ComplaintsforFogelman Properties, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope this letter finds you well. I am writing to address a matter of great concern regarding the living conditions in my unit at Stewarts Ferry Apartments, I have been a resident here since March 22, 2023 and unfortunately, I have been experiencing persistent issues with spider infestations throughout this period.Based on research I have done, I know that spider infestations can be due to foundational and sealing issues within the building. We have gone above and beyond to create solutions to this problem first hand and are desperate to leave these inhumane conditions.Despite my efforts to address the matter by contacting the maintenance team and using recommended pest control measures, the infestations have not been adequately resolved. This ongoing problem has significantly impacted my quality of life and created an environment that is no longer tolerable.I understand that the lease agreement outlines the terms and conditions for lease termination, but I believe that the continuous presence of spiders in my unit constitutes a breach of the implied warranty of habitability. This warranty ensures that tenants have the right to live in a safe and habitable environment. The repeated infestations have made it difficult for me to enjoy a comfortable and healthy living space, and I am left with no option but to seek an amicable resolution. I kindly request your understanding and support in allowing me to break my lease without incurring any fines or penalties. I believe that this action is warranted due to the ongoing nature of the problem and the impact it has had on my living conditions.I appreciate your prompt attention to this matter and look forward to resolving it in a manner that is fair and reasonable for both parties. I am hoping that from a personal standpoint you can understand this issue from your own point of view and the type of living conditions you would want for yourself. Thank you for your understanding and cooperation.

  Business response

  12/04/2023

  **************** transferred on site earlier this year and had several maintenance requests in as well as a request for pest control. Maintenance completed her work orders in a timely fashion and she was put on the pest control log every time she requested service; they come every Thursday. On October the 10th I pro-actively reached out to her via email to see if her work orders were completed and she thanked me and told me that they were completed. I hadn't heard back from **************** until this past Friday, December the 1st, via the same email she sent your office.  This morning I emailed **************** and offered her a lease break without penalty; I'm waiting on a reply.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been placed from my residence every year since 2018. I have been left with a faulty air conditioning unit that has become inoperable every single year. Last year I was displaced from my home for well over a month because of this issue. Then later in the year, my entire roof caved in on the lower level because of a water leak from the unit. So much of my property was destroyed. I was again displaced from my home. Now it is September of 2023 and once again the air conditioning unit is inoperable forcing me out of my home once again. I am disgusted by the business practices of this organization.

  Business response

  10/23/2023

  The complainant has decided to vacate the premises on October 31, 2023, terminating her lease.  The complainant agreed to forego the sheetrock repairs until she vacates the premises.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please dont move here, I loved my apartment at first and there would be a ***** or water bug whatever they are, MAYBE once a month alright cool. Now all of a sudden there is a HUGE infestation of bugs daily. I have put in maintenance and orders and they just get closed without any one coming out . I have purchased ***** spray which kills them but they still come in multiples and on any given night if youre outside you can find hundreds of them scattered all over the property.Also, all of a sudden there are huge spiders and my son was bit twice by them and due to his allergens he has 2 bites the size of golf ***** which he has went to the doctor and is being treated for. This was the final straw for me, which has caused us to stay at my moms for the last couple of days because its just unacceptable. The office never answers the phone and due to my work schedule I am not able to just go up there. I want out of my lease asap because this is ridiculous and my son who is 5, WILL not be living in these conditions having to go to school like this.

  Business response

  09/07/2023

  The pest control issues the resident referenced were just reported yesterday.  Pest control was contacted and is addressing the issue today.  There have been issues with receiving rent in a timely manner from this resident.  As a courtesy the option to vacate has been presented to the complainant.  She will need to communicate with the onsite office about her intentions. 

  Customer response

  09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I would like to add that my rent has nothing to do with the ROACHES this property has! But you all have a great day and please fix this for future residents. THANKS!

  
  Sincerely,
  
  ***********************

  7717 ********** 204

  *********, ** 28262

  
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at ********************* (owned by Fogelman) between FEB 2020 and JUN 2023. I failed to notify management that I would not be renewing my lease within a timely manner. As a result, I was charged $1,690+ insufficient notice fee which would be deducted from my original security deposit of $2,005. Nearly 2 months after moving out, I still had not received my refund difference of $300+. I contacted management who advised that the agent I originally dealt with was no longer around, and they'd contact Accounting for an update re: my refund. A couple days later, I was told my $300+ check would arrive soon, and a separate check with the difference would follow, implying they were following the ** Statue. Nonetheless, I was also notified that I was still being charged the $1,690 insufficient fee which would be due immediately as a one time payment or sent to a collections agency.I STILL have yet to receive my refund which further shows the lack of urgency on their behalf. This should've been overnighted at this point. Due to their gross negligence, I am *********** a full refund. Therefore, how can I reasonably be refunded for their failure, yet simultaneously penalized for it? Where is the culpability on their end? How can I be penalized for negligence but not them for the same? Are we not governed by the same rules? This is outrageous hypocrisy and an unfair outcome for me.

  Business response

  08/30/2023

  All residents are required to provide a 60 notice if the decision to not renew their lease has been made.  Clause 3 of the lease clearly states an insufficient notice fee will be charged.  The complainant submitted her notice to vacate on June 20, 2023, and vacated the premises on June 29th, 2023.  A deposit refund check #**** for $2005.00 was processed and sent via ***** (Tracking ID ***************.  A balance of $1691.52 remains on the account for insufficient notice.  A copy of the lease agreement is attached.

  Customer response

  08/30/2023

   
  Complaint: 20524188
  
  I am rejecting this response because:

  I am not disputing what your lease stipulates re: the insufficient notice fee. I am stating the fact that it's now been more than 60 days and I have yet to receive my refund for unknown reasons, is grounds for you to reconsider your policy in this case. Level the playing field as there was negligence from both parties involved. How can we compromise in this case?

  
  Sincerely,
  
  ************************************************

  Business response

  08/31/2023

  As a goodwill gesture, because of the refund delay, a credit of $313.48 will be applied to the account's ending balance.  The new balance owed is $1378.04.  No additional adjustments will be made.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I emailed the office and maintenance 16 days into my signed lease stating that my *************** bill was $256 for 16 days. Since then, to date maintenance has not repaired my AC unit and my current electric bill is $1356 from May 2 to July 19 with August being $550. So thats a total of $2000. *************** came out and did an energy report which stated my unit was using 118 kWh and that my AC was not cooling how it should. I gave the office the energy report in my bills and they have done nothing except tell me that my AC is working and they cant replace a working unit. On top of that there is an infestation of cockroaches and the parking lot in front of my building floods when it pours down rain to a foot of water, and if your car sits low, it will flood out. Not to mention if you have company over I need to leave you will **** through nasty water. And the office and property manager has done nothing about that either and in fact, said it was the landscaping peoples responsibility?? I am looking for Fogelman Properties to pay the remaining balance on my *************** bill.

  Business response

  08/21/2023

  The issues noted in this complaint are being addressed.  The apartment has been treated weekly and was inspected by the pest control supervisor last week.  A landscaping contractor is scheduled for today to determine what measures are needed to prevent the standing water.  As for the comments made about the air conditioning, it is working properly.  The temperatures during the time mentioned were ****** degrees daily.  The heat index ranged from 110 to 120 degrees.  Air conditioning units are designed to cool 15 to 20 degrees below the outside temperature.  A unit set to 74 degrees will constantly run during those types of conditions using more electricity.  The request for energy payment reimbursement cannot be granted.

  Customer response

  08/21/2023

   
  Complaint: 20490447
  
  I am rejecting this response because: I was concerned with the cost to run electric here 2.5 weeks after moving in. I done my part, I contacted dominion energy and got their report. I submitted it to the office and I waited for days/months basically up until now for maintenance to come figure out what is wrong. I never received a response from my last work order. No one ever checked it there was a hole in duct work in the attic. There is window unit Ive been running for 2 months. The numbers youre using to justify a working A/C unit are extreme. Its like if you were carrying state minimum required auto limits on your caryoure covered but if you cause damage to a $100k car youre gonna be underinsured. So yeathe A/C is working but youre still going sweat inside your own house and pay even more to do it. I specifically asked the average cost of the electric for a 3 bedroom before moving and the response lead me to be believe the average cost was normal. $200- $250. No one ever checked my duct work here. That would leave me paying more for possible holes that Fogelman should have addressed. 
  
  Sincerely,
  
  *************************

  Business response

  10/11/2023

  The complainant has since vacated the unit without notice breaking her lease.  A $500 electric bill credit was offered, and the complainant declined it.  

  Business response

  10/11/2023

  Date Sent: 10/11/2023 11:07:23 AM
  The complainant has since vacated the unit without notice breaking her lease.  A $500 electric bill credit was offered, and the complainant declined it.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since July 30, I have experienced problems with my air unit not working at all in my apartment. Surprisedly, maintenance did do their duty and look at my unit to let me know that it was dead and would have to be fixed that following Monday(July 31st) and placed a portable air conditioner inside of my living room. They did fixed the ** on that Monday and because of this, removed the portable **. Less than 5 days later, on August 4, my air thermostat went back out again. With temperatures rising to over 100 degrees, I contacted emergency maintenance to leave a voicemail(because they never answer the phone) and also contacted the leasing office to ensure that maintenance came by. Maintenance did come on August 5. I was not home when they arrived. I came home later that day to see that they again left a portable air conditioner in my living room due to my ** thermostat not working. On August 8, I noticed that my maintenance issue had the status of call. I contacted the leasing office and someone stated that I WOULD see a maintenance man that same day to fix my issue. Currently on August 10, my ** is still not fixed. I only have a portable ** that only keeps my living room cool. When temperatures spike over 90 degrees outside, I am extremely uncomfortable and I have to take preventative measures to ensure that my cat does not overheat. I have always dealt with issues with both the office and maintenance at Lincoln. I am extremely tired of having to consistently call to ensure that my matters are resolved. Not having CONSISTENT cool air with hot temperatures flaring is an extreme issue and I hope to get this finally resolved ASAP. I hope that this can be of some assistance of getting my issue resolved. Thank

  Business response

  08/11/2023

  The onsite team has been actively working to resolve this air conditioning issue.  On July 29th an issue with the a/c was reported.  A portable was placed in the unit due to the compressor going in and out.  On July 31st the unit was checked again and found to be working properly.  The portable was removed.  On August 5th the compressor failed again, and a replacement was ordered.  The portable unit was reinstalled.  The compressor was scheduled for replacement on August 7th, but there were severe storms in the area preventing this outside repair from being done.  There have been storms in the area all week preventing the installation.  Maintenance currently is installing the new air conditioning unit. We apologize for the inconvenience but have been diligently working toward this resolution.

  Customer response

  08/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

  , ** 38016

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ** unit broke in June and was out of service 5 days. On July 11 the ** broke again and it has not worked correctly since then. The property doesnt even respond to work order requests any more. I had to buy 2 portable ** units myself at over $800 just to have 30% of my apartment comfortable. My electric bill last month was $593 for a 2 bedroom apartment because the ** literally runs 24 hours per day along with the 2 temp ** units. The property did nothing for weeks, then changed the evaporator coil but it still isnt working and not keeping the apartment even remotely cool. It gets to 80 degrees and the humidity is above 70% constantly. For reference, ** cooled spaces such as the gym on property is 70 degrees with 50% humidity. I have been extremely patient but I have lost all my patience.

  Customer response

  08/07/2023

  I had a typo in my request. I want my rent stopped in August, at the end of this month vs. October.

  My requests are:

  Fix AC

  Stop rent on 8-31-23

  Cancel early termination fees/reletting fees.

   

   

  Business response

  08/10/2023

  Our ***** Regional President is aware of this matter and has communicated with the complainant.  With the excessive heat in the area the air conditioning is doing what it was designed to do.  Air conditioning is designed to lower the temperature 15 to 20 degrees below the outside temps.  With 100 degrees plus days the air conditioning can only do so much.  The portables that were mentioned belong to the complainant.  The excessive humidity is being caused by vents being closed as well as the doors to certain rooms being closed.  The a/c will not bring the temp down until the humidity is out.  This was explained to the complainant who refused that explanation.  This unit was inspected by several individuals as well as our corporate HVAC certified representative.  Coils were cleaned, coils were replaced, and an outside compressor was replaced.  The inside thermostat was set to 70 and the inside temp was 70 and the outside temp was 91.  We understand that the complainant has decided to relocate but no fees or rent will be waived.

  Customer response

  08/10/2023

   
  

  From the CONSUMER:

  Sent 8/10/2023 4:18:37 PM

  Read by ********************* on 8/10/2023 4:19:11 PM

   
  Complaint: 20425299
  
  I am rejecting this response because my apartment has never reached 70 degrees in the last 3 months.  The property never told me or asked me to turn off the portable ** units and if they did, I would love to see the record of that communication.  I exchanged emails with the ** today and told him I would turn off the portable ** units and try that so to say I rejected that idea is COMPLETELY FALSE and a Lie!  Of course the portable ** units belong to me because I bought them after the ** failed.  Keep in mind the ** went out on the 11th of July.  They did nothing until the 18th.  The regional maintenance person showed up on the 18th and the evaporator coil was changed on the 20th.  At no point after that they did tell me to shut down the portable ** units or that the ** units were causing the issue.  You are correct I chose to move out!  Why would I stay and live in a place where the ** doesn't work. 

  Based on my history with the property, I fully expected them to reject my request because they could care less about the residents.  This is not a surprise.

  I completely reject this settlement because they are offering ZERO for all of the inconvenience, excessive electric bills caused my the **, and the fact that I am literally moving due to this ** issue.  

  I still hold to my request with one exception: I will pay the rent through September 30th.  No reletting fees. 

  
  Sincerely,
  
  *********************

  From the CONSUMER:

  Sent 8/10/2023 4:22:59 PM

  Read by ************************************************************** on 8/16/2023 12:40:43 PM

  In addition to my previous message: ask the property why the workout room and the office and my neighbors apartments are always at 70F and comfortable if the **'s are only designed to be 20 degrees below the outside temperature?  So the workout room should be 80 degrees all the time but it is always 70F!  This makes no sense.  The discharge air coming out of the vent should be ***** cooler than the room temperature, not 20 degrees cooler than the outside air.  For example, if the room is 75 F, the discharge vent air will be ***** degrees.  

  The assistant manager lives in a unit on property.  Is her apartment 80 degrees?  I bet not!

  Is the office 80 degrees?  No it is not!

  From the CONSUMER:

  Sent 8/13/2023 9:12:11 PM

  Read by ************************************************************** on 8/16/2023 12:40:52 PM

  I removed the portable ** units on Thursday as they requested.  I was out of town but when I got home on Saturday afternoon the temperature was 75F versus a setpoint of 72.  The thermostat on my refrigerator was 77 and the humidity was 64%.  

  The air out of the discharge vents was 67 degrees which means it isn't achieving the ***** degree drop that a good operating ** should be.  

  My electric bill I received yesterday is $624!  This is because the ** doesn't work and runs 24/7!  Last month was $593!  This is for a small 2 bedroom apartment! Ridiculuous!!

  The following was sent to the property manager and ** with supporting pictures.

  On Sunday morning, at 8 AM it was 70 degrees vs. a 70 set point. 

  At 9 AM, it was still 70 but the ** started running.

  By 10:45, the ** could not maintain the set point.  It was 71.

  At 12:30, it was 72.

  At 1:18, it was 73.

  At 2:26 it was 74. The humidity was 63%.

  At 2:30 I went to the workout room on the property.  It was a nice 70F with 48% humidity. 

  At 4:15, it was 75.

  At 6 PM, it was 76.

  It is now 8:00 PM and it is still 77 and the humidity is 61%.

  I was told my the Vice President in email "This is all your going to get!"  

  That is an exceptional customer service response!  I guess I should pay half my rent since the ** works half as good as it is supposed to and tell them that...."That's all your going to get!"

  My neighbors have relatively new outside units.  There is a brand new outside unit on the main office building.  But I'm told they have done all they can, when I have one of the oldest outside units on the property!

  I stand completely by my claim.  This property has not done all it can!  They have not changed the outside coil and the ** is not working correctly.  

  This ** has not worked properly since July 11th.  It is now August 13th!  

  My claim remains: 

  1.  Fix the **

  2. Stop my rent at the end of August.

  3. Cancel my reletting fees for all the inconvenience I've lived with in the last month.  I've paid $1100 in electric bills because of the properties inability to fix the **!  

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

  Show Business/Consumer submitted responses ONLY.

  Customer response

  08/10/2023

  In addition to my previous message: ask the property why the workout room and the office and my neighbors apartments are always at 70F and comfortable if the AC's are only designed to be 20 degrees below the outside temperature?  So the workout room should be 80 degrees all the time but it is always 70F!  This makes no sense.  The discharge air coming out of the vent should be ***** cooler than the room temperature, not 20 degrees cooler than the outside air.  For example, if the room is 75 F, the discharge vent air will be ***** degrees.  

  The assistant manager lives in a unit on property.  Is her apartment 80 degrees?  I bet not!

  Is the office 80 degrees?  No it is not!

  Customer response

  08/13/2023

  I removed the portable ** units on Thursday as they requested.  I was out of town but when I got home on Saturday afternoon the temperature was 75F versus a setpoint of 72.  The thermostat on my refrigerator was 77 and the humidity was 64%.  

  The air out of the discharge vents was 67 degrees which means it isn't achieving the ***** degree drop that a good operating ** should be.  

  My electric bill I received yesterday is $624!  This is because the ** doesn't work and runs 24/7!  Last month was $593!  This is for a small 2 bedroom apartment! Ridiculuous!!

  The following was sent to the property manager and VP with supporting pictures.

  On Sunday morning, at 8 AM it was 70 degrees vs. a 70 set point. 

  At 9 AM, it was still 70 but the ** started running.

  By 10:45, the ** could not maintain the set point.  It was 71.

  At 12:30, it was 72.

  At 1:18, it was 73.

  At 2:26 it was 74. The humidity was 63%.

  At 2:30 I went to the workout room on the property.  It was a nice 70F with 48% humidity. 

  At 4:15, it was 75.

  At 6 PM, it was 76.

  It is now 8:00 PM and it is still 77 and the humidity is 61%.

  I was told my the Vice President in email "This is all your going to get!"  

  That is an exceptional customer service response!  I guess I should pay half my rent since the ** works half as good as it is supposed to and tell them that...."That's all your going to get!"

  My neighbors have relatively new outside units.  There is a brand new outside unit on the main office building.  But I'm told they have done all they can, when I have one of the oldest outside units on the property!

  I stand completely by my claim.  This property has not done all it can!  They have not changed the outside coil and the ** is not working correctly.  

  This ** has not worked properly since July 11th.  It is now August 13th!  

  My claim remains: 

  1.  Fix the **

  2. Stop my rent at the end of August.

  3. Cancel my reletting fees for all the inconvenience I've lived with in the last month.  I've paid $1100 in electric bills because of the properties inability to fix the **!  

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

  Business response

  08/18/2023

  It is unfortunate that the complainant did not accept our response.  We respect his decision to vacate but no additional comments are warranted, and the termination fees will apply.

  Customer response

  08/18/2023

   
  Complaint: 20425299
  
  It is unfortunate that FOGELMAN doesn't value their customers and really unfortunate that they don't address equipment issues on their property in timely manner.  I will pay their fees.  I don't consider this matter closed and DO NOT **CEPT their position at all and as far as I'm concerned this complaint can remain open forever. 

  I'm only paying the fees because obviously I don't want this to affect my credit BUT FOGELMAN is an irresponsible company that cares nothing for their residents and it is unbelievable to me that they refuse to offer any settlement at all after my ** was literally not working for 30+ days.  It is obvious that the outside unit on my apartment is one of if not the oldest one on the property BUT they have new units all around the main building.  This shows they don't care about residents. 

  There are many things they could have done to resolve this quickly without issue.  I've been very patient with them despite not having a working ** and FOGELMAN offered NOTHING for the inconvenience!  I have been a resident there for many years and have never even been a day late with payment.  I've been a good resident and they have literally offered nothing for the trouble and inconvenience I've experienced. I'm sure treating residents poorly, without empathy, with no compassion, and without apology is NOT the way FOGELMAN became successful over the years, but that is exactly how the company operates based on my experience.  

  I'm sure as soon as I move out, they will change the outside unit completely and have the ** working perfectly.  I will make sure I go by the apartment routinely to take a picture of the new unit once they install it so I can have more documentation and proof.  

  FOGELMAN's customer service is an absolute joke.  They truly don't care about the residents at their property.  

  
  Sincerely,
  
  *********************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have found this apartment complex in *******, which was handled by Fogelman Properties at the time. We are family of 3ppl(2 adults and 1 child) - and wanted to rent 1 bedroom at the time - we were told by the leasing manager that by ******* rent laws 3 people can only rent 2 bedroom apartment, which is what we did - which I just found out recently not true! Horrible management!!!!

  Business response

  07/11/2023

  Our occupancy policies and guidelines are to allow two people per bedroom.  Fogelman no longer manages this community as of December 29, 2021.  Due to the sale of the property, we cannot review the specifics of their application.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hall ***** apartments. I'm not renewing my lease after July 17, due to the reasons explained below.There's mold in this apartment. Previous owners did mold testing in November, but I didn't find out the results until January 2023. My lawyer had to contact front office for the results. I didn't know the mold was bothering me until I went on vacation in April and noticed the difference on certain symptoms. I just found out in June that I actually have Aspergillus in my body which is one of the molds in this apartment. The washer smells like mold(reported more than once) and ******* said it smells like mildew but it wasn't replaced just spray added. The air smells like dirty socks or cheese sometimes and only lemon spray was sprayed in the vent. Leak in bathroom and mold growth but the mold was just wiped, then later scrubbed off the wall once it came back. My charges went up without a notice. Per contract (******* said it was voided by previous employee but **** pulled my contract up in November when we spoke about the mold testing)there's no charge for trash, sewer, pest control and water. The previous company also fixed the charged for the garage. There's 2 apartments here with the same sq ft., only difference was the garage. The garage apartment was higher than the one without the garage. So why is there another charge for the attached garage when it seems like it's already included in main pricing for this apartment. I'm assuming my prices changed again upon your arrival because I didn't take the review down about the mold. Some way somehow my review on bbb was hidden from the public until after the turn over. There wasn't any bad language or anything within the review to be violated of posting. Maybe they knew someone in the bbb office or could call to get it removed. Due to my health I have to get out of this molded apartment because *********** can cause death. Along with charges added outside agreement and notice. But mold is the biggest factor.

  Business response

  07/17/2023

  Fogelman assumed management of Hall ***** apartments on March 22, 2023.  After reviewing the service request for the issue listed above, it was determined that the issues regarding mildew were taken care of in May, by our onsite team.  We had an additional request submitted regarding an HVAC repair on 6/21/23 that was also handled by our onsite team on 6/22/23.
  If there are any additional questions or concerns regarding billing, please let us know and we will be happy to review to ensure that these are entered accurately.  We make it a priority to resolve issues our residents are facing timely and efficiently.  We apologize if we did not meet your expectations while staying at your apartment home at Hall *****.  Please reach out if you have any additional questions that we can assist you with.

  Customer response

  07/19/2023

   
  Complaint: 20259498
  
  I am rejecting this response because: the mold wasnt handled. The leak from sink caused mold under sink. The first time it was wiped and peeled off. The second time(faucet being replaced) the mold was scrubbed with a brush. Both times the mold came back. You cant treat mold by wiping/scrubbing it because it comes right back. Washer only received some type of lemon spray and mildew/mold smell went ********** or two & came right back. Which I already told ******* this isnt the first time the washer been reported and she smelled it  something herself. She told me she would check how to replace it but she never got back with me on replacing it but that didnt happen. I also did a mold test on the washer as well & it showed different types of mold from it. Hvac filter was replaced and that was it. Nothing was handled properly. The leak behind the toilet wasnt handled as well. The wood behind toilet was worst after leak from sink. 
  Sincerely,
  
  ***********************

  Customer response

  07/19/2023

  Washer

  Customer response

  07/19/2023

  Behind toilet 

  Customer response

  07/19/2023

  Behind toilet 

  Customer response

  07/19/2023

  Under sink

  Business response

  07/20/2023

  We were provided the air quality testing that was completed on 11/28/22 which states that there was no indication of unusual mold conditions & based on those results there was no further testing needed at that time.  Since assuming management of Hall ***** Apartments.  The issues that were brought to our attention are listed below with the completed dates, per our records.
  5/14/23: 4 separate tickets were put in by the resident;leak under sink, washer smells, garbage disposal smells, & apartment smells. We came out to look at the issues on 5/19/23.  The area under the master bathroom sink was treated with moldicide and we also replaced the faucet.  This was all completed by 5/26/23.
  6/21/23: service ticket entered for ac not cooling. Completed on 6/21/23
  No further request on the most recent service ticket indicating smells or mold/mildew in the apartment. We apologize this was not completed to your satisfaction.  Your feed back is valuable to ensuring we can address issues promptly in the future.
  

  Customer response

  07/20/2023

   
  Complaint: 20259498
  
  I am rejecting this response because: Even though the result from the testing says no unusual mold, it doesnt mean no mold at all. Mold also grow over time. No need to go back & forth about it because Im no longer there. 

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business removes autopay from resident portals on their last month of the lease and then charges then $150 late fee's. The property manager said it was policy and that it wasn't her problem. I paid the fee, but this is fraud.

  Business response

  04/05/2023

  The resident payment portal is set up and controlled by the resident.  The start date of auto pays, stop date of auto pays, the form of payment and maximum amount that can be paid are ALL controlled by the resident.  In May of 2022 the maximum amount that could be paid thru this account was $2000.00.  The resident had a balance on May 1, 2022 of $2017.00, so the payment wouldn't process due to the max ************ A late fee was charged and waived for this resident at that time.  On May 5, 2022, the resident increased their maximum payment amount to $3000.00 and entered a start date of May 5, 2022, and a stop date of March 31, 2023.  There are two lease holders and it is possible ********************** wasn't aware that this change had been made, but the property did not stop his automatic payment.  It stopped on the date set up in the system.  Our policy is to waive a 1st time late fee as a courtesy.  This courtesy was extended in May of last year.  We are sorry that this happened, but this was the sole responsibility of the resident.

  Customer response

  04/05/2023

   
  Complaint: 19895253
  
  I am rejecting this response because: The rent is actually due on the 1st of every month but your system has a delay in collection automatic bill pays. I called your office on May 3rd 2022 and spoke with ******* and asked if I needed to make a manual payment or if I should allow for the automatic bill pay to push through. She informed me to wait because she didn't want me to be billed twice and said nothing about the $2,000 limit at the time. Then the 4th came and I had a late fee. I called the office again, and spoke with ******* she had me come down to the office so that we could figure out what happened. She discovered it's because there was a limit set at $2,000 - our monthly rent is $1865 mind you. She said she would fix it since she was the one that told us not to pay it the day prior. 

  Then again on our LAST month of living their your team sends out an email saying that your system is being updated or changed and to bring a check to the office. Then later send out another message that everything is fine and autopay's should work as normal. All of a sudden surprise surprise our autopay is removed from the system and we're charged a late fee on the 4th of April. I asked for a courtesy removal removal because of the issues with YOUR systems. No one sets up autopay to pay 12/13 months and ignore the last month of living there. Then because management has changed and ******* didn't place any notes in your system it looks like I didn't pay my bill on time. The new manager *** and the lady at the front desk ***** basically tell me to kick rocks because it's not their problem. Your team needs to reevaluate your payment systems, place better notes on tenant accounts, and take a look at the customer service provided on site.

  
  Sincerely,
  
  *******************************

  Business response

  04/17/2023

  The resident keeps referencing the amount of his rent was $1865.  The resident portal pulls the balance on the account, not just rent.  The rent was $1865 plus $20 in pet rent, $65 internet, plus water and trash.  His limit was $2000, but his total balance was $2017.39.  The lease holder increased the limit amount to $3000 and set a date for the ach to expire on March 31, 2023.  It is unfortunate that he is not accepting of this answer, but this was not a system error.  

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