ComplaintsforArnel Management Company

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This management group sent over a payment notice for charges to refurbish the apartment i moved out of, like carpet replacement etc. though they are adding an additional day of stay which i didnt, and thats fine ill pay but the notice states i have only 10 days to pay over the phone using the numbers provided. when trying to do so for 7 days straight and calling multiple times a day leaving several messages, they refuse to pick up and answer any of my calls to pay this bill.

  Business response

  03/20/2024

  We mailed the complainant a collection letter since they owed a balance after they moved out. They owed one day of rent because they were supposed to move out and turn in the keys by February 18, ******************************* the keys until February 19, 2024. They were also charged for cleaning to the unit, carpet replacement due to stains on the carpet, and also their pacific water and power balance. Our collections department mailed out the letter to the claimant with their name and phone number to be contacted. After checking with our collections department they have not received any messages from the claimant. We ask that the claimant reach out again to our collections department so that their outstanding balance can be resolved in a prompt manner.  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a guest at the ****************** apartment complex. I went to visit my friend for less than an hour. I parked in a guest parking spot. I walked out to my car being gone as it was towed. Their reason was no permit. I was parked on a guest parking spot. I have a dash cam to prove it. I checked the Arnel Private Property parking rules and it says nothing about guest parking needing day parking permits and it also doesnt say anything on posted parking rules signs. I had to pay for the wrongful towing that was $546. I need reimbursement for this because it was a wrongful tow and the towing company said they had authorization from someone. They didnt want to disclose who that person one because theyre protected from ********** code. Whatever that means. But Arnel needs to post guest parking signs and not tow vehicles. I will continue to fight this. I will go to court if I have to. The towing company is **************** out of ********* **.

  Business response

  02/01/2024

  ***************************** is a private apartment community. There is a sign at the front of the property that states what the parking rules are and that violators of the rules can be towed. As it states in the picture of the sign with the parking rules that the complainant posted all vehicles must be registered parking prior to entering this property. The sign also states residents are responsible for making sure their guests are aware of and follow all written and posted parking rules. All residents have been informed of the guest parking rules and they have been in effect for over one year. Additionally, the picture of the parking rules that the complainant posted are not accurate. Arnel does not use West Coast for its parking. In this instance, there is a system in place where residents have to order a guest parking permit for a guest. In this instance, the resident did not order a guest parking permit for the guest and that is why the vehicle was towed from the property. The resident in this instance is fully aware of the guest parking program and how the procedures work as the resident frequently uses the parking app to request guest parking permits but failed to do so on this occasion. Therefore the car was towed from the premises.  

  Customer response

  02/01/2024

  There is no signage anywhere on the property about any new rules or regulations. As it states on the parting sign residents are responsible for making sure guest are aware of and follow all written and POSTED parking rules. There is nothing POSTED about guest parking rules. This property fails to meet and address the property guest parking rules, as it should be posted. 

  Business response

  02/02/2024

  The complainant doesnt seem to understand how parking on private property works. As previously stated, there is a sign at the front of the property with all of the rules. The complainant said it themselves in their second response, written rules. The sign at the front of the property is posted and the rules are written. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/5/23 I moved out of Cinnamon Creek Apartments. My lease states I should have received my security deposit back within 21 days. I have not received it as of yet. I have called multiple times to ask for an update and have not been able to speak with anyone regarding this matter. I have left several messages and have not received any call back. I would like an update on when I will get my deposit back.

  Business response

  01/15/2024

  There was a mistake on our end in terms of mailing the security deposit refund to the correct forwarding address after the complainant moved out. We were able to locate the correct address and will be mailing the security deposit refund check to that address.  

  Customer response

  01/20/2024

  I still have not received my deposit or any explanation from Arnel. I did receive a call asking for my mailing address which I gave the day I told them I was moving out. Again I provided the address and still nothing has been received. 

  Business response

  01/23/2024

  The check is being mailed this week to the address we have on file.          

  Customer response

  01/24/2024

  It has now been 7 weeks since I moved out. The lease clearly states I would receive my security deposit within 21 days, as the law also states. This is ridiculous on Arnels part. They require their renters/tenants to have automatic payments to pay rent, they charge late fees, they require a deposit to move in and they cant even give that deposit back as they should. This company needs to be held accountable for their actions. It is not fair in todays economy to be waiting for your own money to be returned from such a big company who clearly does not care about their customers. This business just lies to get business. 

  Customer response

  02/07/2024

  Yes, I have finally received a check. Although it is not the amount of my deposit. They did not refund the whole amount and kept some of my money stating they needed to charge me a cleaning fee. I was not made aware of this fee and the lease did not state anything about such fee. Again, Arnel just takes advantage of their tenants. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to speak with someone regarding filing a complaint against Arnel Management Company as well as ask for an investigation into past applicant cancellation requests. I was informed by their agent ******* that the ************************* rejected my application to their property in the ***************. He encouraged me to keep the hold money with them and he will transfer my application on another property's waitlist that is lower in rent. I was informed by the property manager in the Orangewood property that there is no vacancy. Another agent that worked with *******, ****, asked me if I wanted to keep my name on their waitlist or cancel and be refunded the hold money. I said please cancel. This was within the same conversation with ****. This happened in late October. I received a letter from Arnel Management Company, date stamp November 17, stating I cancelled passed the 72 hours and they would keep all my hold money. The only number and contact information listed on the letter does not have enough numbers to qualify as a valid phone number. May I please have someone contact me as to how I can go about submitting a complaint and request for further investigation into their business dealings, particularly with applicants who have English as a second language.

  Business response

  12/08/2023

  On 10/06/2023 the applicant paid the holding deposit for her application. It was approved by ** on 10/10/2023. However the housing authority did not let the applicant know that they werent approved until 10/25/2023. After this the applicant requested a refund of the holding deposit but this was well beyond the 72 hour time period to cancel and request a refund. However since this is a unique situation as it relates to the involvement of the housing authority for approval, we have decided to issue a refund for the applicant. 

  Customer response

  01/10/2024

  I am requesting that this complaint be reinstated because although the file stated the business responded and stated they would refund the hold money back to me, its 12/21/24 and I have not received said refund or any written communication to confirm when this refund is expected to land in my account or mailbox from the business. Another concern I have is the document they are referencing. Per all the documents I was given a copy of in my Arnel Management folder, none of them contained this contract with the language they referenced in their original letter keep the holding money. I would like a copy of this document that they are referencing.
  

  
  

  Business response

  01/10/2024

  As previously stated in our first response, due to the unique circumstances involved in this application which involved public housing assistance, we are going to issue the holding deposit refund even though the applicant did not cancel within the 72 hours as required by the holding deposit agreement. At this time we need the correct address from the complainant so that we can mail it out to them. The complainant did sign the holding deposit agreement on 10/06/2023 which states that if the applicant is approved, you have to cancel within 72 hours to get your deposit back. The applicant was approved and did not cancel within the 72 hours. 

  Customer response

  02/15/2024

  Hello,

   

  I am writing to request that this complaint remain open until resolved.

   

  After requesting the case be reopened due to the lack of follow through from Arnel Managements original statement to BBB that they will reimburse the holding fund, ***************************** from Arnel Management left a voicemail on January 10, 2024 stating 1) again that the document signed by me with the 72 hour notification language was not upheld, 2) they did not have my mailing address on file to send the holding reimbursement.

   

  1. I kept every single signed document, post it note, map of the apartment complex with handwritten notes in my file. None of which contained a copy of a document signed with the 72 hours notice language imbedded in the document. That alone was a convenient oversight on their end regarding protocol.
  2. As stated previously, once the management personnel stated there was no vacancy and offered to return the holding fund, we immediately stated yes. Another violation of not honoring their word.
  3. Although ******************************* voicemail stated they did not have my mailing address on file and unable to send the holding fund, as provided in the original complaint, a document was mailed to me on 11/17/2023 by ***************************, Resident Relations Coordinator stating their refusal to return the holding fund guaranteed by their management personnel. Supporting my request to re-open the complaint due to their delay tactics in following through with their statement to BBB.

   

  I ask that BBB please help me in communicating with Arnel Management and relay the information Arnel Management stated they need in order to honor their commitment they stated in the original complaint. Below is the mailing address they stated they did not have in their system, written verbatim from the letter they somehow were able to mail to me, despite their statement that their system did not have said information.

   

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

  843 ************.

  *******, ** 92806

   

  Thank you.

  
  

  Business response

  02/21/2024

  As previously stated in our first response, due to the unique circumstances involved in this application which involved public housing assistance, we are going to issue the holding deposit refund even though the applicant did not cancel within the 72 hours as required by the holding deposit agreement. We were waiting for the complainant to verify their correct address with us before mailing the refund. Although I called the complainant over a month ago and left them a message stating we need to confirm their address so we could mail them the refund, we never heard back from the complainant. The complainant did sign the holding deposit agreement on 10/06/2023 which states that if the applicant is approved, you have to cancel within 72 hours to get your deposit back. The applicant was approved and did not cancel within the 72 hours. Now that the complainant has confirmed their address with us we will be mailing the refund to that address this week as a customer service gesture due to the public housing assistance component of the complaint.  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arnel management company showed me and my husband a clean, healthy model apartment but, on move in day I got the keys to an apartment that was not what they showed us. Shortly after moving in my husband was dead. I moved my dresser from the wall and found a hole forming of black mold. Living at the end I discovered from the kitchen to the bedroom wall was filled with black mold. I reported it and while my friend took me out of that apartment to a hotel for 3 days.. they put an ozone machine in my bedroom and painted over the mold. The sprinkler system leaks into that wall. Im on housing, so I didnt get the model, clean, habitable apartment, and The mold is back! Im complaining again and now disabled turning 65 and my husband gone, they are evicting me. Last week they towed my car. Going to court Arnel asks what does she want to get her to leave. What I want is my husband back and that the apartment gets red tagged.

  Business response

  10/26/2023

  We received an email from the resident on 10/18/2023 alleging that there was mold in their unit. We had a vendor check the unit today and did not find any mold in the unit. The vendor will be going to check the unit out again next week. The complainant has an unauthorized occupant living with them in their unit and in the last few months we have received multiple noise disturbance complaints because of the unauthorized occupant living in their unit. The complainant was served a three day notice to perform or quit but the noise complaints continued. The vehicle was towed because the vehicle is not registered with the property and it was parked in a spot where it was not allowed to be parked.  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an appointment to view an apartment at the Casa Madrid Apartments in *******. I paid $240 on 8/12 to hold the apartment however decided to not move forward and instead I asked for a refund same day which I was told not a problem. A week later I called again and asked about the status of the refund and was told I it would take a month since it comes in the form of a check. After a week I filed a dispute with the bank but was denied. I continued calling about once or twice a week and I am told there is a delay in the department that signs the checks and to keep waiting. On 9/27 after calling the corporate number yet again they told me to dispute with the bank and when I called the bank they said they couldnt dispute because the apartment shows enough evidence that it was a valid charge even though they are the ones that told me to dispute. I was also told that checks should be cut on 9/29 however I was told there is no change. I asked for something in writing but was told they are refusing to give me anything in writing but would definitely get the refund theres no way I wont get it yet its been well over the month I was originally told.

  Business response

  11/01/2023

  We are sorry for the delay in processing the holding deposit refund of $199.00. The $40.00 application fee is non-refundable. However we have confirmed that on 10/11/2023 the $199.00 holding deposit was refunded back to the card.  
  
   
  
  *****************************
  Claims Administrator
  
  Arnel Management Company
  ********************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My lease ended January 31st. At the end of February I finally received the move out paperwork and security deposit check, but noticed that the final ************* and Water bill of $83.81 was erroneously charged out of my security deposit. However, I had already paid that bill myself on January 24th. I have tried for over a month to contact the company to get that bill refunded to me. In the over 10 times I've called their corporate line, I either get transferred to another line that no one ever answers to leave a message for someone that never calls back; or I get told that that don't know who deals with the checks and "someone" will call me back. I just want to be refunded for the money they stole from me. I'm including images of the move out paperwork showing they took the bill amount out of my security deposit as well as the page of my bank statement from that month showing I paid that bill, the relevant line highlighted.

  Business response

  11/03/2023

  The complainant was not erroneously charged from their security deposit for the Pacific Water and Power bill. The bill that the claimant paid in ******* was the bill from December. That couldnt have been the final bill from PWP because they had not moved out yet. As the claimant stated, they moved out at the end of *******. The amount that was deducted from their security deposit was the bill from *******, not the bill from December which the complainant paid in *******. Arnel Management Company did not steal money from the claimant. Claimant just never paid the ******* bill so it was taken out of the security deposit.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at The Villager apartments in *******, ** managed by Arnel. I have a complaint about the manager of the apartment complex, ***************************************. ******* refuses to address reasonable noise complaints that impact the Right to Quiet Enjoyment of residents.On 11/26/22 I had an issue with a resident constantly yelling and playing loud music. It took several complaints to finally get this resolved. I was told by ******* that he would be lenient during daytime hours despite me explaining to him that I work from home and this impacts my job performance, thus impacting my livelihood and ability to pay rent.Today, 3/18/23 I began having an issue with another resident blasting music, impacting my ability to enjoy the space that I pay rent for, and again ******* told me (over the phone) that he would be lenient and brushed the issue off.My right to the quiet enjoyment of the space I pay for is being violated. This impacts my livelihood and health. Matters of excessive and offensive noise need to be handled properly, including evicting the resident in question if the issue persists. ******* needs to be replaced with somebody that will properly address these concerns in the future.

  Business response

  10/27/2023

  
  The residents that the complainant are referring to made some noise during the daytime but not that much. During the daytime residents are allowed to make a certain amount of noise. Its only later in the day, at night, that the residents are not allowed to make a lot of noise. Additionally, the residents the complainant is referring to moved out of the unit on 12/28/2022. Regarding the other unit from March, this only happened on one occasion and it was also during the day time, not at night. There has been no complaints since then. The real problem here is that the resident was working from home, during the day time.
  
  
  *****************************
  Claims Administrator
  
   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 13th I called and emailed around 12:56am when I woke up to my son drenched in water while sleeping in his bed from a leak in the roof, which soaked through his bedding and mattress. At 6:55am I called again requesting help, concerned for my sons health as he is immunocompromised, and spoke with ******* and asked what could be done about the $500 deductible which I needed to pay to replace the bedding and mattress. He informed that he would reach out to the regional manager and let me know.After several more attempts via phone and email, I finally went to the leasing office at 5:41pm on 12/15 and it was closed. (Hours posted-open until 6). I called the emergency line to share my concerns regarding the rapidly worsening leak at 5:48pm.While on the phone with the emergency line, an entire section of my ceiling completely collapsed, a piece of drywall fell on top of me, hitting me in the head, exposing fiberglass and drywall with black mold visible in numerous locations. At the time I was told an urgent message would be sent and to wait.Both my son and my safety now in jeopardy, especially with his being immunocompromised, and it was no longer safe to stay in the apartment. At approximately 8:35am on Friday, December 16th, the roofers came and asked if they could view the inside of my apartment because they also could not reach the management office. The roofer informed me that his company contacted the corporate office because they made several attempts to come out with no response, which he later found out was due to their company Christmas party. He also informed of 15 other apartments with roof leaks they were working on, due to old leaves piled on the roofs which had prevented the water on the roof from draining. Later that day they FINALLY started to fix it. Despite the manager advising I contact my insurance company to recover the loss that was THEIR FAULT, the refused to provide the report and because of it, my insurance denied the claim.

  Business response

  10/27/2023

  
  Under the lease agreement that the complainant signed it states that residents are required to maintain renters insurance. In the lease agreement we recommend that the resident maintains coverage for personal property as part of their renters insurance. Complainant states they put in a claim with their renters insurance. At this point whatever claim *** arise between the resident and their insurance is between them. We do not disclose anything or work directly with a residents renters insurance when they put in a claim. If complainants insurance ultimately decided not to reimburse the complainant for any losses related to the alleged incident that is between the complainant and their renters insurance. All repairs to the unit were completed as the complainant states. 
  
  *****************************
  Claims Administrator

  Customer response

  10/28/2023

  Providing the roofing report for damages to the insurance company was solely the responsibility of Arnel. It is impossible for me, a resident at the time, to provide a roofing report to My insurance company when it was never provided to me by Arnel Management.
  I am at no fault for the damage which occurred to the rental, I had insurance as advised in the contract, and reported it immediately. 
  It is at the fault of Arnel Management that I was not reimbursed by my insurance company because Arnel failed to provide the roofing report following the damage, which I had no access to. 
  My son and I were displaced from our home due to your poor and unethical response to this situation, I was forced to replace a mattress along with numerous other personal items, which would have been covered by my insurance company, had Arnel been ethical in their response.

  Failure to address said problems is a violation of California Civil Code Secs. ****, 1941. 
  
  The detailed documentation I withhold, which includes phone records, email documentation, pictures, as well as communication from my insurance company and lack thereof from Arnel will be sufficient enough to address in court. 
  

   

  Business response

  10/30/2023

  Arnel is under no obligation to provide any report to anyone unless legally required to do so. In this case there was no legal requirement for Arnel to provide an alleged report to anyone that *** have been involved. As previously stated this claim between the claimant and her renters insurance is between them. If the claimants renters insurance decided not to reimburse her for any damages to her personal property she needs to take that up with them.  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a holding deposit refund 07/09. They agree to the refund. I contacted *************************, he told me to contact ******. I called ****** three time in a 2 months and she was never in office. I left messages and she never calls back. I need my refund now.

  Business response

  10/07/2022

  Thank you ********** for bringing this matter to our attention. Your deposit refund was mailed out on October 6, 2022.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩