upon moving out (see the pictures attached).  As an extended courtesy and as sign of good faith we can reduce the move out charges in half by 50%. I attempted to attach the pictures but the website is not letting me attach them. Please let me know which other way I can send you the pictures. 
  
  Esteban D************

  

  Business response

  09/12/2022

  From: *************************** <*********************@gradymgt.com>
  Date: Mon, Sep 12, 2022 at 9:13 AM
  Subject: Complaint # ********
  To: ************@mybbb.org <*******@mybbb.org>
  Cc: ********************************* <***************************************************************>
  
  Good morning ****************,
  
  At this time, we would like to drop all charges on the final account statement. Please confirm that our response was relayed to the complainant so we can advise our accounting dept to proceed with removal of charges.
  
  Thank you,
  
  Carla M*************, CPO
  
  Community Manager
  
  ***********************
  
  **** ****************************
  
  Gaithersburg, MD *****
  
  ************ Office
  
  ************ Fax
  
  ********************@gradymgt.com

  Customer response

  09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************************
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a resident at **************** for more than 2 years. On Jun12 i moved out of the apartment, i was later sent a final account summary which was very high and when contacted about it for details told to payup or face collection agent. Some of charges for example notice to vacate are duplicates and already paid. I requested to understand the process to dispute the charges and was not provided the info. I need to understand the process to dispute the charge and who will be doing the arbitration.Example rent amount already paid until Jun 30 however the final summary has charge from jun 13.

  

  Business response

  08/03/2022

  Hello,
  
  Thank you for reaching out, in response to this residents compliant, the notice to vacate that they submitted was for a move out date of July 17, 2022.  The date met the leases required 60-day notice to vacate.  It was explained to the resident that they will be financially responsible for the unit until July 17, 2022, even if they decided to turn keys in to management prior to this date.
  
  The resident did pay their entire rent for the month of June.  Then, they returned keys on June 12,2022.  It was explained again that they would still be financially responsible until July 17th per their lease agreement.  Upon moving them out of our system on June 12, 2022.  The system automatically adjusts the ledger to credit the account for June 13 June 30,2022.  Management then had to manually post a NTV Fee for June 13 July 17, 2022, to access the remainder of their financial responsibility.  This then allowed the system to essential repost the credit for June 13 30, 2022 back to the residents ledger. They were not double charged for June.  In addition, they were charged for the remaining days of their agreement (July 1 17, 2022). 
  
  In regard to the damage charges, upon moving out there were damages made to the apartment that were beyond normal wear and tear which is explained to the resident by providing them with their final account statement along with invoices and pictures of how the apartment was left. It is also stated in the lease that the Tenants shall be liable for the cost of the repairs/replacements to the leased premises and the fixtures and appliances belonging thereto when they have been damaged by Tenant or misuse or neglect of Tenant.
  
  Within five days of moving out the resident was provided with their final account statements which clearly outline (via itemized line items) what each charge pertained too.  Thereafter, each time the resident has reached out regarding their FAS (final account statement), management has responded either verbally or via email, answering all questions and providing documents requested.
  
  Should there be any other questions please feel free to reach out to myself (*************@gradymgt.com) or the Community Manager, Carrissa L*** (*********@gradymgt.com).   
  
  Thank you, 
  Jacki M**** 

  Regional Property Manager

  Grady Management Inc.

  Customer response

  10/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The information provided is absolutely false 

  Cabinet : You made a decision to replace a section or whole of the cabinet without informing me. The only problem with the cabinet was a piece of mica, and i am being made liable for a bill of $2000. There was a pre-checkout inspection done and no damages were reported. This is just another attempt at swindling money. You can work with any contractor you want and that is not my concern, please do not ask me to pay for this. 

  Trash: As i have asked for more than once now, please provide the transport receipt for removal of the couch. 
  

  Painting : I am not sure why you are refusing to provide the details i requested. As per the agreement, you will be performing one layer of painting after i vacate. You have claimed that there was a need for additional layer of painting. Please provide picture that were taken after the 1st layer of painting to prove there was a need for 2nd coat of paint. If you don't stop to take picture, do you expect me to take your word for it ? 

  NTV: We are going in circles on this one. 
  1) The notice to vacate was given via email on 12May, you did not put it in the system until 18thMay which is entirely your fault. 
  2) I vacated the property on 12thJune, paid the full rent for June. You rented out the property to someone else and while charging me the rent of the property until Jul 17. Charging 2 different people rent for the same duration is not just greed but illegal. 
  3) I have email from your team that says the number in the final summary are wrong. Please check your email from Carrisa. The amount quoted by your own team is 400 less than what was charged to me in the final summary!.  You and your team have tied all sorts of combination but have till now refused to give me the how 17 day of July is 1600 when the monthly rent is 2272 (even if you consider charges until July 17). This is basic math, please take a calculator and type out the values for yourselves. 

  Regards,

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

  

  Business response

  11/01/2022

  Hello, please find our response to your concerns below.
  
  Cabinets: Per our policy, and ownership, we can only contract certain companies and job cannot be done by just anyone. The company Grady uses is ********* and when replacing cabinets, it cannot be done in pieces, it has to be replaced in sections. Again, the damage was done beyond normal wear and tear. When completing the pre-move out, there was no discussion had regarding damages only if you can get out of the lease without penalty. Charges stand.

  Trash: Per the last email, we have provided the picture of the couch that was left in the apartment along with the invoice to remove the couch.
  Painting: There is no agreement that we perform only one layer of paint. It is stated that we paint when a resident moves out, at times when resident leave the walls beyond normal and tear it requires multiple coats of paint. There are no contractors that paint one coat of paint and stop to take a photo, these are professional painters who stated the unit needed an additional coat of paint. Please see your attached FAS for photos of how you left the apartment.

  NTV: Again, the resident did pay their entire rent for the month of June.  Then, they returned keys on June 12, 2022.  At the time of returning the apartment keys it was explained again that they would still be financially responsible until July 17th per their lease agreement.  Upon moving them out of our system on June 12, 2022.  The system automatically adjusts the ledger to credit the account for June 13 – June 30, 2022.  Management then had to manually post a NTV Fee for June 13 – July 17, 2022, to access the remainder of their financial responsibility.  This then allowed the system to essentially “repost” the credit for June 13 – 30, 2022 back to the resident’s ledger. They were not double charged for June.  They however were charged for the remaining days of their agreement (July 1 – 17, 2022).  Please see the attached email thread that confirms the notice to vacate and paying the lease break fee. You reached out on May 18th but our conversation was not finalized until June 12th which was my correct date to process. All the charges are correct and stand.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roommate and I recently moved out of *** at ****** **** in Falls Church, VA. We broke the lease early. My roommate and I were in constant communication with the manager, ****** ******, who informed us that the only payments we needed to submit upon terminating the lease were a) 1 month's rent b) early termination fee, which consisted of another month's rent. About a week later we received an account receipt that reiterated that we need to pay the early termination fee, despite the fact that we have already paid it. I have called the office at *** @ ****** **** three times, I have called the payment collection agency, *** *****, twice, to no avail. I have emailed ****** ******, but he has all but ghosted us. I have also been speaking with Jordan D*****, but she takes upwards of two weeks to respond, and doesn't seem to know anything about the situation. She just redirects me to other numbers. I really want this to be resolved, I think we are being unfairly charged, due to our communication with ****** ******, but he won't respond to any emails. Moreover, it is worth noting that Grady Management took our security deposit. In our final contract, there was nothing pertaining to them having the rights to siphon our security deposit, despite the lease break.

  

  Business response

  06/04/2022

  Good afternoon, as specified via phone calls and written communication to ***********************, ************************* is the former Community Manager at ************************ and is no longer with the company, which is why he has not responded back to **** ******.  However, Jordan D***** is the Assistant Community Manger and has been relaying information back and forth to ***********************.  

  Based on the records we have a notice to terminate lease was received on 3/30/22.  The notice specified that the residents were submitting their 60-day notice to vacate and were also aware they are responsible for a one-month lease break.  Per the lease agreement, should 9 months of a lease be completed by the date of a lease break; 60-day notice to vacate and 1 month lease break fee is required rather than 60-day notice to vacate and 2-month lease break fee.

  In reviewing the lease termination notice it was noted by management that the notice does state the resident is submitting a 60-day notice to vacate.  In addition, the notice also stated that the resident would be physically vacating the unit by no later than 4/30/22.  Despite the residents vacate date, per the lease agreement they are financial responsible for the full 60-day notice plus the lease break fee. The residents at the time did indeed pay full rent for the month of April 2022 and the one-month lease break fee.  However, they remain financially responsible for the remaining 29 days of the 60-day notice from May 1-29.  For this reason, the Notice to Vacate fee for 29 days of prorated rent has been accessed the ***********************, final account statement.

  The termination of lease/60-day notice letter from the resident and the section within the lease outlining the early lease termination agreement has been attached.  If any further questions or more clarity is required, please feel free to reach out to me at ************ or by email at *****************@gradymgt.com.

  Sincerely,
  *********************
  Regional Property Manager

  Customer response

  06/11/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have lived here for over 17 years and the management just keeps getting worse and worse. They paint over mold, they ignore their mice problem, dont care about the roaches and they claim that you should only shower with hot water for 5 minutes. This is all terrible but my main issue with them is the manager and the assistant manager, they have lost my yearly contract 4 times just this year. The first time I turned it in an employee helped me send it to them and confirmed it had been arrived, signed, and pending the managers signature. I continued to get charged extra rent for not turning in my contract and went to talk to them about it but the assistant manager yelled and told me it was my fault. I just wanted the problem over with so I redid it and again, was confirmed to have arrived and pending the manager. This happened 4 times now and each time I try to reach out the manager (emails, letters, phone calls) I am met with hostility and yelling. To this day theyre still claiming that I never turned in my contract and continue to charge me extra. I just dont understand how they can act this way with all of the tenants and still have a job? They have been helpful for a grand total of 0 problems because they dont care to actually listen to tenants.(I am speaking about the ************** apartments property and employees)

  

  Business response

  05/10/2022

  Good afternoon,

  I will be happy to talk to ***************** and resolve any concerns she has regarding her lease agreement, charges and any other issues that she has at **************.  I can be reached at ************.

   

  Regards,

   

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

  Regional Property Manager

*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. ↩