ComplaintsforOld Dominion Realty, Inc.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been renting from Old Dominion for 6 years now and recently advised them that I will not be renewing my lease (April 30). I received a text message yesterday (5/5) requesting to show my rental property on Monday. I agreed to them coming just to later find out they entered my home while I was at work and with my 17 year old daughter coming home to strange people lingering in the parking lot. The same person who requested to show my house on Monday said nothing about showing it yesterday and if it wasn’t for my mother living across the street and noticing someone coming into my house, I would have never known. It’s an invasion of privacy and trespassing. This is still my house until June 30th. Also I have had issues with one of their agents ***** ******* over the years. She is the one that made this arrangement without letting me know. Her lack of customer service is unacceptable. Another incident that occurred a couple years ago was my garbage disposal not working. We called in a request for maintenance to come check it but prior to them coming my father and I fixed whatever the issue was. Old Dominion tried to charge me $75 because they do not have 24 hour maintenance and had to call an outside vendor for repairs. I refused to pay it because prior to them “editing” my lease in 2019, there was no mentioned of appliance repairs being the responsibility of the tenant. To this day, that $75 is still on my account and with me moving in less than 2 months, I know they will take it out of my security. Another occasion I came home from work to find my water disconnected because of repairs without any notification and remained off until approximately 9 pm that night. Since moving here, I have saved every email and text message in relations to dealing with them. All these matters need to be discussed with their owner and I don’t mean his son in law ****. I feel targeted and the invasion of my privacy was compromised. Thank you!

  

  Business response

  05/10/2022

  ******* ********** is correct that there was a mix up showing the rental unit she occupies. Attached find a log of messages between ODR Property Management and ******* ********** that is date and time stamped. On 5/5/2022 at 6:08 pm ****** ********* (new employee of 45 days) sent a message indicating that we had made a mistake and apologized for the oversight. There was no malicious intent. A new employee made a mistake and the employee apologized.Regarding the garbage disposal and the $75 charge, ******* ********** made a request to have the garbage disposal worked on. In the interim she and her father fixed the issue, however, she failed to notify ODR Property Management that they fixed the issue. ODR Property Management sent a contractor to the unit and the contractor did not find an issue. The tenant requested the service and failed to make notification that the service was no longer needed. That is the reason the tenant was charged $75 for the trip the contractor made to fix the garbage disposal.Regarding the water disconnection please see the attached message log and note that on 4/24/2018 at 6:07 pm ******* ********** was notified that there was a main water line leak in the building and that plumbers were working on it. She was also notified in that same message that it would be between 9 & 10 before the water was turned back on. ODR Property Management does not have control as to when water leaks happen and the issue was fixed within 3 hours of notifying the tenant.

  Customer response

  05/10/2022

  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. This is in no way ******** fault.  She stated that *****  booked the showing for last Thursday so ***** should have contacted me prior to booking the showing not ******.  ***** should have apologized not ******.  The reason I believe ***** didn’t contact me is because she has avoided me like the plague since I called her out on her lack of customer service when it pertained to $75 maintenance charge for the garbage disposal.  (Reason for me believing we were targeted.  She thought she could do what she wanted now that we gave our notice to moving out)I’ve worked in customer service for 25 plus years and have never had to deal with such unprofessional people.  Old Dominion is a multi million dollar company and shes arguing over $75?  My original lease did not state that tenants were responsible for any maintenance whether the contractor they brought in did work or not and if this wasn’t the case why was my lease changed to now state the tenant is responsible?  If they could hold me responsible why was it changed.  I do have both leases and can prove the change was made.   Is this how they conduct business in the south because I’m from *** ****** and have never seen a lease change just to stick a tenant with a maintenance bill.  As for the water being off, I have no email or text message stating it was a water break issue.  If this was the case, why would I have called?  

  

  Business response

  05/12/2022

  Please see the attached email sent to ******* ********** today. ***** ******** has apologized for the miscommunication and has refunded the charge in question.

  Customer response

  05/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Please also note that I do not want anyone in my house for showings until I move out on June 30th.  I also want to state that upon me moving, I will take pictures of the house so there is no funny business in which they keep my security check.  Sadly it took 4 years for this refund and a week to get an apology so trust has definitely been broken.  Regards, ******* **********

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