ComplaintsforGEM Management LLC

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in ******** Manor Apartments I have talked to my site manager about my freezer/refrigerator not working and nothing is being done to fix this issue. I have 2 children living in this apartment with me. I just don't know what to do anymore at this point. I need this issue resolved ASAP. According to my site manager she has to go through her boss and she's not answering or responding to her calls, this is no way to run a business.

  Business response

  02/05/2024

  Management believes that a member of the household may be changing the settings.  The refrigerator is handicapped accessible and the controls are on the front low on the door.  the site will be continuing to follow-up with the tenant. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I renewed my lease a in 2023 for my rent to be $746. Ive been paying that for a few months now. On January 1st, I go to pay online, and it shows that my rent is now $800. I call the office and ask why my rent has been raised without giving me any notification and asked for her to fix my lease. The lady on the phone apologized, said they have no manager, said it happened to everyone, and that it would be fixed. Ive emailed every other day since then, and it has not been fixed. Now theyve added a late fee even though its not my fault I have been unable to pay my rent. She has said twice now she would look into it after Ive emailed multiple times, but there has yet to be a resolution. I never received any notice nor did I agree to my rent being raised.

  Business response

  01/24/2024

  In reference to the concern reported and further investigating we did confirm ********** increase notices were sent out on October 2023 and again posted November 2023. Our Federal Rental Assistance lease states we can increase rent with a 30 day notices. Our general lease is for one year however rent can change within 30 days based on Owner/State approval yearly and residents income monthly. We do understand this resident concern as she is a new resident and maybe unsure how Federal Rental Assistance lease and policy are processed. We will do everything we can to educate our residents of our Federal Rental Assistance Program, by offer them further guidance of the program.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 13th I contacted Colonel ******************** Apartments via email in ******** ** to inquire about a 2 bedroom. They sent me a page explaining the bedrooms they are currently renting. I also asked about the turnaround time for the application process. They stated once I submitted the application to contact them for the next steps. I sent them a email after completing the application and I have not heard anything from them since. I do not have money to give away. I will like a refund of my application fee. This is ridiculous for a business to take your money and never hear anything back from them. It is too late for me to put in a notice at my current address. So moving to the next step is not an option now. I also have the emails to show proof of the conversations.

  Business response

  01/10/2024

  .Good morning,
  
  Applicant (******** Cruel) applied on 12/11 and finished her application on 12/14.
  
  On 01/05/2024 she received an invitation to come to the office for an in person meeting to verify income/assets.
  
  She is requesting a 1 bedroom and those are available.

   

  Ms. ***** will be coming in the office tomorrow to complete her application/.

   

  Customer response

  01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live a income based apartment complex. My rate of pay changed the end of September and Management was notified immediately, but my rent was not adjusted for following months. October through December. I was still expected to pay the ****** monthly even though I made **** less an hour. That's not fair since I no longer made the higher wage. My rent should have been reduced, because of the drop in salary. I previously made ***** an hour and I now only make ***** per hour. Why am still having to pay the ****** when I can no longer afford that. I live at Morgan Hills Apartments in Morganton, **. I know other residents who pay far less. This is definitely unfair and now they're threatening eviction because I don't have December's rent paid yet. If you could help me with this situation I would truly appreciate it.

  Business response

  01/03/2024

  ***************** notified the site manager on 10/24/2023 that she was no longer employed by Dollar General and had recently obtained employment with Quality Plus. **************** filled out an employment verification form that day, 10/24/2023, It stated that **************** began employment with them on 10/23/2023 The site manager contacted **************** numerous times to let her know that there was some more paperwork that needed to be filled out in order to do the income change certification with no response. 

  
  On 11/27/2023, **************** notified the site manager again of another job change.She informed the site manager that she no longer worked at Quality Plus and had since obtained employment with *********************. The employment verification was sent to ********************* that same day. **************** started working at ********************* on 10/16/2023 and failed to report the income as required. It is reported that **************** wages of $11.50 per hour at 40 hours per week plus her overtime wages of ***** per hour at 5 hours per week would only make her income decrease a total of $715 per year. She is also above the income limit to receive rental assistance so therefore her rent amount would stay the same and there was no need in doing a new certification. 

  
  On 1/1/**** ******************** rent amount increased from $623 per month to $706 per month due to the decrease in the utility allowance for the property. During the same time the income limits changed making **************** now eligible for rental assistance so her rent amount starting January 1, **** is $613 per month. 
  

  Unfortunately, **************** has failed to pay her December 2023 rent and has received a Termination letter. She has informed the site manager multiple times that she has someone willing to help her with her rent and has been given multiple opportunities to pay. If the full amount is not paid in full by 1/5/**** then we will have no choice but to file for eviction as our lease agreement states. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was advised by mgmt I would have to move due to my student status (SF/no kids) I completed my Masters Degree and did not want to continue schooling until I paid down student debt. I moved, management advised only $50 would be taken from my security deposit and the balance would be returned in 30 days. I spoke with the corporate office and was advised there have been lots of changes in personnel and they would get back to me. No contact. SC has a law that if a landlord unfairly withholds SD, there is a 2 or 3 times the amount rule that would need to be returned to the former resident. Mgmt and I did the final walkthrough together on the day I moved out. I have no letter or contact from them as of today.This looks like a refusal. On Thursday, December 7, 2023 at 05:31:37 AM EST, *********************************** <*****************> wrote:What happens if landlord does not return security deposit in 30 days in **************?(b) If the landlord fails to return to the tenant any prepaid rent or security/rental deposit with the notice required to be sent by the landlord pursuant to subsection (a), the tenant may recover the property and money in an amount equal to three times the amount wrongfully withheld and reasonable attorney's fees.Sent from *** on Android On Tue, Dec 5, 2023 at 11:12 AM, *********************************** <*****************> wrote:It's been over 30 days. Has my deposit check been mailed to the address on my SCDL?

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DON'T RENT FROM GEM!I've had severe VISIBLE mold problems in my apartment since early 2020. Management has been made well aware of the situation since the beginning. Our complex has gone through multiple property managers over these 7 years, and number 8 just left a couple of weeks ago. They have literally painted over the bathroom mold three times already. Last year in October, 2022 an HVAC contractor named **** told us that our HVAC system was hooked ** incorrectly in 2012. My apartment's heating and cooling system was not working properly for 10 YEARS. I have a photo of a section of my living room wall where the single coat of gray paint had chipped off. The paint underneath the chipped area is WHITE and clearly shows a brown stain. That indicates this entire apartment was repainted from WHITE to GRAY long before we moved in, in order to cover up the ***** *********************************, the first manager, had to drain water out of my furnace system at least 5 times during our first 2 ******* in this apartment due to the air conditioner blowing out hot air. During those episodes, my apartment got up to 89 degrees. Now management is blaming my family for the mold issues, claiming that we haven't been running the bathroom exhaust fans. They rewired my back bathroom light switch to force the fan to run continuously when the lights are on. As they are not rewiring ALL of the bathroom switches throughout this complex, THIS IS DISCRIMINATION. I pay the electric bill here NOT THEM. I have water intrusion behind the walls of both bathrooms and they ignore it. Also, ******************* the maintenance person admitted that there are 7 other units in this complex with the same mold problem, and we're all on the top floors. I also have photos of some type of black slime that regularly comes out of all of the faucets in both the kitchen sink and bathroom sinks and tub spouts. The water company said it is management's responsibility to find out what the substance is.

  Business response

  01/02/2024

  Good Morning ******
  
  Here are the details I have regarding this complaint.
  
  12/22/2020- resident reported mold in bathroom (no work order available)
  06/01/2021- resident reported mold in bathroom.
  09/28/2021 bathroom ceiling and walls were painted.
  09/13 Work order was received for black slime from faucets and mold in the bathrooms.
  Inspection completed and serv pro was contacted to verify site teams assessment that the mildew growth in the bathroom is a result of not using exhaust fan during showers.
  10/06/2023 ****** electric rewired switch
  10/12/2023 site team cleaned mildew and repainted bathroom. 
  10/18 we received notification from ***** in regard to Ms. ****** claims of mold. 
  Provided information to ***** no further documentation requested.
  12/06/2023 Received an email from ************** demanding her exhaust fan be re-wired so she can control when it is used. 
  I advised ************** that the fan was wired in response to her claims of mildew growth and to aid with ventilation.  She indicated this was incorrect and her apartment is filled with mold.  I was provided the videos which can be found in the 2nd attachment. 
  It appears from the video that the mildew is isolated to the areas surrounding the shower which would confirm the exhaust fan had not been used. 
  
  I asked ***** to complete the following items below- this has not been completed due to the death of the MS and our HVAC vendor discontinuing to work with us.  ***** is still working on sourcing vendors to complete this work.  

   

   

   

   

  Customer response

  01/02/2024

   
  I am rejecting this response because:  This entire apartment is filled with MOLD all over the walls in BOTH bedrooms, the living room and BOTH bathrooms even AFTER GEM discriminated against my family and blamed us for the ****** NOT MILDEW.  After GEM rewired my fan, dark brown water now runs down all of the walls in that bathroom.  There is MOLD covering ALL windows in my apartment and the chipped living room paint with the BROWN MOLD STAINS underneath proves management knew that this apartment had a horrible MOLD problem BEFORE we moved in, and they repainted this apartment and they put us in this unit regardless.  We also continue to have BLACK SLIME come out of all of our faucets and I've provided both GEM and ***** with videos and photos.  GEM is poisoning tenants with their filthy, water damaged buildings and refuses to fix the problem.

  Business response

  01/03/2024

  ***** has approved repairs. However, will are contacting another company to come out and inspect the unit next week.  Once, we get confirmation on this the site team will be in contact with ***************

   

   

  Customer response

  01/03/2024

   
  I am rejecting this response because:   GEM has not confirmed that their office will reverse the discrimination against my family and revert my bathroom light switch back to its original condition when we moved in, due to their continued negligence which began BEFORE we even moved into this apartment.  *** also has not confirmed what specific "Repairs" they plan on making, nor what *************** they plan on bringing into my unit to cause more problems.
  
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to recertify at my apartment complex since September 2023. No one is in the office, phone line is messed up and they wont return my emails. I need assistance. I also have been trying to get things fixed in my unit for years but no one is ever in the office. I work long hours and cant spend time trying to call a thousand numbers to have someone assist me. My anxiety is through the roof. I have tried to recertify online but cant get past 9 percent.

  Business response

  12/04/2023

  **** has been  trying to communicate with resident to assist in getting her recertification completed and we currently have a meeting with her Monday Dec 4th to get this completed.

  Customer response

  12/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Ive been waiting for pest control for months. Ive called/emailed many times about pest control coming. I had them come one time and then they never came back. This is getting absolutely ridiculous. I have a baby and I cant live somewhere with bedbugs when it came from a different unit and its just spreading into mine.

  Business response

  11/20/2023

  ****** was contacted about the pest control issue and the unit was treated as soon as possible and will follow up with them to avoid any further issues.

  We apologize for any inconvenience this has caused.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Bulls Creek ********** ** renter. Turned in all documents for recert even though I pay market rent. Mgmt told me:1. it would be easier to recertify if I had a child. Inappropriate! 2. Recertifications are for those receiving credits, I have no kids no spouse. If they are getting a credit for me, it's without my knowledge. 3. Letter put on my door that I would have to move out due to my "student status". This is not a dorm. I was in college before moving in and never accepted a lease with an agreement that I would continue as part of my lease. Finished classes August ***** .My college **** got involved in sending over documents from the school.. again I pay market rent and this is not a dorm. 4. Mgmt asked why I received a raise after moving in, I responded" COLA " . My income was under their limit when I moved in less than a year ago. Am I forbidden to get raises?I emailed asking what having a child, attending school, and getting a raise has to do with my lease renewal . They have a rule here that we cannot be late with rent 3 times. I was late once and paid the $48 fee. Sometimes I pay rent twice per month depending on pay dates. It's like they would rather me be late paying, but I'm not in arears. I contacted some folks I know at HUD and USDA, Fair Housing and human, they advised I ask for clarification. No response from the office. I have supporting email chains of the above. From a prior manager I believe they are looking to sell the property to new owners and the tactics don't fit discrimination but harass, bully and intimidate.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property manager called tow truck company and reported I was illegally parked without a resident parking permit. At 10:33am I parked the rental I just received. at my residence in the handicap parking. I put my handicap permit in window like always. I went upstairs and grabbed my visitors permanent parking pass to use in the rental vehicle. At 10:50am , I came back with visitors parking permit only to see that the rental car was gone. No notice no nothing. I only knew color of vehicle when I reported it as stolen. My backpack and wallet was still inside. I was going to be coming home after dark. So I decided to get my visitors pass before continuing with the remainder of my day. The site manager did nothing to contact me. I reported the car as stolen only to finally get that a blue car was towed from residence for not having a parking permit. Site manager didnt give me a chance to retrieve my visitor pass which I had but it was upstairs. I didnt know Id be coming home in a rental car. The time stamp on the Tow receipt is 10:59am. I paid $200. The regional site manager contacted me to say that site manager didnt call them because of parking permit. As of today they are discontinuing using this tow truck company and she doesnt have a debit card to use to pay fees but she can apply $200 towards next month rent. She went on about seeing camera footage and me being parked on the blue striped of handicap line and this being reason towed. This is not what the tow report, not what police said nor tow truck company in person. Tow truck has damaged rental car and refuses to give his insurance information. I need camera footage and that sworn statement site manager says he has from tow truck . Site manager came by tow truck company during business hours while my son and I was trying to retrieve this rental he had towed and went in to talk to owner. I believe this is a scam.

  Business response

  09/20/2023

  Please note that Rivers place apartments does not have a contract with a towing company there is an agreement. The property does not profit from a car being told. The property does not target our residents as it will cause them financial harm. The tow company drives through the property at random and if they see a car without a tag as required they will tow the vehicle. At rivers place apartments we have very limited parking for our residents hence why we give them parking passes to put on their car. If they have a guest then they can request a temporary pass to accommodate them.

  Customer response

  09/21/2023

   
  I am rejecting this response because:

  This notice is now posted in the foyer of building 1 where I reside. Once again towing is between8PM-8AM. It doesnt mention anything about random. This wasnt random. I was told by employee of LCB Towing of ****************** (your site manager) calling them to come pick up this car for not having a resident parking permit. This was a rental vehicle I got put in less than 30 mins prior to this incident. This tow was outside of towing hours. ******************  called to have this vehicle towed out of spite. He is just mad that I told him he cant send anyone into the apartment without given me 24 hr notice as state sun lease. He calls them vendors. ****************** doesnt want to listen to reason, is quick to blame, accuses me of preventing him from getting work down and threatening to get him fired. **************** has told me and my son he can have me evicted if he wanted to This was  said by him to my son and I while  trying to find out from him where to go to get impounded vehicle. It makes me feel down right uncomfortable and I'm protecting myself by staying out of his office. I can't do business with someone who is trying to get us evicted. Property managers are suppose to be helpful and resourceful, This illegal tow was done maliciously on part of the property manager. It is very frustrating and now time consuming now that property has been damaged and I want him held responsible for damages because property manger initiated the call.

  
  

  Business response

  09/27/2023

  At Rivers Place Apartments we have limited space for our tenants to park so we have implemented parking passes for our tenants and if they have a guest or a different vehicle the office will issue a temporary pass as they did with the issue at hand.

  The property has letters on all of the tenants secured breezeway doors to alert and remind them of the towing process. We cannot take responsibility for a tenant's irresponsibility for not having the pass on their vehicle when the tow company come at random to check for passes and unregistered tags on cars, The site does not get alerted when a car is taken. 

  The tenant has been contacted to have a meeting in the office with the manager and a mutual party to see how we can get issues resolved to go forward.

  The property does not target tenants or alert a tow company to tow cars as we would not like to see the financial burden put on the resident.

  The issue here is with the tow company and the resident and not the office at RIvers Place Apartment

*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. ↩