ComplaintsforEntrust Property Solutions, LLC

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  - I have been a tenant of Entrust Property Solutions since 2020.- I am a person with a disability.- My apartment recently flooded, and the company wasnt able to identify the source; it could happen again.- *********** did not help me remove the water from my apartment.- I have submitted a reasonable accommodation request to terminate my lease early and without penalty, and have been denied.- *********** is also claiming they have no record of me ever making the security deposit, despite my having proof that I did.

  

  Business response

  11/20/2023

  This has been handled as follows:
  
  There was a leak reported on 10/13- We responded with maintenance, plumbing vendor, and restoration company to dry out.  Response was sent within 30 mins of the emergency call.  Water seemed to be coming into their unit from the hallway, the Vendor found no source for the leak after thorough investigation.  No further leaking has occurred. Towels were immediately used dry the area to prevent damage to the property and to their belongings. A second professional was brought in to confirm that there is no active leak.  After some time,  a third professional also determined that there is no leak.  
  
  The resident requested a reasonable accommodation due to a disability. 
  
  She provided a doctors note from 2020 stating that she has "certain limitations" due to a mood disorder that qualifies her as a disabled person.  She requested to be let out of her lease at no cost, due to the anxiety caused by the possibility that another leak may occur in her unit.  
  
  We do take her concerns extremely seriously, and are happy to work with her to reach a reasonable solution within the requirements Fair Housing and Americans with Disabilities Act.  
  
  The accommodation request was not immediately approved due to the age of the documentation (over 3 years old) and the fact that that it doesnt specify that she cannot live in her apartment due to her medical attention.  
  
  The lease agreement offers an option for early termination, and we offered a 50% reduction of the fee for the option of terminating her lease early.  
  
  We are still working with the resident to ensure that we are doing everything in our power to accommodate her disability.   

   

  We are aware of her paying a security deposit and have let her know this information.  

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while Im not satisfied with their response I would like to have it closed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My partner has lived at ******** ***** **********, managed by Entrust, for over a year. I recently joined his lease. The most recent issue: we went to pay rent on June 30 and noticed we’ve accrued roughly $80 in late fees, when we paid our rent on time (and always have). Upon calling the leasing office, with no answer, I went in person. They were not in the office at 11:50 AM, despite their hours being listed on the door as 9-12 on Fridays. After this, to avoid more late fees over the holiday weekend, my partner and I agreed to pay the account balance in full and approach them about a refund when they are back in office. After calling a couple of times this morning (July 5) to no avail, they eventually answered and told my partner these fees were from an unpaid renter’s insurance premium (we have renter’s insurance through a third party and have never, to our knowledge, signed up for or paid for Entrust’s policy), and we must pay them the premium and late fees. It’s complicated, but they claim that autopay is only withdrawn on the 1st of the month, so if a charge is posted after we are to manually go in and pay it. This has happened once before to us, for a different charge, and after many phone calls, they finally agreed to waive the late fees. At that point, the woman I spoke to assured me that I would receive notification if I have an outstanding account balance. She claims we were notified this time, but there is no record on either of our accounts and neither of us received a call, letter, email, or text. This issue comes along with others; leasing office hours are inconsistent, phones are seldom answered and anytime we have left a message the call has never been returned. We’ve even seen a note stuck to their door by an elderly woman who needed help and couldn’t get in contact with maintenance. Our bathroom ceiling has black mold, and the AC unit on our living room wall leaks. Both of which have been “repaired” by painting over them. Overall poor management.

  

  Business response

  08/08/2023

  This resident was auto enrolled in the internal renter's insurance policy at a rate of $12.50 per month due to failure to provide an updated certificate of insurance from a third party insurance company, per the insurance addendum included in the lease agreement.  The premium for this policy was $12.50 and is subject to late fees, all of which is outlined in the lease.   While a notice isn't required to uphold either landlord or tenant responsibilities to the terms of the lease agreement , our records do indicate that a notification was sent via email to the resident regarding this policy being added to the account.  

  Office hours at Galloway Creek are noted on the office doors at all times, although the Property Staff is periodically out of office executing tasks required for appropriate management of an apartment community.   

  Maintenance records show that a repair was made to the bathroom ceiling, including appropriate treatment to ensure healthy air quality as well as a drywall repair that required paint to bring back to  standard.  Multiple Air conditioner repairs were also made in the unit,  all of which were completed in an appropriate manner. 

   

   

   

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved in Feb 2021 on a year lease but ended up moving out August 2021 due to MOLD EVERYWHERE! Months going in I’ve noticed mold in places and they came out and just painted over it. Then 1 night the furnace ceiling caved in but I later found out that it was a pipe in the above apartment that blown. I called security and they said that they couldn’t do anything about it since wasn’t a high risk repair which was bs. My wife who was pregnant with my babygirl ended up in the hospital because of her coughing from it. 5 days later I reach out to the main office and they sent someone over to fix it, law says they have 30 days to fix the problem before I can reach out for legal representation. I just ended up moving out before the deadline because it wouldn’t be done in time and I wasn’t going to continue living in a place with my 2 kids. It was unsafe and unhealthy. I even got a video showing it wasn’t done after the 30 days. It’s obvious they are just wanting to move people in instead of making adjustments. If you decide to move here then ask them about MOLD! I was in unit H101!!!! Other then that there was college kids above us that were super loud to the point I’ve had to called security numerous times.

  

  Business response

  02/21/2022

  In reviewing records, it is identified that any reported concerns of mold were being properly investigated and addressed promptly. Options were being reviewed and discussed with the resident, however, the home was found to be vacated without notice to the office or property termination. Last week the company did receive a settlement offer from the resident and are currently in the process of investigating and reviewing options for settlement with collections. We hope to resolve this with the resident.

  Customer response

  02/25/2022

  Complaint: ********
  
  I am rejecting this response because:

  I have documentation explaining me vacating the unit due to mold buildup and the unit not being livable and I have an early termination letter that was email over to me prior me vacated the premises and I also have a footage of the job not being 100% completed after 30 days according the law. 
  
  
  Sincerely,
  
  ********* ******

  

  Business response

  02/28/2022

  We’ve responded to *********’ settlement offer directly via USPS and email, which acknowledges and meets all of his demands including the removal of the account from collections.

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