ComplaintsforSouthern Management Companies, LLC

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My front door was damaged in late October by an unknown person, to the point that it could no longer be locked or closed. As this was an unsafe living condition, I called the front desk and after multiple phone calls eventually they placed a brakcet on the door that could be locked via a padlock. The way this was set up, it was possible to be locked in to the apartment by anyone outside the apartment. This happened nearly two weeks after the initial incident that damaged the door and the apartment complex still had no plan or schedule for when the door would be repaired or replaced and as such my boyfriend drive down to replace the door himself. This door could be locked via deadbolt but was still undersized and while improved from the initial "repair" it was still not up to fire code and was unsafe. I attempted to contact the front desk multiple times to ask when it would be replaced but after two months of not having a front door that was up to code and safe, I paid to break my lease and moved out. The final bill included a charge for replacing a "closet door" that cost over $1,800 with no mention of the front door. I emailed them asking for an explination for why replacing this supposed closet door cost almost $2k but I was never answered. I feel confident that they are trying to charge me for the front door that they should have replaced while I was still living in the apartment and hiding it as a charge for a closet door

  Business response

  03/21/2023

  March 20, 2023 
  Dear Dispute Resolution Team: 
  Southern Management has received the letter regarding ******* *****’s Case #********.  Upon review of the concern, the following has been determined: 
  On 10/31/2022, ******* ***** contacted our Resident Services Center after we reached out  regarding a request to repair her apartment door. *** ***** informed us that a guest in her  apartment kicked the door in causing it to brake. She acknowledged she would be responsible  for damages. A service technician responded immediately and placed a bracket on the door  temporarily while we placed an order for a new door. During that time, ******* *****  removed the damaged apartment door, discarded it, and replaced it with a door she  purchased on her own. We informed the resident that she would still be responsible for the  replacement of the actual regulated door.  
  *** ***** has since vacated the apartment moving before fulfilling her lease obligation. Prior  to moving, we informed her of the estimated price of the new door. Because our original  apartment door was removed and damaged by Leaseholder, *** ***** would be responsible  for paying the cost of door replacement. An invoice is attached showing the cost to replace  and install the door. Payment may be submitted to Southern Management Companies ****  *** ******* **** ***** *** Vienna, VA *****. 
  We find that this matter has been adequately and sufficiently addressed. Additionally, ***  ***** may contact Resident Relations at *** ******** should she have further questions or  concerns regarding this matter. 
  Sincerely, 
  ***** *********  
  Resident Relations 
  Southern Management Companies
  

  Customer response

  03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Notice that the invoice states entry door, not closet door. Also notice that the invoice was dated 1/26/23 when the initial damages occurred 10/30/22. The company spent 3 months not repairing the damages in any way and instead left me in an unsafe living condition as I did not have a front door that could lock and that front door was not up to fire code. They have been dragging their feet during this entire process and I did not feel safe at that apartment at all, hence the move. I don't know why it took them 3 months to repair the door nor why they attempted to claim it was a closet door in the initial invoice. I have no idea what they're talkinga bout in regards to my "guest"; they also repeatedly claimed I had someone living with me (I did not, I lived there alone). I really wish they had just fixed the door when this occurred and we could have avoided all of this

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

• Initial Complaint

  02/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved in ******* ***** owed by southern management I became sick with Covid in August through September had surgery witch had me out of work for about two months that’s when I got behind in my rent I made arrangements boy pay band signed a payment plan after they received the first payment they call me and said they no longer offer this payment plan so I had applied for rental assistance through Baltimore city got approved and southern management refused to accept the offer that they was giving them after southern management gave me the information for them .the manager here is very rude and demanding this lady have called me at work several time asking me why do I have people helping when am I going to pay and then had the nerver to say I need a payment before the date I gave her that I would be paying like ******** charities told me to do she then ask when I get how offended do I get paid I find this to be very uncomfortable unprofessional as well as asking me can I borrowed from my 401k this lady have caused me to have anxiety issues because shanking how am I getting food and how could I get furniture when I owe them money I get food from the food bank the furniture is from a gift I have reached out to there resident relation and nothing is begin done at this point all I get is well when u going to pay or what you going to do but nothing is said it done about there management team they have here it’s very disrespectful to have someone that’s not even you mom question buoy about your personal things at this point I don’t know what to do but seek legal help it’s harassment at this point 

  Business response

  03/21/2023

  Hi *****,

  We thank you for sharing your concerns and experience at ******* *****. On March 9th, you discussed these concerns with a resident relations team member at our corporate office. Though, we cannot share information on internal affairs and how we address complaints involving team member, we ensure that we are handling this matter with care. Unfortunately, it appears there still may be some unresolved feelings or questions you seek answers to. If you still have questions regarding rental assistance, collection practices, eligibility for payment arrangements or other concerns, please contact our Resident Relations Department at ************. 

  Again, we thank you for you sharing your concerns and continued residency. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently reside at ************** and have lived here for over 10 years. Over five months ago, I started experiencing stench in my apartment. I had communicated with the former manager several times about the issue.. they told me they could not find anything wrong..instead, a maintenance technician brought a plug in air fresher which was very strong fore and gave a headache due to migraine and asthma conditions that I have. The former manager had put in a work order to open the walls in the kitchen to check if it is a pipe linkage. I have been trying to send emails buy I get error message in response that email address is wrong. I used the same email thread from previous conversations. Not sure if I have been blocked.I also tried posting on resident communication board, but my post did not go through..it says it is pending. I went on and sent a work order at the website. I received an.email that the work has been completed with no details. The stench is still there. Please advise on what I should do next. I have had increased migraine flares due to the odor. I have not received any calls or emails from the assistant manager or new manager. I spoke with the assistant manager twice in about two weeks and she promised reverting to me but I have not heard any word from her

  Business response

  02/16/2023

  Dear Dispute Resolution Team:
  
  Southern Management has received the letter regarding ****** ******’s Case
  #********. Upon review of the concern, the following has been determined:
  
  On December 28, 2023 our property manager and service technician responded to a call from
  #*** regarding an odor in the apartment. Work orders were reported on September 19 and
  December 19 of 2022. Each time the technician inspected the kitchen thoroughly,
  troubleshooted fans on the roof, and determined that there was no sign of a stench in the
  apartment. As a final step, we have scheduled the Corporate Safety Manager to inspect the
  apartment home on February 16, 2023.
  
  We will communicate directly with ****** should any additional information or finding
  emerge. She may also contact Resident Relations at ###-###-#### should she have
  further questions or concerns regarding this matter.
  
  
  Sincerely,
  
  
  
  ***** *********
  Resident Relations
  Southern Management Companies

• Initial Complaint

  12/23/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On Two separate occasions I’ve requested a direct deposit change in a timely manner and both times payroll has dropped the ball, causing irreparable damage to my emotional and mental health as well as my financial standing with my creditors. No one seems to care. It’s Two days from Christmas and this has happened again. I don’t even have gas in my care. This need to be addressed immediately. My family is suffering because of these consistent mistakes and the situation has yet to be corrected. Please help me. I am a veteran , I’ve served my country.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On October 3, 2022, I spoke to ***************** (**** ****** property) about the walk-thru on my apartment. She stated that they will have to charge me $120.00 to paint my apartment walls. No problem. I asked her if they can take the total out of my security deposit and she said that they will be able to do that. I have yet to receive the remainder of my security deposit and a close out statement from my move out. I emailed ***************** and ***************** on September 8, 2022 to give them my new address in Massachusetts as the address provided on the move out form in August 2022 was no longer valid. I also sent a follow up email to ***************** again on November 3, 2022 to ask her if my new address was provided to corporate and no response. Do I need to hire an attorney for this?

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 22, at 6:00 am, I parked my car at ******************* as I have been doing since my mother moved to the complex in 2020. When she moved in, **** ***** apartments advised her that my sister and I were welcome to park in (a) designated visitor spaces and (b) any space that does not have a blue and white resident numbered space in front of it. Neither my sister and I live with my mom, who is in her 60s, but we are both her nearest family and visit her quite frequently.My mother and I left her home at 6:15 am Fri - 7/22 to catch a flight for her upcoming birthday July 25. I frequently spend overnights, park in the same space, and have never had any issues until recently. Upon returning yesterday, July 27, I found my car had been towed the morning before - Tuesday, July 26. Today, Thursday July 28th, my mother, ****************** who is a **** ***** resident, and I went to the leasing office for clarification regarding parking policies in addition to her numerous maintenance issues, which she will address separately from this complaint. When she signed her lease in 2020, I was present, I have read her lease, I was with her when she toured the property. The leasing agent we worked with was an older gentleman that lives on the property, who distinctly told me that I could park anywhere EXCEPT where there was blue and white signage. Today, the assistant property manager, Ms. D**************** basically denied that they had any wrongdoing, and she says there's nothing they can do about the alleged miscommunication. Ms. D******************, today, stated that you can park anywhere on the property between 6 am and 10 pm, but after that you will be towed. This is not in the lease nor on the towing signage. Attached is a picture of where I was parked at the time of towing and where I have always parked since my senior mom moved in. Had my mother, who is a resident, been properly informed of the parking regulations at lease signing, I would not have parked there.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I’ve attempted contacting management to no avail, and have been left with continuous “we’ll call you back” or something bordering having a conversation with their property manager and getting back to me. Prior to this I tried contacting resident relations to absolve the issue much easier and they word for word just accepted what the property manager had to say not only that no one came out to investigate or properly ensure that the claim had no concrete evidence against them that could proceed further if a lawsuit was to be taken place soon after. While they are found guilty of not following regulations they company does not want to go forward and absolve the issue without hassle behind it.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The new management at *********** House is diminishing the quality of this facility with no regard to the residents. I have a laundry list of complaints, however, this complaint is solely about our elevators. I have been resident for 4 years and have witnessed the quality plummet. My first issue is with specifically Elevators 2 & 3 of the building. The inspection certificates have expired as of 05/07/2022; which expired over 3 weeks ago. This is very concerning whereas we are a family community with the majority of our residents being senior citizens. Not following standard building and state codes and protocols puts residents at risk on a daily basis. When I discovered the expired inspection certificate, it reminded me of the times when my guests and I have been stuck in the elevator (where the emergency buttons do not work) and how often our elevators just simply won't work. Leaving residents no option other than to take the stairs; which is not handicap friendly. It's unfair and a true disservice to the residents here who pay monthly for a quality living environment when we have not had quality. In addition to the operational and maintenance issues, my second issue is cleanliness. Especially in the midst of a pandemic, which is still a concern in all of our lives, the elevators are disgustingly unkempt as well. As I am aware residents are individuals, management still has a responsibility for the constant upkeep of the building. It is absolutely unacceptable that we have to continuously ride in elevators with urine surrounding us. These are not isolated situations, but a consistent problem and no notices have been communicated to residents. Again, the new management is diminishing the quality of this facility with no regard to residents. The residents here are also beyond disgusted with the dismissive temperament of our Property Manager. Seemingly, the only consistency you can expect here is an unsatisfactory living experience.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Me and my brother use to rent from one of Southern Management properties, (Gateway Gardens). We had to vacate the unit due to back rent and there was a balance left. I ********* has been out of work since 2019 due to the pandemic. I work in the health field. So since I have finally returned to work. Myself and my brother called the cooperate office to try and to set up a payment plan to pay off left balance. We both spoke with the same rep who name is ****. **** has been unprofessional in trying to get this process started. He has made threats that I can not stay with my sister who also rent form Southern management. "Stated that he will reach out to her property management over there to have me kicked out". He also has hung up on my brother who called to speak on his own behave about the balance and setting up payments. **** answer was that he receive calls like this all the time when it come s to payment arrangements. I explained I am not everybody and that I just returned to work. Myself and my brother are willing to pay previous balance we accept that responsibility, but will not like to deal with ***** He is unprofessional rude and does not represent the company well. Also we are trying to see the payment agreement before sending over initial payment so we can verify terms and agreement. **** stated we will not receive any documentation until will give a payment. I pretty sure you don't send money not without verifying a legal binding contract. **** also stated to my brother that I have been avoiding his calls since 2020. Which is impossible because Southern Management didn't have any updated contact for me to reach out. I will like information or advice on the best possible way to go about handling the matter. Also if there some else that we can deal with to settle this debt besides **** so me and my brother can handle this matter in the most professional way.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into the ********* at ****************** managed by Southern Management Properties 15 July 21. In the first week I had to report a couple of times about no hot water in the apartment. On the third complaint, they discovered a hole in the boiler. In the next couple weeks I had to report it twice more, where they discovered a clogged hot water pipe. Hot water was fine for a couple weeks until 26 Aug where a maintenance tech came in and reported after 3 min that the water was hot. (I was at work.) Finally again on Saturday the 28th after my SO took a shower, the apartment was out of hot water. Each time I reported it, and informed the employee of how many times this issue has come up, the impression I recieved was that this was not a a big deal and repeated issues did not suggest a larger problem.

  Business response

  10/04/2021

  September 30, 2021 

   

  Dear Dispute Resolution Team: 
  

   

  Southern Management has received the letter regarding ****** *****’s, Case# ********.  Upon review of the concern, the following has been determined: 
  

  On August 28, 2021 our service technician responded to a call from #*** regarding the absence  of hot water in the apartment. The technician changed the clogged filter, troubleshooted the  system and fixed the concern. The water temperature is set to 125 degrees and we also  replaced a mixing valve. Since then, we have monitored the apartment and have not received  any additional reports from the resident. 

   

  We find that this matter has been adequately and sufficiently addressed. *** ***** may contact Resident Relations at ###-###-#### should he have further questions or concerns  regarding this matter. 
  

   

  Sincerely, 
  

   

  Be-Be H******** 
  Resident Relations 
  Southern Management Companies
  

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