ComplaintsforTownside Property Management, Inc.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Townside Property Management has failed to provide me with requested repairs to my exterior Siding. I have made numerous requests over the past two years. The problem continues to get worse. I would like to meet with a Townside Contractor who will provide them a quote to make the necessary repairs. I have sent numerous emails to **** ***** at Townside over the past two years. He has failed to respond to me by email or phone. I sincerely appreciate your help with this matter. *** ***** ***********************  Phone ###-###-####

  

  Business response

  01/30/2024

  To whom it may concern,The owner at *** ***** **** ***** has been communicated with multiple times regarding the rust discoloration on the stained siding. The siding on the units is made of cedar and is stained. The siding is original construction from the late 1980’s. The community management team at Townside was first made aware of “7 - Replace rusty and exposed nails in siding” on 11/29/2020 after taking over the management of ******** * * ***** **** that Fall in 2020.Upon receipt of a punch list from the owner, the board said they would place a work order to assess it.  A contractor went out and stated it was only an aesthetic issue and no action is necessary. I copied an email from 2021 which a board member sent the owner at *** ***** **** explaining the same thing. In 2022, the community manager shared this information, “This is a complicated request. Siding should be installed following best practices which would require using exterior nails. It appears that this was not the case. In order to replace the rusted nails, you may need to remove the entire board and reinstall, causing a disturbance with the boards around it. The board will ask someone to advise on how to repair this issue. Please understand that the response may be that it’s an aesthetic issue and not requiring a maintenance repair.”The owner in 2023 asked the board for the nail to be removed and the board said they would be happy to audit the siding conditions in the community but would not address an aesthetic repair that is a one-off which requires replacing an entire board of cedar siding and staining it. It would be more holistic and a better approach for the association to have someone write up all conditions of siding on each unit and consider a repair list at that time or wait until the replacement of the siding comes due which is in several years.The community manager and board members have also reached out directly to the owner at *** and encouraged him strongly to attend one of the quarterly board meetings to discuss his concerns. He has never attended a meeting since the management began in 2020.We hope this information assists with your inquiry.Regards,The Townside Team

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 1st, I submitted a maintenance request regarding the inadequate performance of the ventilation system in my apartment. The assigned contractor, who visited my unit a week later, removed what appeared to be felt or fabric from the vents but did not inspect the air filter or coil system. This issue persisted, and three months later, on Nov 28th, I submitted a second maintenance request for the same ventilation problem. The contractor, during the visit last week, informed me that the air pressure was weak and suggested that the air system may be old. According to the terms outlined in our lease agreement, when a tenant reports defects with the air system, a contractor is required to inspect both the air filter and coil system. It is perplexing that during the initial visit in August, the contractor did not adhere to this lease obligation by inspecting these critical components. This oversight has led to a recurring issue, and I believe it is unjust to be charged for maintenance that was not adequately performed. Additionally, I would like to address the challenges I faced in submitting the second maintenance request promptly. As a full-time student with two jobs, my schedule is demanding, and finding a suitable time for a contractor to visit during the day was a logistical challenge. I trust that these circumstances can be understood, and the focus should be on resolving the ongoing issue rather than questioning the timing of the request. I must express my disappointment with the treatment I received when I called to dispute these charges. The staff was extremely rude and interrogative, which added unnecessary stress to an already frustrating situation. These staff was extremely disrespectful and had poor communication skills.

  

  Business response

  12/05/2023

  Please find attached our response to the tenant in regard to the HVAC situation.I have also attached the invoices from the Technician and the photos of the condition of the filter and coils. The August service call did not warrant a filter change or coil cleaning since the filter was new at that time.  The cause for the air-flow problem in August was insulation covering the vent in one area. This was remedied by the technician. The tenant did not contact our office again until November of 2023, at which time the technician found an extremely dirty filter and coils.  Tenants are required to change the filters monthly, which clearly had not been done, resulting in the tenant charge to their account.****** *****COO/Head Bookkeeper *******************###-###-####

• Initial Complaint

  02/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed into a debaters agreement with a roommate whom was not able to keep up with rent and signed myself and another individual into his debt. I am being punished by my roommates delinquency and threatened with eviction and a tarnish onto my credit report. I would like to stop being penalized for my roommates irresponsibility. I moved in during November and began a renters insurance policy with my ******** insurance account per the leases requirements, and discontinued my renters insurance policy in January when I chose to move out without being able to begin courses at university as planned because of my roommates lack of accountability to covering rent. I covered our utilities debt in January which was overdue by several months when our water was cut off. I was not on the utilities account because of not being the owner of the lease agreement carried over by my roommate from his residency from 2021-2022. We have had a late fee incurred each month from my roommates carried over debt, as well as lack of payment towards a monthly rent since July of 2022. I have further information able to be provided upon further processing of the issue. My roommate always said he would have it covered, but each month it has worsened to the point the leasing agency is threatening my credit, and an eviction notice onto my record. I intended to keep up with rent on my portion even until this month with moving back home, and continuing employment to cover my bills. My roomate had a cat whom was not able to be fed, so between the unhealthy living circumstances, as well as financial instability that impacted the relationship to the leasing agency whom has imposed unfair charges to my name from a joint-lease, I am filing this complaint finally in order to avoid the leasing agency’s imposition of an eviction and credit damage to my name from continued court threats of our debt my roommate could cover. The leasing agency has put information of court threats in AWS format to screenshot. Unable to email.

  

  Business response

  02/13/2023

  RE:  ***** ******       Please find attached a copy of a joint/severable lease signed by Mr. ****** for 07/01/2022-07/08/2023.Please see section 1.9, Lessees/Guarantors Acknowledgement, identifying the lease as joint and severable. It has been explained to Mr. ****** that he and his roommates are jointly responsible for rent and that they are not individualized.  If rent is not paid, all persons are responsible for the debt including Mr. ******.  I have also included the Lease change addendum signed by Mr. ****** showing his responsibility when coming on to a renewal lease. Mr. ****** states that he has moved out of the property, however, he has not completed the appropriate paperwork for a roommate change, therefore, he is still responsible for the debt/contract of the lease.  This has been explained to him.  The tenants are responsible for all utilities, therefore, this is a separate issue between the tenants. Townside has followed proper procedures to collect rent on behalf of the owner and is in the process of filing an eviction with the court system for non-payment of rent.  All tenants are jointly responsible for the debt. If you require additional information, please let me know. Sincerely,****** *****Head Bookkeeper/COO

  Customer response

  02/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I need to negotiate terms of settlement and cancelation of the lease obligations. I do not have acknowledgment from the leasing agency if I’ll informed regards to the threats made against my up to date financial responsibilities. Regards, ***** ******

  

  Business response

  02/17/2023

  Mr. ***** will need to do a roommate change in order to be removed from the lease or he can do a sublease which would still make him financially liable for the lease if the subleasee does not pay.  We have those forms in our office for him to complete.  Mr. ****** signed a joint and severable lease- we cannot just let him out of a legally binding contract because his roommate are not fulfilling the legal financial obligations of the lease.  This has been explained to Mr. ******.  Mr. ****** will still be responsible for the financial debt through the end of the current lease or through the date that he finds a roommate to replace him.  He has signed all documents that explained the process of being add to a renewal lease and the lease contract obligations.  ****** *****Townside Property Management

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ended my lease with Townside Property Management on 07/28/2022. However, I was charged rent for the month of August on 07/29/2022 despite me no longer being on the lease. When I brought this to the company's attention, they tried to refuse me a refund. They tried to tell me it was my fault for not turning off my autopay. However, the autopay specifically says that once one's lease ends, they will no longer be charged and do not need to cancel their autopay. I took my card off of the autopay after this incident and removed all payment info from their billing site. However, they are still charging rent to my account for the lease that I am no longer on. I am not signed onto this lease at all yet it still says that I have rent due on the first of the month. They have a new lease that I am not signed onto showing on my account as well. I would like this company to stop sending rent charges to me as I am no longer on this lease as well as remove the lease that I am not active on from my account. I have attached photos of the charge that was billed to me for the month of August after my lease ended, as well as the current charge showing on my account, my old lease showing the end date of said lease, and a screenshot showing the new lease as active on my account even though I am not signed onto it (dated 07/29/2022-07/12/2023). I have also included a screenshot showing the terms of the autopay that the company did not adhere to when they charged me after my lease was up.

  

  Business response

  08/22/2022

  August 22, 2022**** *****The Better Business Bureau**** ******* ****** ***** *** ******** **    *****RE:  ***** *****         ID: ********Ms. *****:Ms. *****’s lease ended on 07/28/2022 on a roommate change.  The software system that we use still allows the tenant access to their previous rental account until we process the security deposit (which is done within 45 days of the lease ending date) and close out her account.  Therefore, Ms. ***** can still log into the account and see what is due.  Unfortunately, the software system will not stop her autopayment because it is considered an ongoing lease that she is being removed from on a roommate change for the 2022-2023 year.  This will stop once the security deposit is processed.Please find attached an e-mail from ***** indicating that she settled the rent payment issue between her and her previous roommate and that Townside will not be refunding the rental payment.  We are scheduled to have her security deposit processed this week and once that is done, the system will no longer allow her to log into the portal to be able to see the rent charges for the property that she resided at.  If you have any questions, please let me know.Thank you,****** *****Head Bookkeeper*******************###-###-####

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have contacted Townside over 3 weeks ago for a broken water heater. they say they are going to call back and they never have. have called many times. they have been out to look at it a few times and always an excuse, no parts, waiting for the installer etc. etc. Student housing called a few days ago and they were told that they have the new water heater and would be calling tomorrow, That was a few days ago now. This is the second Property that I lived in with town side and they took advantage of us there also. In that situation we reported the sliding glass door had condensation btw the glass, nothing was ever done and a month or so later when the glass broke on a very cold night we had to pay for it. Still taking cold showers and now they want to replace it with an electric instead of Gas which will not work so well with 4 room mates

  

  Business response

  08/05/2021

  Complaint #************ ********** **** ******We are in receipt of the above-mentioned complaint.  Our response is as follows:The tenant contacted our office on July 11, 2021, stating that the hot water was not working.  We sent a contractor to light the pilot in the gas hot water heater.  The tenant contacted our office again stating that the hot water was not working.  We sent a contractor on July 14, 2021, to check the unit.  The contractor (******* ****** ******* * ***) advised that we could try replacing the “Pilot Light Assembly” or replace the unit.  We do not own any of the properties that we manage, so we had to contact the owner to obtain authorization.  The owner instructed us to replace the Pilot Light Assembly, which the contractor did.  This did not work, so we contacted the owner once again and obtained approval to replace the hot water heater.  The recommendation from the Homeowners Association is to replace gas unit with electric units.  The contractor was authorized to replace the hot water heater (converting from gas to electric) as instructed by the owner.  This requires a Town Permit and adding breakers to the utility box.  Unfortunately, as a result of the pandemic, our contractors are experiencing delays in obtaining parts, equipment and scheduling availability.  The contractor will be replacing the unit on Monday, August 9, 2021. We informed the tenant as information became available to us, including the date the unit will be installed. Due to recommendations from the Homeowners association, the owner will not be installing a gas unit.  At this time, the owner has not authorized us to give a rental rebate as Lease Addendum A, Section 4 states “PROPERTY MANAGER/LESSOR is not responsible for any damages incurred by the LESSEES that may be due to the interruption or malfunction of an appliance or fixture provided to LESSEES, including but not limited to damages resulting from a delay in maintenance response, or delay due to back order of replacement parts.  PROPERTY MANAGER/LESSOR is not responsible for damages incurred as a result of malfunction of any appliance, and LESSEES assume any risks, or damages that may occur associated with the use of the appliances.  PROPERTY MANAGER/LESSOR EXPRESSLY DISCLAIM ANY WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE FOR ANY APPLIANCES PROVIDED; PROPERTY MANAGER/LESSOR FURTHER DISCLAIM ALL OTHER WARRANTIES WHICH ARE NOT EXPRESSLY INDICATED BY THE LEASE.”We have taken all appropriate action to remedy this situation. If you need any further information, please feel free to let us know.**** ** ****** ***Property ManagerTownside Property Management###-###-####

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