ComplaintsforCapital Square Realty Advisors LLC

• Initial Complaint

  07/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am seeking compensation for a Energy bill due to failed maintenance by Capital Square Living. In early June I put a request in to have my HVAC unit serviced as it hadn't been cooling as it should. I don't have access to this request as company changed maintenance systems. Maintenance (*****) changed the filter & instructed me to keep blinds closed. Unit still didn't work after svc. Another request was put in on 6/20 w/no response. On 7/10 I received my 1st bill from *************** for $1434.37 including June and July. Immediately I emailed property mgmt (******) expressing concern for my safety in the unit, the *********** over the invoices. She said a contractor would come out to service the unit on 7/12, no one came. On 7/13 after no response to my email and no svc of the unit I spoke w/ ****** in office. She assured me the bill would be "taken care of" she just wasn't sure if the company would credit my rent, cut a check or pay w/ the credit card. ****** expressed concerned that crediting my rent wouldn't fully compensate me as rent was less than the bill amount. Same day ****** sent a maintenance tech (********) who said the control panel was burnt & that week they had a similar issue in another unit -the unit caught **************** came out which ratcheted my safety concern. A window unit was placed in interim. On 7/14 contractor fixed unit. On 7/21 I was made aware that the company now will only be compensating me $900 due to the delay in getting ****** the bill even though the timeline of billing and when I received the bill was made transparent to her when she agreed to pay the full ******** requested the unit be svc'd twice. Also, Dominion is not charging any late fees until 8/1 so the total bill does not include. ****** now denies assuring me that the company would pay the total amount of the bill. Prior to the unit being fixed the typical daily kwh usage was ******. Directly after being serviced the daily usage went down to *****kwh at it's highest.

  Business response

  07/26/2023

  Capital Square Living took over management of ******************** on 06/15/2023. Former Management (BH Management) received several work orders from ********************* in unit #****-09 regarding allgeged **** concerns. BH engaged their in-house Maintenance team as well as hired an outside Contractor to ensure all issues were resolved. When the Resident inquired about a concession for any electric overages as a result of the **** concerns, a partial credit of $300 per month X 3 months for a total concession of $900 was approved to add to the Residents ledger. The Resident is dissatisfied with this offer and feels as though she should not have to pay any electric for these (3) months while also requesting any monies be paid to *************** directly as opposed to the customary practice of adding to the tenant ledger. After reviewing the provided invoices from the Resident, we cannot determine any excess overages without seeing at least (3) invoices prior to the affected service dates. Additionally, it appears the Resident has not been staying current with her bills and is incurring late fees with a balance forward from previous months. 

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  1.The concerns for the **** unit are not alleged as Capital Square Living(CSL) staff stated that the control panel for the unit was burnt as well as the heat structures were stuck in an on position causing the excessive energy usage (no fault of my own but, due to the unit not being properly maintained) please see attached email in regards to that. After CSL on site maintenance came out to service the unit initially, they assessed the unit and stated the issue was corrected by adding a new filter.However despite me stating it was still hot in the apartment maintenance asked me to close the blinds and give the temperature time to drop. Then, another request was put in for maintenance that was ignored. At least 30 days after my ignored request a contractor was dispatched to service the unit. 
  
  2.It was CSL property manager ****** who verbally agreed in office that the company would take care of it (In regards to the energy bill). Which is what led me to my conclusion of the bill being taken care of in its entirety. ****** stated that the company would either cut a check, use the companys credit card or credit my August rent. (which rent was less than the bill at the time) so she expressed concern for crediting the ledger. Those were the options that were given to me. I did not ask for them to cover the full bill. I did however make ****** aware that Julys bill was already at $500 and it was only July 12th at that point (Julys bill has been attached). None of the staff ever requested any other documentation besides the bills provided. Furthermore, per my previous conversation with The regional Director of Capital Square Living, ******** (which is attached) I stated that reasonably I know that personal usage would be deducted from concessions but, the company is honestly refusing to be transparent on how theyre determining said compensation. ******** said they were comparing the usage before the incident to the usage during the incident to determine concessions. When in actuality the hvac system has not worked for the entire duration of my stay at the complex so there wouldn't be a time before. I have provided in the complaint the documentation in the drop of usage from before my unit was serviced and directly after (which I offered to provide to ******** in email as well-see attached email) Now, CSL is requesting 3 months prior to the incident an impossibility as I have only resided in the apartment for 3 months. There is clearly a miscommunication between the staff and whoever responded did not bother to review the facts of the case. Im not trying to not pay my energy bill (as *** stated multiple times) but, it needs to be fair to BOTH parties as the unit malfunction is no fault of my own but, due to the negligence of the company. I am willing to pay my deposit amount that is rightfully, my responsibility but, why would I pay anything more when I was assured the company would cover the bill?
  
  3.Lastly, this fallacy about me being behind on my bills(s) is yet another indication that the individual responding to this has either not reviewed or doesnt understand the facts of the case. Yes, there is a balance  forward one because I didnt receive ***************** until June (which I made property management aware of) and there would be a forwarding balance because the bill has not been paid hence, the basis of this case. Dominion is not assessing any late fees and nowhere on the bill does it state late fees have been added. I am not nor have I ever requested any funds for late fees. It is unprofessional and negligent to make defamatory statements without a factual basis.  *********** is being intentionally difficult like theyre intentionally trying to cause emotional distress. *********** is outright ignoring all requests for further details in my response through email and solely focusing on moving me out of the complex (please see attached). I feel bullied and unsafe in this environment.
  

  I think a more fair and accurate assessment of my personal usage would be to ***** the time period after the unit was serviced which would be 7/15-8/21 to before service to determine compensation. Which that bill can be provided once it has generated.

  
  Regards,
  
  ***********************
  
  
  
  

  
  

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