Complaints

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

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• 

  Morgan Properties

  160 Clubhouse Rd King of Prussia, PA 19406-3300

• 

  Morgan Properties (Corporate Office)

  401 Chartley Park Rd Reisterstown, MD 21136-2003

• 

  Morgan Properties

  836 Cooper Landing Rd Cherry Hill, NJ 08002-1738

• 

  Glen Mar

  469 Glen Mar Rd Ste A2 Glen Burnie, MD 21061-7003

• 

  Morgan Properties

  24 Mola Blvd Elmwood Park, NJ 07407-2906

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:12/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 remitted a rental deposit in good faith on Tuesday March 29, 2022, in the form of a cashier's check in the amount of $3,121.39 (check number *****); of which, $1,460.00 was held in escrow until my move out which occurred on Monday October 31, 2022, per my advance notice remitted via email on Tuesday August 9, 2022, thus providing 83 days notice.I was promised the full amount of $1,460.00 by their current Property Manager ***************************** during my key turn in on Tuesday November 1, 2022. She was not available on my actual vacate date of Monday October 31, 2022, in which I waited until after 6 PM for her to inspect my unit. As such, I was forced to make a trip back to their property the next day which was very inconvenient and time consuming. After moving they remitted a check in the amount of $1,269.53 (check number ******); $190.47 short of the $1,460.00 owed per **************. The Final Calculation of Charges includes bogus fees for Water and Sewer to which I never paid after contacting the *************** who explained to me that my entire complex at Parkway Station was on one meter; as such they have no way of proving how much water I consumed each month per North Carolina Law. Furthermore, this charge was not mentioned or explained to me when I asked them for a full accounting of my monthly rent prior to signing my lease on-the-fly while traveling from Florida back in March 2022. In addition, their calculations include fees for PVI Insurance to which I have explained to them on multiple occasions and provided proof from my carrier (which is the same company that they are affiliated with) that I maintained coverage from day one of move-in with the old management team (there have been multiple property managers during my seven-month lease period). I would greatly appreciate it if these folks will kindly refund the balance of my security deposit in the amount of $190.47 as soon as possible.

• Initial Complaint

  Date:12/06/2022

  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 applied for an apartment on Dec 2, 2022 in the afternoon. I spoke with the apartment manager(Gaffney SC office) and explained I would not be able to upload all documents till Monday Dec 5 when my son would be released from the hospital and she said that should be fine. Before he could even be released I get an e mail Monday stating I didn't have enough income and that I had a short credit history. It might be short but it's way less than the 30% they say to stay under. Of course I didn't have enough income all of my information had not been uploaded yet in which I told the lady to begin with that it wouldn't be till Monday. Gaffney office says go ahead and apply and you can upload that when he gets out of hospital. Needless to say they quickly took that $100 application fee without bothering to even contact me regarding information they needed. What they did is try to blame it on credit. Shame on people who would do this because of a person being in the hospital. That is just greedy and money hungry to take advantage of someone like that. Absolutely disgusting

  Business Response

  Date: 12/16/2022

  All of our applicants are screened equally by a third party company and these results are not from any staff members of Morgan Properties.  If any applicant is denied we reach out to them via telephone to discuss and the applicant also gets an email with an adverse action letter. Thank you

  Customer Answer

  Date: 12/29/2022

   Complaint: ********
  
  I am rejecting this response because:
  I never received a phone call whatsoever or I could have explained some things in detail. At this point I could care less I've found a place that cares about the fact that someone turned their life around in a mighty way. I could have explained why my son had so many charges against him considering he fought for his life while living with his father. He is a special needs adult that I finally gained guardianship over. He wanted a new chance at life and a new beginning. He wanted somewhere that he could thrive with his new life away from violence. Nah you can keep your apartments and shove the security deposit that you profit off the backs of hard working individuals 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 01/04/2023

  Hello,

  We do not make screening decisions on site and due to fair housing we offer everyone the opportunity to apply at our communities.  The screening decision was based on information you provided.  If your situation changed in the future we welcome you to reapply.  

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service 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 requested the highest floor available due to PTSD anxiety sciatica and neuropathy. I was given the lowest ground floor. It's extremely disappointing that you pay so much for such a downgraded apartment. Nothing about it is upgraded. The carpet is new.
  Abruptly Woken up by men laughing talking and dropping lumber in front of my deck door. I did not receive an email nor text stating "work would be done on the deck above and it could cause disturbance please excuse the disturbance!" They're sawing and banging and using my personal space as if I don't live here! The electrical issue that took a month to fix is now causing my microwave to flicker unsafely.
  No longer quiet since they allowed a girl and her 2 kids to rent right over my head. She had furniture delivered Saturday and the delivery person broke a piece off of the hall heater and left trash in the hall. I'm going to court soon to get out of my lease early so that I can find an apartment on the highest level. Also they do not change the lock of the front door so previous tenants can still enter the unit and bust the mailbox open trying to see if mail is in there with their name instead of having their mail forwarded!

  Business Response

  Date: 01/03/2023

  Good Afternoon, 

  Apologies for delay. As per the leasing Agent , Tenant walk the unit twice. Tenant was was instructed that we did not have any other unit within the time frame of her pending move. I will reach out to tenant and coordinate a possible transfer if other units are available and tenant agree with the fees and possible increase in Rent. 

  Customer Answer

  Date: 01/06/2023

  I walked the unit once. Don't make up lies. I was shown a totally different unit in a totally different building. There should be no fees nor any increase in anything. I was lied to just like the lies are being told now that I saw this unit before time. I didn't see this junk until I moved in October 21st 202. The response from the business is a total lie.
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ****** *********
  

• Initial Complaint

  Date:12/04/2022

  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.

  October 8 2022 a pipe busted and flooded our apartment. The property manger and maintenance have yet to repair our apartment to make it acceptable to live in. It is now 12-04-22 and we are forced to move back into the apartment because we are financially unable to continue staying in a hotel. The original leak repair was still leaking slightly and covered with drywall even after I made them aware. Baseboards are still missing, closet doors and shelving are not repaired yet. Drywall that was saturated was not replaced. They have not reached out one time this entire time. Its hard to speak with someone and when we do they never follow through with promises of repair.

  Business Response

  Date: 12/19/2022

  Hello ***** and *******,

  As a follow up to our conversation on 12/14/22, all work related to the pipe leak in your hallway ceiling has been completed. I am sorry for any inconvenience you have experienced during this process and can be available via phone or email to discuss any questions or concerns that you may have. Thank you for your patience and understanding while we worked through this matter.

  Jennifer M*****

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

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

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service 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 sent ample enough notice to management advising I would be moving from my apt that I had occupied for six years. Not only did I send a letter advising I also called the office letting them know that as of September 30, 2022 I would be out and expected my security deposit back. I provided them with the address to send it to. During my stay there they never had a problem with me. Was only late with rent one time. Kept my apt up. Well it is going on three months since I moved and I still do not have my security deposit nor have they sent me anything saying why they have not released it. I had to start calling to find out that they have kept my deposit stating it went towards a refrigerator. Why because the one they put in there shortly after I moved in was used and had a leak where I had to keep a bowl in there to catch the leaking water. I spoke with tge property manager who said i had been charged in error and they would send my deposit. I had a number of leaks in the apt during my stay. The last one that took the cake was when I woke up to water being flooded in the kitchen coming from the apt above. It took them forever to come and repair it. I made up in my mind at that time to move. It destroyed a lot of my items. I have video showing the awful leak. I also have video showing where I left the apt in good condition. Please see videos attached.

  Business Response

  Date: 12/19/2022

  Good day, BBB
  
  Please be advised that **. **************;Move Out Statement was generated, time-stamped, and issued at 5:19 on Friday, October 14, 2022 to (**** ************** Macon GA ******}. This was as per his terms of your lease, county regulations, and **. ********* state's applicable landlord-tenant laws requirements. **. ********* has an outstanding balance of $14.78 after Morgan Properties deducted his Security Deposit from his account balance. Attached is a snapshot of his account ledger,it shows all charges, credits, and balances. All of **. **************;charges have been reviewed with the property manager and were confirmed valid. MP stands by the charges on your account under the agreed terms of your lease. And has executed our rights to seek further collection actions as per your lease & all applicable laws.

  To have **. ********* account satisfied with his outstanding balance & to be Discharged from any and all liability arising from this lease. **. **************;may use his online resident portal to make his payment if one was created before he vacated. Or complete the attached credit card authorization form and e-mail it back to this e-mail address only when you would like your payment to be processed. You may fax it to the number below, and the transaction will be run manually for you. There will be no additional fees added upon completion of this manual transaction. A receipt will be sent to your e-mail address. Or you can mail a Cashier Check or Money Order to Morgan Properties at the address below.  

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

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Good evening I moved in on 6/2022 , Upon moving I. The unit had a smoke smell that I was advise was resolved before I moved in however it wasn’t and Karen (PM ) advise me of options stating that she can request to have the lease broke fee waived or possible I could move to a different unit however that was 48 hours before she was due to go out for maternity leave sooo they say she went out has the day the baby was born and from that point no one else was able to resolve the matter fast foward then the a/c went out that was a ordeal I was without air for 3 weeks and a high electric bill with no compensate for it’s been a lot just being here has cost me from time off work and the back and foward to get issue resolve things that were listed on my move in list with picture never fixed / work order completed and not resolved even with the ac unit they advise that the heat would have to be hooked up later that was in August and they didn’t get the heat hoooked up till Oct after I out in another work order and it was a strong gas smell I was advise that was because the unit was new however after 3 weeks of the heat being on I found myself very ill and had a inspection done thru BGE on 10/12/22 to found out my apt 3 and apt 2 has a gas leak i have the paperwork that was left in my door on that date since then no one has been out to repair the gas leak so my heat is inoperable and I don’t trust maintenance to fix the issue I have several work order advising of a Gas smell that has been dismissed several time with the maintenance men having come out maintenance was call to the home due to Corban monoxide meter going off they stated it just need a battery fast foward to this week my stove went completely out need a igintaor however I have put in several request about the stove same week my kitchen flood and now I’m in the home without a washer and dryer and no heat maintenance man came out 11/10 at 930 pm after the 3rd call he was here till 1130pm and was advise he will return the next day 11/11 not sure what time again I has unable to use the kitchen he return 11/11 around noon and left at 530pm however he was in and out dealing with other work orders he left at about 0530 pm to advise to issue was still not resolve and I will be without a washer and a dryer until Monday also stated he didn’t find anything in my drain however it could be coming from the apartment above he wasn’t sure everything I’m writing I have photos and work orders to prove at this point II wishing to have this lease void with No penalty I care about my credit I pay my rent every month and I can’t afford to stay here and I don’t feel nor do I have confidence in Morgan property this has been a true nightmare it’s truly my health concern and safety in the apartment gas is nothing to take lightly and it was been. I’m willing to seek legal counsel however I want to start with the regional manger first all I requesting is my lease be voided effective immediately and my deposit be return . .Moving is strenuous and costly also my job is very demanding hence why I was able to do a walk through of the actual unit before leasing the days I was available I was advise contractors were still trying to get the smoke smell out and they would let me know I believe on the Wednesday before I move they advise I could come view the unit however I was unable to and at that point I had already given notice and I had to move hence I was catch 20/20 however I recognize Morgan properties name as being a up standing management company also from the customer service credo that’s what I expect upon moving in I spent over 300.00 to get the smell out the home and if you go back in my records I did notify the office via work order also the first week my ac went out I’m praying you do the research on this apartment and go thru the request and I can forward photo it more however those are the biggest concern the apartment was even up to standard again I just want this lease voice and my deposit rental and be done with Morgan properties at this point . I don’t wanna go back and foward any more it’s time consuming and has really not been the ideal renters expections at this point I do not wish to deal with anyone other then the Regional manager regarding this matter my lease it to be up 4/17 I went into the office on 12-1 regrading my concern to have the lease break fee of 1545.09 waive this request was originally made on 11/12/22 after my heat was shut off by BGE due to a gas leak in the home I receive a respond back on 11/15 that the property manager would be in touch and there were sending maintenance to fix the issue maintenance never called nor did the property manger reach back I and follow up multiple time I even contacted the regional property manger at corporate which she has not returned calls to avoid any Nelson on my credit I felt my only option was to pay the lease break fee on 12/1 plus I was advise if the regional manager gets involved my 30 days would not be up till the end of December meaning I would pay 3090.00 plus 80.00 in utilities however the regional manger never return my calls and I’m not Ablevyo get taking off and being give the running around so I paid 1545 lease break fee and 785.00 on 12/1 2370.00 however I’m moving because of the gas leak and the harassment and the luring from the rental office but they are able to hold a lease over my head but not address concerns or get back to tenants to resolve serious matters in a timely fashion I

• Initial Complaint

  Date:12/01/2022

  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 began living at ************************* (owned by Morgan Properties) in Alexandria, VA in July of 2021. I signed a year long lease that was set to expire June of 2022. From the very first day, I experienced roaches. I attempted to have this resolved by requesting a pest control service to come in. They claimed they were "working on scheduling" and sent one in over a month later. I withheld rent up until a pest service was sent in, then paid. During this time, my apartment flooded multiple times and my carpeted living room floor was sopping wet. I did not pursue anything when the rain soaked the floor, but when the floor became soaked due to a malfunctioning HVAC I called emergency maintenance- maintenance corrected the HVAC but did nothing to fix the carpeting. A few week slater, the washer (I shared a wall with the laundry room of the building) malfunctioned and AGAIN, my carpets soaked. At this point, my TV stand, sofa and dog bed were destroyed. Shortly after, I began seeing mice in my apartment. I documented all of this and notified them that I had asthma and a dog, which placed me at increased risk. They made no attempt to fix the problem (I've attached video evidence of the exploded washing machine, and how their fix was to duck tape the door shut), so I gave 30 day notice under Virginia law for hazardous living conditions and moved out in December. Since then, they have claimed that I owe December-June's rent because they were not aware I had moved out. This amount totals $6,724. I would like this amount to be removed from my credit, and for Morgan Properties to cease contact with me. 

  Business Response

  Date: 12/13/2022

  Good day, BBB
  Please note that ** ****************** off that you received a copy of your Lease Agreement & Addendum. She acknowledged that she read & understood their terms & expressed the applicable laws of your state. As per the terms of ******************** lease, county regulations, and state's applicable landlord-tenant laws. Per Virginia's law, withholding rent is not a remedy afforded to the tenant. Per the applicable laws a tenant may bring a copy of their written notice and the next months rent to the General District Court and file a Tenants Assertation. They may only proceed with this remedy if the following are complied with:

  1. The tenant must be current on rent payments. 2. The tenant provided the landlord with the notice of the issue. 3. The landlord failed to rectify the issue within a reasonable time.

  After reviewing ******************* Work Order Requests via her online ********** account portal. As per her agreed upon Lease that {37)NOTICES. All notices given under this Lease must be in writing... unless otherwise required by law a acceptable notice are:  (a) ...email..., (b) personal delivery..., or (c) U.S. certified mail, return receipt...} MP would also accept a notice sent via her online **********  portal They were all completed in a timely manner as shown per the screenshot of her account portal attachment. Yes there were times that a third-party contractor/pesticide business was involved and MP had to work within their scheduling. But still feel in accordance with VA's state applicable landlord-tenant laws. 

  All of ******************** charges have been reviewed with the property manager and were confirmed valid. MP stands by the charges on **. *************;account under the agreed terms of her lease. And has executed our rights to seek further collection actions as per all applicable laws. **. *************;account has been forwarded to, an outside collection agency after her outstanding balance due date expired in April 2022. To have her account satisfied from her outstanding balance & to be Discharged from any and all liability arising from her lease. *************** may use her online ********** portal to make her payment if one was created before she vacated. Or complete the attached credit card authorization form and e-mail it back to this e-mail address only when you would like your payment to be processed. She may fax it to the number below, and the transaction will be run manually for her. There will be no additional fees added upon completion of this manual transaction. A receipt will be sent to her e-mail address provided on the credit card authorization form. Or you can mail a Cashier Check or Money Order to Morgan Properties at the address below.  
  
  ******************************************************************************************************************************

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lived at ******* ******* for 2 year and experienced continous problems the entire time. One of them being the company ***** *** that was contracted by Wexford came into our apartment while we were not home and moved all of our belongings in our kitchen and broke items. This was May 2021 and still do not have a resolution. ******* was supposably working on it with ***** *** but would avoid every time I followed up. We finally had enough stress from living there and moved out. They are keeping our deposit for repair charges of items listed on our move in inspection. One of the items is $200 to repair a countertop that I emailed a photo of to the leasing manager when we moved in. We moved in November 16 and I emailed the photo December 7 which I had been speaking with the leasing manager about and he asked me to email it in so it could be on file for move out. They will not honor this, nor the items that are clearly listed on my move in inspection. They are holding my money and need to send a check for the corrected items. We were caused so much distress while living there, we just want to finally be free from this nightmare but they do not care for their residents at all. I want to add that I called the "district manager" multiple times and left messages throughout our time there and she didn't return any phone calls.

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Hey I’ve been complaining since July of 2020 of the breaking and entering of my car and other cars for a good min. I even had to call the police out cause guys had guns but my biggest problem is I’ve been trying to get in touch with the office to give them my 60 day notice since May of 2022 and I couldn’t talk to nobody nor see because they was never there and now they charging me over $2,000 that I don’t think I should have to pay. They took my $300 deposit and I should have to pay the rest for July bill. Nobody won’t talk to me and when I go up there nobody is still there. This is not professional at all. Somebody needs to call me ASAP

  Business Response

  Date: 12/06/2022

  Hello,

  I am the current Property Manager here at ***************** and I will like to contact you to discuss your balance and any questions or concerns that you may have that you were not given an opportunity to discuss while you resided here and after you had vacated. 

  If you could contact the leasing office to discuss your complaint in detail to come to a resolution it would be greatly appreciated.

  Thank You, 

  Customer Answer

  Date: 12/08/2022

  [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

  Date:11/29/2022

  Type:Customer Service 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 biggest a scariest concern is maintenance will let themselves in with out my permission or any heads-up. Also, Recently money has gone missing from my place. I'm constantly afraid that someone will bust in my place unknowst to me. I have never lived in any place where maintenance is allowed to jist let themselves in my place. What most upsetting is I have told management that I would like notice and this keeps happening. Little increments of money has gone missing and I was unaware that they'd been letting themselves in my place. I need help.

  Business Response

  Date: 12/06/2022

  The resident is referring to our bi-annual filter changes. She was notified that we would be coming to her apartment on November 29th, but due to a misunderstanding with the maintenance department, her inspection was done the week prior. Her adult son was home at the time our maintenance team did her filter change. Apparently he never mentioned to his mother that maintenance had come out to complete the filter change so when the 29th came and maintenance didn't arrive she called the office to find out why. The office explained that maintenance had been out the week prior and the resident became very upset saying we hadn't given her proper notice. The office staff member she spoke with admitted she was correct, that our maintenance team should not have gone in on the day they did and profusely apologized to ************ repeatedly. ************ continued to be upset but after a lengthy conversation with the office team member the discussion ended on a friendly note. ************ did mention money being missing during the phone call, but it was during a heated part of the discussion and the office team member was not able to get into the details with the resident. ************ has never before mentioned that money has gone missing from her apartment and again, her adult son, who is a lease holder, was home at the time that maintenance was in their apartment. The property does not use master keys. We use a system called Key Track. All apartment keys are locked in the Key Track system and can only be accessed with a team member logging out the key. They need either their fingerprint or password to log into the Key Track system to get the key out. So anytime someone has taken a key out for **************** apartment, there is a record of when it was taken out and returned and who took the key. All other times that maintenance has entered **************** apartment she has been given as least 48 hours notice barring any emergencies as is our policy. She has been upset in the past when maintenance has unlocked her door when she is home, but these were times when she was notified that someone from our maintenance team would be coming out that day and she did not open the door after repeated knocking and did not answer the phone when the office called to say maintenance was at her door. The leasing office would be happy to discuss **************** concerns regarding missing money with her or with a police agency should she choose to contact one. She is correct that maintenance entered her apartment on the one occasion when 48 hours notice was not given but that is the only time it has happened since ************ took possession of her apartment and maintenance was there with the other lease holder the entire time they were completing the filter change. Thank you.