Complaints

This profile includes complaints for Grady Management Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grady Management Inc.

  8630 Fenton St Ste 625 Silver Spring, MD 20910-3804

  
• 

  Grady Management Inc.

  11430 Lockwood Dr Apt 104 Silver Spring, MD 20904-2651

  
• 

  Grady Management Inc.

  13720 Atlantis St Herndon, VA 20171-4146

  

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:09/14/2023

  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.

  Corporate has been extremely unresponsive in regards to a recent flood that occurred in my unit. On the evening of 8/30 (5 days into my lease), the tenant above flooded my unit. Maintenance stripped the carpet padding, and used a wet vac to suction all water. They left a fan in the bedroom to dry the carpet. Maintenance also removed a portion of the peeling paint/drywall that was damaged. I was informed that they would return the next day to check the carpet, and that I should hear from the leasing office in the morning.On 8/31, I contacted leasing, speaking with the Assistant Property Manager, ******* and was advised that she would chat with maintenance; no response. I visited the office, where the Property Manager, *******************, claimed to have no knowledge of what was going on, yet in the same breath, advised that repairs would begin on Tuesday, 9/5. I clearly communicated that replacing drywall does not fix damage behind the walls, which could potentially be hazardous for my daughter and I. The contractors attempted to repair the drywall on 9/5; however, management refused to replace the carpet, instead replacing the padding only. The same carpet that was potentially covered in wastewater from above. That is a complete hazard, unsanitary, and a breach of the warranty of habitability, per Virginia Code 55-225.3.Corporate refuses to discuss. Calls were made on 8/31, 9/1, 9/5, and 9/13, with vm left for ******* and ******. A letter was also emailed to corporate on 9/2. I spoke with ************************* twice, and was advised on 9/1 resend the 9/1 communication via email. I immediately complied, and received a confirmation. To date, no communication from corporate. To make matters worse, the Property Manager not once attempted to call or meet with me to assess damages and repairs. She has continued to avoid communication with me, but instead, both she and the Assistant Property Manager thought it would be best that the leave an unpaid rent notice in my door.

  

  Business Response

  Date: 09/29/2023

  Hello,
  On 8/30 the resident had a leak incident that happened at night and maintenance took the necessary steps to stop the leak and turn on the fans. Maintenance returned the next morning to check to make sure everything was drying properly. When the resident called the office, she was told that we needed to get an update from maintenance and we would give her a return call. The resident came to the office soon after, she was greeted and stated she wasn’t happy, when asked what was going on, she stated “You don’t know”. We are not always aware of what apartment a resident is in and once we asked, we realized what she was referring to. The resident was explained to that our contractors would be the next steps for the repairs and we also discussed how we would reach out to the upstairs neighbors to get their side of what happened. On 9/1 I called the resident and was unable to leave a voicemail I also sent an email. Due to the holiday weekend, the resident was informed that our contractors would be there the following Tuesday to start the repairs for her apartment. All repairs were completed and the resident never responded to my email or returned my call. All messages were sent to our corporate office and I reached out to the resident requesting an in-person meeting to which she declined. The resident requested We allow her to break her lease without penalty and as a customer service gesture, we are allowing her to break the lease without penalty.  Her move-in fees would not be returned due to her to her to which she agreed for both. We are just requesting the resident provide us with a 60-day notice. The resident has not paid her rent for the month of September, per policy, she was accessed a late fee and notice was placed on her door as we do to all residents. 

• Initial Complaint

  Date:07/14/2023

  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 received a 5 day quit paid everything Yet they breeched the contract but said I did Mold is the issue

  

  Business Response

  Date: 08/14/2023

  The resident received a 5 Day Pay or Quit Notice due to the account being past due for rent owed.  The account had not been paid into escrow at the courthouse at the time of the notice.  Since it has been paid into Escrow the resident has not been issued a 5 Day notice.  For the breach of lease - the resident gave a 60 Day notice to vacate.  The notice was accepted.  An extra 30–60-day extension was granted upon her request in writing.  The resident did not vacate.  The breach of lease is staying over tenancy (holdover).  This is when a tenant gives a 60 Day written notice to vacate, it is accepted, and does not vacate per the terms of the lease.  Claims of mold have been unfounded.  A professional test was conducted by the insurance company per the management company in Feb of 2023.  Multiple physical inspections over the past three years starting in 2020 via the management company, ***** City County, and ******** ***************** have found zero evidence of the claim.  

  

  Business Response

  Date: 08/14/2023

  The 5 Day Pay or Quit Notice was issued before the rent was paid into escrow.  Since payment has been made into the escrow account with the court there haven't been any notices issued.  The breach of lease for Staying Over the Terms of the Lease since notice was given by the resident.  We will diligently follow up on all concerns that you have with the apartment working within GMI practices while abiding by ***** City County and ******** ***************** habitability standards.

• Initial Complaint

  Date:07/10/2023

  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.

  My air conditioning unit has not worked for 15 days. Grady has made no effort to return my calls or answer messages left to them, stonewalled. I'm 74 years old with several heart issues and they refuse to talk to me. There are several vacant apt units, I asked them to take the part needed to fix mine from a vacant unit. They ignored my request. They lack any caring, compassion or empathy toward me. I will call them gutless and cowards for not returning any of my attempts to discuss what is going on. They knew exactly what was broken and needed to be fixed on June 26 th and they have done NOTHING to repair it. I pay a very high rent for a senior citizen and deserve better treatment. If they can't fix it, they should put me and my wife up in air conditioned motel room until it is repaired.

  

  Business Response

  Date: 07/18/2023

  Hello To Whom It May Concern:
  

  The compressor needed was ordered timely, but it has been difficult to get parts recently. We asked the resident to have 2 AC portables and he only accepted 1, we offered a second unit again and resident turned it down while we were waiting for the compressor. The compressor was changed on July 14th. The contractor installed it same day it arrived. We let the resident know as well. This issue has been resolved. 

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

  Customer Answer

  Date: 07/19/2023

  [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:  They had every opportunity to take a compressor from a vacant unit and repair mine.  There were several vacant units that are still vacant.  Instead of 18 days without AC, it should have been 7 days.  The small portable AC unit is extremely loud and only covers 200 sq ft of apartment.  A second unit would have made it 400 out of a 1,050 sq ft apartment.  This doesn't even cover 1/2 of apartment.  When portable unit ran you could not talk to anyone or hear TV it was so LOUD.  It gave my wife headaches it was so LOUD. I should be compensated for them not having a full apartment AC for 18 days.  This all could have been avoided had they taken one from a vacant unit and fix mine as I had suggested to them.  Instead, they chose to make us miserable for 18 days.  Regards,
  
  ***************************
  

• Initial Complaint

  Date:06/23/2023

  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.

  On 4/4/2022 at 1757 hours, the Community manager of the ****** ** ***** ****** Apartments provided the tenant, ******* ** ****** (**), A DO NOT TOW message for my vehicle that would be in effect until 4/4/2025. However, the message listed my temporary tags and *** ******** told me when I received my permanet license plates and registration to bring them to the leasing office and my information tags/registration would be updated in the system. I watched him make copies of this information, and took him as a man of his word. Evidently, he did as he said because my vehicle was not towed for 16 months, but it was towed 6/22/2023 at 2206 hours for no parking permit. My vehicle did not have a permit because *** ******** said, ] I would not need a permit and any tow driver would be able to view the DO NOT TOW designation-This worked for 16 months. On 6/23/2023, I went to drive my vehicle but it was missing, and I learned from the ***** ****** Police Department that it had been towed for no parking permit. Hence, I ordered an **** that cost $22.97 to drive me to *** Towing Recovery, and I had to pay $180 to recover my vehicle. Once obtaining my vehicle, I went to the leasing office to discuss the matter with ** *** ********, and he denied that I brought my updated license plates and registration to his office, but as mentioned earlier, my vehicle was not towed for 16 months because the information was in the system. I was charged $25 for a parking permit of which I requested back in April of 2022 but *** ******** said I would not need one because I would be on the DO NOT TOW LIst.

  

  Business Response

  Date: 07/21/2023

  The residents, ****************, purchased his current vehicle on 3/18/22 (**** ***** *******).  This vehicle replaced the previous car he sold, ******** **** **** (Permanent parking permit #***).  Residents can transfer permanent parking permits to new vehicles.  However, they must provide the new vehicle information to be updated in our vehicle log.  The resident stated that he lost his parking permit and could not retrieve it from the previous vehicle.  

  As a courtesy on 4/4/22, ****************** vehicle was placed on the NO TOW list by the community manager, in the tow company’s online system with the vehicle’s temporary tags.  The “no tow” was issued as a courtesy until the resident could obtain a replacement parking permit for the one his lost.  It was discussed that this process would not take more then 30 -90 days. 

  Between April 2022 and June 22, 2023, the resident never attempted to pay the replacement parking permit cost ($25) and provide the new vehicle information.  Because the new vehicle permanent tags were different from what was in the tow company's online record, the vehicle was towed as a result.  

  On 6/23/23, after retrieving his vehicle from the tow company, the tenant stopped by the Leasing office.   **************** paid the parking permit replacement cost and provided his new vehicle information and received a new permit (#****).  The no tow was cancelled the same day in the tow company's online system.  

  Customer Answer

  Date: 07/24/2023

  [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:
    First, I still own the ******** ***** I replaced a 2002 **** ***** ********. I requested a parking permit for the new vehicle and was more than willing to pay the $25. I was told no need by the community manager and he would place the new vehicle on the No Tow list, and to bring my new registration with the permanent tags once I received it. Upon bringing the new registration to the office I asked for a new parking permit and I was told I did not need it because I was on the No Tow List.  As stated in my original complaint, my vehicle was not towed for 15 months my new permanent tags were on my vehicle. 
  

  When my car was towed and I inquired of the towing company and I told them my vehicle was on the “No tow” list I was informed they checked the list and my vehicle was not listed. Obviously, there is truth to my account because my vehicle HAD NOT been towed in 15 months . When inquiring of the community paper he said I never submitted my permanent tag information, and this was obviously not true because my vehicle would have been towed 15 months ago since I replaced the temporary tags.

  I wish this company would do the honorable gesture and reimburse the towing and **** fee.
  

  Regards,

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

  

  Business Response

  Date: 08/08/2023

  We are writing to respond to the follow-up complaint to the BBB regarding the towing of your vehicle.  We regret any inconvenience this may have caused you, but we maintain that the towing was justified and in accordance with our parking policy.

  As a resident of our property, you are expected to comply with the parking policy, which requires you to have a valid parking permit,vehicle registration, and safety inspection sticker. You are also responsible for updating your vehicle information and paying the replacement fee if you lose your permit or change your vehicle.

  We have records that show that you have owned several vehicles while residing on our property, and that you have repeatedly violated the parking policy with each of them. You have been towed several times for having expired license plates or safety inspection stickers, which indicates a pattern of neglect on your part. Below is a list of past towing records for your vehicles (A-1 tow report):

  - 9/22/2019: Your **** ***** ******** (old) was towed due to an expired license plate.
  - 2/4/2020: ****************** **** was towed due to an expired license plate.
  - 2/24/2020: ****************** **** was again towed due to an expired license plate.
  - 8/29/2021: Your **** ***** ******** (old) was again towed due to an expired safety inspection sticker.
  - 6/22/2023: Your **** ***** ******** (new) was towed because the vehicle tag did not match the temporary tag entered for the no tow.

  The most recent towing incident occurred on 6/22/23, when your new **** ***** ******** (2017) was towed because the vehicle tag did not match the temporary tag entered for the no tow. You had previously informed our office that you no longer had your ************* **** or the permit (#***)associated with it. You were given a grace period to get your new vehicle registration and pay the replacement fee ($25) for a new permit, but you failed to do so.

  Therefore, we do not owe you any reimbursement for the towing charge or the Uber ride, as you were fully aware of the parking policy and the consequences of violating it.  We have a reputation as a fair and professional company,and we uphold it by enforcing our rules consistently and transparently.

  We hope this clarifies the situation and resolves your complaint. 

  

  Business Response

  Date: 08/10/2023

  We are writing to respond to the follow-up complaint to the BBB regarding the towing of your vehicle.  We regret any inconvenience this may have caused you, but we maintain that the towing was justified and in accordance with our parking policy.
  
  As a resident of our property, you are expected to comply with the parking policy, which requires you to have a valid parking permit, vehicle registration, and safety inspection sticker. You are also responsible for updating your vehicle information and paying the replacement fee if you lose your permit or change your vehicle.
  
  We have records that show that you have owned several vehicles while residing on our property, and that you have repeatedly violated the parking policy with each of them. You have been towed several times for having expired license plates or safety inspection stickers, which indicates a pattern of neglect on your part. Below is a list of past towing records for your vehicles (A-1 tow report):
  
  - 9/22/2019: Your **** ***** ******** (old) was towed due to an expired license plate.
  - 2/4/2020: ****************** **** was towed due to an expired license plate.
  - 2/24/2020: ****************** **** was again towed due to an expired license plate.
  - 8/29/2021: Your **** ***** ******** (old) was again towed due to an expired safety inspection sticker.
  - 6/22/2023: Your **** ***** ******** (new) was towed because the vehicle tag did not match the temporary tag entered for the no tow.
  
  The most recent towing incident occurred on 6/22/23, when your new **** ***** ******** (2017) was towed because the vehicle tag did not match the temporary tag entered for the no tow. You had previously informed our office that you no longer had your ************* **** or the permit (#***) associated with it. You were given a grace period to get your new vehicle registration and pay the replacement fee ($25) for a new permit, but you failed to do so.
  
  Therefore, we do not owe you any reimbursement for the towing charge or the **** ride, as you were fully aware of the parking policy and the consequences of violating it.  We have a reputation as a fair and professional company, and we uphold it by enforcing our rules consistently and transparently.
  
  We hope this clarifies the situation and resolves your complaint. 

• Initial Complaint

  Date:06/01/2023

  Type:Product 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 been a resident at The ********** Apartments located in Alexandria, VA from 1/2022 to 4/2023. I paid my rent on time each month and was never late. Upon moving out, I received an excessive final bill with charges that could not be explained by the Property Manager, ***** ********. I have made several call and personally visited the management office onsite as well as Grady Management in Silver Spring, Maryland with no recourse. It has been past 45 days and my final bill has not been rectified. I have no choice but to file a complaint with the Better Business Bureau (BBB). I am hoping BBB can advocate on my behalf and assist with resolving this issues. Please contact me at the email address provided or call me directly, if you have any questions. I am trying to rectify this situation before this adverse action is placed on my credit report. Thank you.

  

  Business Response

  Date: 06/07/2023

  Hello Dear Better Business Bureau,

  Please see the attached revised final account statement for ********************* without any extra move out charges other than just utilities and a portion of the rent not paid before move out. When a resident moves into our apartment community, about 3 months take place before utility charges begin to be billed to the resident's ledger. Our utilities are always a few months behind, that's the set up and we let resident know about it.  This was the case with *****. When you move out, our system generates the prorated utility charges that haven't been charged to her account. There was a late fee charge and a $25 renter's insurance fee that have been removed from the final account statement. The remaining charges are purely utilities and a small portion of rent. Thank you so much for the opportunity to clarify. I am also attaching a copy of her ledger for review. 

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

  Customer Answer

  Date: 06/28/2023

  [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:

  From: ***** ***** <*********@*****.com>
  Date: Tue, Jun 27, 2023 at 10:03 PM
  Subject: Re: Complaint #********
  To: ***** ****** <*******@mybbb.org>
  
  Hi  *****,
  
  Can you add and thank you for youe help.
  
  I unserstand that you will be removing the $25.00 for the admin fee but you never addressed why are you charging me $168.74 for rent. I have paid my rent in FULL on April 3rd, 2023 in a cashier's check in the amount of 1100.66. There should not be a late charge nor you shouldn't be charging me extra for rent without an justification. I have attached my bank statement, it shows you the cashier's check, the finial move out statement from Jordan Dubois the property manger that use to work for your company and BBB reponse back from your company stating that you guys will be removing the $25.00. I an requesting that you take a look at these documents and it will clear everthing up and you will see that you need to remove the $168.74 for rent. 
  
  Please advise!
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/05/2023

  Good
  morning *****,
  
  We
  wanted to inform you that we have received the documents you attached and
  re-evaluated your account. We have decided to remove the rental charge of
  $168.74. Please take a look at the final account statement attached for your
  reference. Thank you for your patience and cooperation during the review
  process.
  
  Best,
  
  ***** ********
  Community
  Manager
  Phone ************
  Web www.***************.com
  Email **************@gradymgt.com
  **** **** **,
  Alexandria, VA *****
  

• Initial Complaint

  Date:02/03/2023

  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.

  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

  Date: 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

  Date:01/30/2023

  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.

  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

  Date: 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

  Date:11/07/2022

  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 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

  Date: 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

  Date:11/01/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date:10/28/2022

  Type:Billing 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 *************** (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

  Date: 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