ComplaintsforArbors Management Inc

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live in the Evergreen Arbor Apartments here in Franklin. About 6 months ago, we got a new property manager. However, I believe she is pocketing money. Personally, she has overcharged me but doesn’t accept that she did. Every day after the 5th is an extra dollar to your rent it it’s late. She’s charging double. And from the 2nd. Today the Constable delivered 15 eviction notices. That is unheard of. She is charging people THOUSANDS for backed rent when there is no backed rent. Rent only changes if someone’s income changes.

  Business response

  01/19/2024

  Thank you for reaching out to us and bringing this concern to our attention.  This resident did receive an eviction notice in December of 2023 for non-payment of rent, but she has satisified her balance and eviction proceedings have been stopped.  This is a HUD section 8 building and the late fee is $1.00 per day after the 5th as per the HUD Model Lease Agreement.  We do not accept cash in our offices and there are checks and balances in place to oversee our managers.  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved in and continued to be the same way since moving in. We have a new property manager who doesn’t want to do anything until it’s too late. We have mold growing in our basement and kitchen. We cut the water to certain points of the home so they could focus on the mold without it persisting and she refuses. Since filing a health department complaint she has stated we will not resign due to damages which is not true. damages to the home are prior to us. this year there hasn’t been damages to the home. Shes been our property manager for not even a year. Shes never been to the property. The house has plumbing issues that were made aware to them in 2021. They are trying to blame us for those issues as well. Two to three months after moving in a pipe burst in our basement leaving a ton on the floor. They sent someone to fix at no charge because the plumbing issues are prior to us. They were also supposed to send someone to clean up the residue and never did two years later still on the floor. The plumbing issues traveled to the kitchen damage to the floors. That is where the mold is in the kitchen. Along with the tub and sink in the bathroom always draining slowly sometimes we have to plunge both to get drainage. She has made it clear that she believes the mold is because of us not the ongoing plumbing issues, causing there to be water on the floor even when the sink and dishwasher is not used. We’ve had to overpay and gas billing due to the lack of insulation in the home that we made her aware of specialist told us that windows need replaced or we will continue to have a high gas bill. The people they hire told us that. She canceled my request for something with the windows to be done. Her boss Tara M also been ignoring my calls and messages about her employee. I would like to speak with her. The emergency line during the summer blatantly ignored our calls forcing us to handle it ourselves. They only fixed our porch after my mom fell through it.i have 2 kids.

  Business response

  12/07/2023

  Hello ********

  Thank you so much for reaching out to us in order to help resolve your concerns. We take your comments extremely seriously and investigate all matters thoroughly. First we'd like to state that our managers do not have any personal issues with you at all and are trying their best to resolve any and all maintenance concerns at the property. We did indeed find tenant caused damages that were items in the drain lines (legos, grease, balloons) that were not supposed to be in the drain which was a cause for some of the plumbing issues. Please be advised that mold and mildew will accumulate on surfaces that are not regularly cleaned and frequently exposed to moisture, such as bathrooms and particularly tubs. In order to best avoid mold or mildew growth, these areas should be cleaned frequently and allowed to dry out as much as possible. The decision was to not renew the lease in order to mitigate the rental loss on the unpaid rent balance as well as address any maintenance items the property requires to best maintain the property. We'll continue to address any maintenance items at the property for the remainder of your tenancy.  We do wish you the best of luck in your future living arrangements and hope this helps. 

  Sincerely, 

  Arbors Management Inc. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Myself and my two children and animals have resided at Virginia Manor apartments for a year and 3 months ( Arbors Management Inc) I was literally forced out of our home due to being highly allergic to black mold exposure. I have reached out to property manager Stacey O*** and head quarters Arbors Management due exposure and health issues caused by black mold. It’s infested in the walls, carpets, ductless vent systems. I had water damage this past aug. Due to negligence her husband ( head of maintenance) had me living in an inhabitable environment and put flooring in over top of wet floors and black mold. All of my life belongings still remain and I cannot re-expose myself . Nobody will refund me for inhabitable living conditions and to be honest all buildings there should be condemned, I am not the only one sick from exposure. They are killing people and forcing families out of their homes, selling their belongings, keeping the money , neglecting repairs and have plumbing , electrical , water issues and infested with black mold everywhere. They are rehoming families in these buildings without doing the proper work and care due to money in their pockets. Also have had problems with my mail ( credit cards , packages and mail not showing up) and fraud due to continuously changing and falsifying old leases . Ty I would appreciate your help! ?? I want reimbursement for all months living there and any medical bills due to lack of care and negligence on repairs and also all my personal belongings that are exposed as well. All proof will be submitted in person only . Unfortunately I do not trust anyone at this point if you need to contact me regarding said documentation please feel free to do so. I have extensive proof , pics and mold testing.

  Business response

  11/21/2023

  *** ******, we thank you for reaching out to express your dissatisfaction and hope to be able address these concerns completely. These complaints have been investigated by our management staff and have been determined to be inaccurate. We take maintenance matters very seriously, especially anything that would be deemed an emergency or health hazard. The work orders you have submitted for your apartment have been addressed. Despite recently signing a new lease, we have offered you the ability to break this lease at no charge since you are dissatisfied with your living situation. Please note, you are responsible for the monthly rental payment as long as you occupy your apartment. If you have any proof of fraud, we urge you to provide us with proof and more details so we can address it accordingly. Thus far, there has been no evidence of any fraud and this is the first we are hearing about a majority of these accusations. We are more than happy to communicate directly so that we can work together to resolve any further concerns you may have.

  Sincerely,

  Arbors Management Inc. 

  
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rating: ????? (1/5) Review: I had the misfortune of renting from [Arbors Management Company], and my experience has been nothing short of a nightmare. I’ve encountered an ongoing water leak issue in my bathroom that should fall squarely under their maintenance responsibilities, but they’ve shockingly refused to acknowledge it, insisting it’s my problem. This company’s disregard for tenant rights and their complete ineptitude in fulfilling their obligations are beyond infuriating. They’ve left me to deal with a significant maintenance problem that they should have addressed promptly. It’s clear that their service is abysmal, and I strongly caution anyone considering renting from them. Before you make the grave mistake of entrusting your property and well-being to this company I implore you to read the numerous Yelp reviews detailing the horror stories of other tenants who have suffered under their mismanagement. If you find yourself in a similar, unresolved predicament, I urge you to take action. File a formal complaint with the Better Business Bureau to hold this company accountable and seek a proper resolution. Don’t let this company continue to mistreat tenants like they did to me. They try to save them with corporate shield!

  Business response

  11/13/2023

  ** ********
  
  We are sorry to hear that you are displeased with the situation at hand. Tara, our Associate Director of Scattered Site Housing, did try to resolve this issue with you directly numerous times. Unfortunately, due to preventable damage caused at the property from allowing water to seep out from the shower due to the lack of a shower curtain or shower liner, we did initially charge you for repairing the damage. In an effort to maintain good relations and continued faith that you will use a shower curtain moving forward we did indeed remove the charge from your account.  
  
  We always try to work with our residents to resolve issues as smoothly as possible and wish that this issue could have been avoided. We will continue to do everything we can to serve both our property owners and our residents.
  
  Sincerely,
  The Arbors Team 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Arbors WILL nickel-and-dime you. While they assisted with various items (plumbing issues; water issues; etc) in a timely fashion, they also screwed me out of $1000 and charged me an absurd cleaning fee after lease ending .... During COVID, was called by a representative at Arbors stating that the OWNER OF THE PROPERTY had given ARBORS permission to grant me 1x month FREE rent, given the pandemic and economy. I confirmed, verbally and several times, that I would NOT be required to pay this at a later time. 'Oh ya ya ya, nope this is completely on us'. Fast-forward 6 months ... 'Hey, ya, the owner never authorized that so we need the money'. ARBORS f**ked up and put the bill on me. I went scouring through emails, phone calls/txts, and other means of correspondence and provided it to a lawyer with the intent of going after Arbors, but just wasn't worth the cost/hassle. Don't contact me, just get your **** together.

  Business response

  08/02/2023

  Hello and thank you for your constructive feedback. We sincerely apologize for any miscommunication and will do everything we can to do better. We hope all is well with you and wish you nothing but the best in your future endeavors. 

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In short, nothing will resolve the issue. This company does not care about it's tenants, only the individuals naive enough to think they're properties are under good management.

  You folks are a poor business. I wish you nothing but failure and misery for every penny you owe me of that bill.
  
  No regards, and insincerely,
  
  **** ****
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 27 2003 I ****** ********* and my wife ***** * ******** have move from ** **** ** ********** ** ** *** ** **** ** ********* **. when we arrived there we have discover alot of damage in the rental property, which we contact the property management of our concern which have send a maintenance guy whole idea to fix a hole was to fill it up with foam only. well our sliding glass doo couldn't even lock and was coming out of its tack where they place a board to hold it. On Feb 28 2023 in the middle afternoon my wife was constantly received phone call from Arbors Management Inc maintenance guy. He was us was we home for he need to stop by the house and repair some items in the house which they should have fix before we even move in. I told him no me and wife are out of town finishing packing our stuff from the other house. around 7 28 pm he arrived back to *** ****** **** ** ********* ** just to find out the maintenance guy went got a master key from Arbor management se he can wrongfully enter our home without no permission from either me or wife during our phone call. As soon as me and wife notice that we went look around to see if we where missing anything in the house. my wife ***** * ******** notice her wedding ring was missing from the counter too which she have left it earlier. At that moment we call 911 for wrongfully enter our homes and the missing of my wife weeding ring which was laying on the counter top in the kitchen right next to my silver weeding as well. on the very day when i knew Arbors Management Inc office was open i call the office and left a message. When Arbiors Management call me back they stated they are not held accountable for the wrongful entry and off the list of my wife weeding ring which was worth more than 3000 since the guy told arbors Management he had received i gave him permission to enter our premises. That was lie because we told me we where out of town and cannot let him in until we home tomorrow and the rest days of this week Property Inc gave him the master key for our rental home.Arbors Management stated they didn't brush the leasing contract between us for the trespassing and the lost of my wife ring they told me and wife that we needed to take it with the vender about reimburse my wife for her weeding ring and giving us back our first, last, and security deposit since me and my wife don't feel safe in that house since you're violating our renters house by not fixing us notice or anything. I explain it to Arbors Management company why I do i need take this to your vendor when it is with you that me and my wife have a meade agreement with not your vendor which me and my wife don't even know the name of know the name of . i explain it to them it's like telling you job to pay bills you owed to the a lender when the. when your job never sign to any agreement with your letter the person . they told me they are not going to reimburse my wife with her weeding or give us our First, last, security deposit and threat is if we live we be braking the lease agreement which was already broken when they decided to give their maintain guy the master key to our renter home so they need to be held accountable. my wife have bad anxiety, and depression which have got worse due to Arbors Management violation of entering our home without permission or notice . Sir/ Maam. all we asking is for, Arbors Management inc to refund us with the amount we have giving them and for the replacement of my wife weeding ring for we really don't feel safe and want to leave but cannot for Arbors Management holding the return of our first, last and security deposit and my wife wedding ring Arbors need to be hold accountable for violating hour renters rights. property

  Business response

  03/03/2023

  We are extremely sorry to hear of your frustrations while moving into your new home. Our goal with everyone is to ensure a 100% satisfactory experience. Any maintenance items that still need to be addressed can certainly be handled. We've assigned a new vendor to handle any outstanding maintenance items to ensure the property is satisfactory. With that said, if there is anything left unattended to, please submit a maintenance request through your resident portal and the appropriate Portfolio Manager will take the necessary steps to resolve it! 
  
  We are also very sorry to hear that you are missing personal property. All of our vendors are fully insured for liability coverage. We've worked with many of our vendors for many years and theft is 100% unacceptable. With that said, the vendors are not employees of Arbors Management Inc and therefor the best course of action would be to directly communicate with the vendor whom you claim is responsible for the theft. If you're unable to find a resolution you have every right to take legal action with that vendor. 
  
  Should you wish to terminate your lease agreement, please refer to section 1.13 that outlines all steps to do so. We are sorry your experience thus far hasn't come to meet our high standards and hope that we can resolve any issues you have moving forward for a smooth remainder of your residency. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Arbors management to manage my rental property. Their supposted to do a background check and screening with refrences. This tenant started not paying rent after 3 month became current started making partial payments. I was being told by Arbors to be patient this tenante is credible. I became very doubtful that the tenante was a good match because of late payments. Everytime I became doubtful Arbors told me to be patient I was like ok. here comes her new lease Arbors told me to renue her lease because she will be getting rental assistance. they even sent me a letter saying her rent will be good for over a year. I said ok I will sign. She should have never been recommended to resign due to the payment history.Once the new lease was signed here comes late payments again. I am saying to myself its not hard to fiqure out this woman can't afford living in my house. I then became concerned about the condition of the house. I wanted a inspection done. I was told I had to wait until she was due. meanwhile she was months behind and they did a insection in December 2022 I was told the house is not in good shape and the tenante had multiple animals in the home that are not on the lease. I was told not to renue her lease. by that time I wanted to look for myself. My house was damage in such a way it wil be thousands of dollars before it can be rentend again. Doors of the hindges and cut beyond repair holes in the walls and the wall to wall carpeting all has to be removed. their was no power in the house and appears to be nobody living in it.A neighbor told me the woman who lived there moved out month ago. I mentioned it to Arbors that the woman they rented my house to is no longer there. I am sure they didn't investigate. The tenate left behind furniture and trash destroyed the yard trash just every where and Arbors tells me it happens and its unfortunate and I owe them $500 for legal fee's and if I wanted any repairs done I need to put money in my account.

  Business response

  03/03/2023

  Hi ****** We are sorry to hear that you are not satisfied with the services we have provided for you thus far. Rental property investment has inherent risks and while we do our best to mitigate those risks, we cannot completely eliminate them. We'e reviewed the residents application and screening and have determined they did meet the screening criteria when they applied. Unfortunately due to the coronavirus pandemic, this particular resident fell on hard times. We worked very closely with the Emergency Rental Assistance Program in order to get unpaid rent paid to you in excess of $11,000 in rental assistance. We perform yearly inspections and at the time of renewal, which we give a recommendation but ultimately your decision, the unit property inspection shows it was in satisfactory condition. We obtained your permission to engage with the attorney in order to legally take steps to remove the resident from your property. Now that we've been successful in removing the resident and avoiding thousands of dollars in additional attorneys fees for you, the attorney's invoice is due. We didn't wait for you to make the contribution in order to proceed in engaging the attorney as we understand that every day matters in working to get the property back to producing income for you. 
  Unfortunately the property will need some work in order for it to be rent ready again. We are currently working to obtain some quotes for your approval. Our policy is that before we are able to approve that work for completion, funds need to be available to us in order to pay for the services of those contractors. All the while we are not charging any management fees or up-charging on any of the contractors invoices. We see managing your property as a partnership; when you make money, we make money. When you don't make money, we also do not make money. 
  
  All that being said, if we've completely lost your trust in managing your property we can shake hands and part ways amicably. Our goal is to make sure you are 100% satisfied with your experience with us and if we can't do that, we want you to be able to have a trusted partner that can. We will do whatever we possibly can to ensure you are happy even if that means losing your business. 

  Customer response

  03/17/2023

  Better Business Bureau: I received the message from arbors management it's totally understandable. The management company is supposed to management the property by doing inspection. Not only the house was left in very bad condition. The tenant didn't even follow lease rules the house was filled with animal cats dogs and other animals the tenant did not list any animal when she signed her lease. Failure on Arbors to bring that to the tenants lease agreement. The picture of the water tank. Shows water around the bottom that's due to no utilities on in the house during winter months another missed Failure on the company maintenance of the property. 3rd a picture of a bedroom ransacked after a vendor who was to give a estimate on the price to clean out the home. This contractor rubbished through the entire house looking for metal that he could steal and leave the property in a bigger mes than it already was. This just shows the lack of management and control of their business practices. Arbors feels like they are not responsible for anything 
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.

  ]
  
  Regards,
  
  ***** ******

   

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since February 2022, i have been dealing with a ant infestation. After trying to treat them myself and then also contacting an exterminator, I reached out to you hoping to resolve the issue. As it has been 14 days and the issue has not abated, I have scheduled an appointment with Terminix given that they apparently have speciality with ant infestations. However, before I go forward with this appointment, I am reaching out to you one more time. I have followed all of the necessary steps that you suggested as well as what the exterminator suggested. The ants are crawling all over my furniture in every room of the house, with the exception of the bathroom, they have essentially taken over my kitchen as I have seen them crawl all over my cabinets and even on appliances, which is incredibly unsanitary and deprives us of our right to enjoy a meal in the area designed to do so. I have also seen ants in all three bedrooms, dining room, living room, kitchen, and attic. Finally, and most upsetting, I've seen ants crawling on my young children. I have not been able to sleep well for weeks I’m fear that they’ll crawl into one of my child’s ears, nose, or even bite them. I am reaching out once more in hopes that you will formally resolve this issue. My home should be a place of peace and my family has been suffering this whole time. Landlord sent exterminator 2x to spray outside but not to look at the inside or the foundation to pin point where ants are coming from. I only been in my residents since January this year it is now July and something needs to be done.

  Business response

  07/06/2022

  Hello,

  We are very sorry about the ant problem you are having in your home and wish to resolve this as best as we possibly can. As you indicated, we did have pest control service the property once you informed us of the issue. It is common practice to ensure there are no obvious access points around the perimeter of the home. We would be happy to continue treatment for the interior as well. That being said, you've recently informed us that you have already contracted with another pest control company who will be servicing the location and rejected the service that we offered. As a result, you will need to fulfill your contractual obligations to the company that you entered into a contract with and allow them to service the property in hopes that they are able to resolve the ant issue you are experiencing. 

  Should the pest control company that you contracted with be unable to resolve the issue fully, please do let us know so that we can follow up with the pest control company that we typically use.  

  Sincerely,

  Arbors Management Inc. 

• Initial Complaint

  06/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am the former tenant of a property managed by this company. Per the terms of the rental agreement, I was required to maintain utilities through the duration of the lease. I was assured that the utility company had an established a contract with the company (People's Gas) to "revert to landlord). After moving out of the home (**** ********* *** *********** ** *****), however, there was no such contract in place. Because the gas meter is located inside the residence, the gas company refused to close out my account until they had access to the home. The landlord and the management company have denied access. Hence, I am incurring ongoing fees. (The lease ended 5/31/21.) Included below are the "move out instructions verbatim. " UTILITIES: It is your responsibility to maintain all utilities through the end of your lease. DO NOT terminate the utilities prior to the end of your lease." Arbors contact: ******* *******************

  Business response

  06/14/2021

  We are sorry to hear of your troubles. Typically residents do not have any issues terminating service upon moving out. We always encourage our residents to schedule the utilities to be terminated in their name ahead of their move out date so there is no last minute issues that may arise. The gas was transferred back into the owners name on the same day we were notified of the issue. We thank you for your understanding and wish you the all the best in your new residence.  

  Customer response

  06/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I apologize for my delayed response as the BBB was filtered to my spam folder. I want to bring to Arbors Managements attention that the gas still appears to be in my name in the Peoples Online Portal.I have received (attached) my final bill, which will be automatically deducted from my checking account on the 21st per routine. Please confirm with the landlord that the account is in his name as I do not wish to receive any additional bills for this property.

   

  Thanks,

  Aidan

   

  
  Regards,
  
  Aidan Porter

  Business response

  06/21/2021

  ** ******

  We appreciate you bringing this to our attention and attaching the final bill you received. That's very helpful. We can confirm that the service at this property has been transferred into the owners name and this is indeed, as indicated, your final bill. You will not receive any additional bills for the gas service at this property. It is my understanding that your account with Peoples gas will still remain accessible should you choose to transfer/establish service at another property or ever need access to your account in the future.

  Thanks and have a wonderful day. 

*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. ↩