ComplaintsforFPI Management

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Office manager and maintenance supervisor are married as in a couple or otherwise in a relationship

  Business response

  07/08/2024

  Hello, 

  Can you please provide the name and address for this community? Thank you for the clarification. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Were a tenant on one of their apartments in ******, **, The Bridges at ****************. We haven't had a working A/C since June 12th, which was the same day we requested for a repair they responded 2 days after that it will be repaired on July 2nd. June 23rd, we sent them a notice of grievances for how much it has inconvenienced us during this hot weather and requested it to be resolved within the next 48 hours, they could only offer us a fan, which we already got and a portable A/C that we bought to remedy our situation. They move the repair on June 28. A/C is an essential appliance for Nevada and it is provided to renters which was also stated on the lease.

  Business response

  07/08/2024

  Hello,
  
  We are pleased to inform you that your issue has been resolved as of June 28th. Our Community Director reached out to you to confirm the completion of the work and also contacted you immediately after the issue was reported to provide a portable AC unit and fan for your comfort.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Thank you for your understanding and patience.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2024 to current.FPI Mgt/Quailwood Apts has continued to violate our signed lease agreement. They ignore my maintenance orders (3-4 months was the ***** management refuses to respond to my calls, they purposely fail to provide me with tenant needed updates/correspondence/inspection notices etc. I am the Only tenant/unit singled out receiving threatening letters that do not comply with The Lease. I have received severe racism, unfair treatment, disrespect, harassment, retaliation, unprofessionalism and dishonesty from the corporate and management. My rent is paid along with utilities every month, dated On time and paid in full in money orders. They decided to No longer have a 24/7 drop box for rent payments. Tenants do not have the proper access to make our monthly payments conveniently. Their office hours are the same hours I am working. I leave home between 7am-7:15am (***** minute drive) and the earliest I return is 6pm. They want to charge me a late fee of $75.00 because they decided to recently close the drop box.

  Business response

  06/24/2024

  Thank you for your communication regarding the concerns raised by ********************* at Quailwood Apartments. We take these matters seriously and strive to ensure all resident concerns are handled promptly and with the utmost respect.
  To clarify the situation, ********************* currently does not have any open work orders with our office. We have been actively communicating with her via email and phone to address and resolve any previous maintenance issues effectively. Notably, a new refrigerator was provided and plumbing issues in her shower were addressed by a licensed plumber.
  Unfortunately, there have been instances where access to the unit was denied, which delayed our ability to complete maintenance tasks promptly. We respect our residents' privacy and require permission to enter their homes to carry out necessary repairs.
  Regarding payment and communication methods, we transitioned to using Domuso, our online portal, to streamline payments and correspondence. ********************* has been informed about this change, although she has expressed reluctance to utilize this system. We have ensured that no late fees have been applied to her account during this transition and are currently updating her account to reflect her current renters insurance status to avoid unnecessary fees.
  Additionally, communication about community-wide policies, such as the use of BBQs, has been conducted broadly and is not targeted at any individual resident.
  In my direct interactions with *********************, including discussions about neighbor issues and lease agreements, she has mentioned recording our conversations. To maintain clarity and professionalism, I have since limited my direct phone communications, opting for email correspondence, which offers better documentation for both parties.
  We regret any misunderstandings or inconvenience that *** have arisen and are committed to resolving any ongoing concerns ********************* *** have. We value her as a member of our community at ********* and are keen to ensure her satisfaction with her living environment.
  Should further discussion be needed to clarify these matters or to explore solutions, please do not hesitate to contact us directly.
  Thank you for your attention to this matter, and we look forward to resolving it amicably.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This management company unlawfully sent a bill to collections 5 Days after move out, and 26 days BEFORE it was due. While they were still in communication with me to determine what the final bill would be. They admitted in writing that the bill was not final, and would not be due until July 6, 2024. But sent a bill to collections on June 11, 2024.This is not legal.

  Business response

  06/21/2024

  Hello, 

  Can you please provide the name and the address for the community this is regarding? Thank you!

  Customer response

  06/21/2024

  I am rejecting this response because:

  They did not respond to my statement. They asked a questions and completely ignored my complaint. 
  This is for Caliber at ********* in **********, *** 

  
  

  Business response

  06/24/2024

  Thank you for bringing ******'s concerns regarding her move-out process from ******* at ********* to our attention. We apologize for any confusion or distress this situation may have caused and appreciate the opportunity to clarify the steps taken.
  
  Upon ******'s move-out on June 5th, it was noted that no keys were returned, which initially resulted in a charge for all keys on her move-out statement. Our team member, ******, communicated to ****** that this charge could be removed once all keys were returned. ****** indicated her intent to return the keys but did not specify a timeframe. ****** advised her to do so promptly to allow sufficient time for updating the move-out statement.
  
  ****** returned her keys on June 21st, and we immediately updated her account to reflect the correct amount. On the same ******************** received a notice indicating her account was in pre-collections, a standard procedure for any outstanding balance greater than $50 after moving out. ****** reassured her that this status would not impact her credit unless the balance remained unpaid for 31 days post-move-out.
  
  In response to ******'s concerns, we provided her with ****'s contact information for further escalation. We strive to ensure clear communication and adherence to standard procedures, and it appears that our team acted within our policies. However, recognizing the need for improvement, ****** has been instructed to clearly discuss the pre-collections status with all residents during their move-out process moving forward.
  
  We regret any inconvenience ****** experienced and are committed to ensuring that all communications regarding account statuses are transparent and timely. Should ****** or yourself have any further questions or need additional clarification, please feel free to reach out directly to us at the leasing office.
  
  Thank you once again for allowing us to address this complaint. We are dedicated to resolving this matter to ******'s satisfaction and to enhancing our procedures for future move-outs.

  Customer response

  06/25/2024

  I am rejecting this response because:

  They have illegally sent a bill with an incorrect amount to collections 25 days BEFORE the bill was even due. The minimum amount of time before sending a bill to collections would be 30 days PAST DUE. They did not even give me the opportunity to pay the bill before the due date and sent my information to a debt collector with a false amount. It is not legal to send someone to collections before the bill due date and before the amount owed is determined. I have worked incredibly hard to bring my credit score up to be able to take the next steps in my life and this has been a very difficult process as a single working mother. I will not allow this greedy corporation to nickel and dime me over ridiculous charges and illegally impact my ability to rent or own a home. I have reached out to "****" four seperate times with no response. The business is clearly not invested in addressing this issue. 

  
  

  Business response

  06/27/2024

  Thank you for bringing ******'s concerns to our attention. We strive for transparency and clarity in our move-out and billing procedures at ******* at ********* and appreciate the opportunity to address the issues outlined.
  
  ******'s account was placed in pre-collections due to an outstanding balance exceeding $50 at the time of her move-out, which aligns with our standard procedure. It is important to note that this status does not impact credit unless the balance remains unpaid for 31 days post-move-out. Currently, ******'s credit has not been affected.
  
  Regarding the key charge, as communicated earlier, this fee could not be waived until the keys were returned, which ****** did on June 20th. ****** had advised ****** to return the keys promptly to allow sufficient time for processing the revised statement and making any necessary payments within the 31-day window. We have now received the keys, and the revised dispositionremoving the key charge and updating the carpet chargehas been submitted to our accounting team for approval.
  
  We are pleased to inform you that the accounting department approved the revised statement. The updated statement has been sent to both ****** and Assurant. Assurant has confirmed that the changes will be reflected in their records. With this update, ****** now has the corrected amount on her statement and *** choose to make the payment via cashier's check or money order directly with us in the office. Alternatively, she can pay directly with Assurant while still in the pre-collections status.
  
  We regret any confusion that *** have arisen in terms of the communication gap regarding her attempts to contact ****. Our team is committed to ensuring all pertinent communications are clear and received in a timely manner.
  
  We are following our established procedures to resolve this matter efficiently and will keep ****** informed throughout this process.
  
  Thank you for your patience and understanding.

  Customer response

  06/28/2024

  I am rejecting this response because: 

  I am rejecting this response because I have attempted numerous times now to reach out to **** via email. He has refused to address my concerns or complaints. I did inform him both times that he chose to ignore my request, I would continue with my complaint.

  What I am asking *** management to do is very simple. **** stated on the phone that their attorneys told them they are allowed to send people to collections before a bill is due. He claimed that he verified with attorneys that this was legal. But refuses to show me any correspondence or documentation to prove this.

  **** also assured me that he would put in a request that they change these policies. He stated he was aware that sending people to collections before the bill is due has caused many people to become upset. But will not give me any sort of confirmation that he has put in a legitimate request that this policy be changed. I will not be revoking, complaint, this company is clearly unwilling to make any changes, or Provide any proof of their claims. 

  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Thieves listed an apartment for rent in August 2023 in ************ by ******************************* that was falsely advertised. Paid holding fee and application fee but ******* refused to be available to show rental unit. Eventually, I indicated that I couldnt agree to move in unless I see the unit. She finally agreed to show it to me if I gave her another $100 deposit because she said that the one paid online was on its way back to me ( lied was never refunded) so I agreed to the $100 deposit and vowed the unit and it was nothing like advertised and she tried charging me $4000 to move in. I cancelled and told her no and asked for a refund but she ignored my request. They stole $269 dollars from me and never returned it. I have the bank statements and emails. They falsely advertised apartments and steal the holding deposits

  Business response

  06/27/2024

  Thank you for bringing this matter to our attention. We understand the importance of clear and fair handling of application and deposit processes, and we appreciate the opportunity to clarify the timeline and actions taken regarding the applicant's experience at ************************************
  
  Timeline of Events:
  
  8/4/23: The applicant submitted their application along with the required application fee and holding deposit through ClickPay.
  8/15/23: Application processing was completed and approved.
  8/18/23: The applicant cancelled their application.
  8/22/23: The holding deposit was forfeited following the cancellation policy.
  8/23/23: The applicant reapplied.
  8/25/23: The second application was cancelled.
  8/30/23: Payments from 8/4/23 were reversed following a credit card dispute initiated by the applicant.
  9/1/23: A second holding deposit of $100 was manually posted by site staff.
  9/13-14/23: Adjustments were made to clear the ledger of any delinquency arising from payment reversals.
  10/16/23: FPI Management won the credit card dispute, and the payments were reposted to the ledger.
  Given the complexities of this case, including multiple application cancellations and payment disputes, we have conducted an extensive review. In consideration of the circumstances, including the two holding deposits paid and the *** (Non-Sufficient Funds) issues encountered, we have decided it is equitable to refund the applicant $200.00. This decision reflects our commitment to fairness and our understanding of the unique situation at hand.
  
  However, please note that application fees are non-refundable. Given the resources expended in processing the applications and the *** situation, we do not find a refund of the application fee justified. We have not received further communication from ***** since October. 
  
  We regret any inconvenience this process may have caused and are committed to ensuring such situations are handled with the utmost care and transparency in the future.
  
  Should you require further information or wish to discuss this matter in more detail, please do not hesitate to contact our leasing office directly.
  
  Thank you for allowing us to address this issue.
  

  Customer response

  06/27/2024

  I am rejecting this response because: Because on August 4 2023 I applied for unit 008, which was supposed to be renovated but on August 15th I was sent a welcome for unit 36 which I didn't apply for and I indicated that I had not yet seen any of the units as I was not allowed to view the units until I applied and was approved so I told ******* that I could not agree to move into any unit that I have not seen and also I never applied for unit 36. ******* refused to allow me to see the unit because she said that it wasn't available but agreed to let me see unit 36 which was available and I cancelled on August 18 because the unit that I applied for was not available and I had not seen any of the unit yet. The email response from ******* was that I would be getting the initial deposit back. ******* schedule a viewing of unit 36 on Monday August 21 2023 at 10am and the unit wasn't at all like the unit 008 with new appliances and new carpet and new balcony but ******* said that she would give me a discount if I wanted to apply for unit 36 in which I would need to give a second deposit of *********************************************************** I agreed and gave the second deposit because ******* agreed to give me a substantial discount but on August 24th she doubled the original deposit and refused to give any discounts and so I cancelled again. I will agree to the $200 return in fees if only to show the court my many attempts to resolve this matter outside of court. You have my address of ***************************************************************************************************. I also sent a request to *************************** and the remainder of the board members on June 18 2024 letting them know of my intention to file a limited civil complaint if my request was ignored. I will hold off on filing in ******************************* in ************ for two weeks but will use this as one of my many exhibits to show that I have attempted to resolve this matter amicably. However, If I do not receive the $200 then I will be requesting the maximum amount
  

  Business response

  07/08/2024

  Thank you for bringing your concerns to our attention. We understand that there may be differing perspectives on the situation and the events that transpired. In an effort to move forward constructively, we have decided to issue a refund of $200 to you out of good faith.
  
  We hope this resolution is agreeable to you and helps to ameliorate any inconvenience you may have experienced. Our goal is to ensure that all our residents feel valued and fairly treated.
  
  Please let us know if you require further assistance. Thank you. 

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I sent corporate and email on June 18 2024 indicating that they had until June 30th. I will give you until 7/12/24 to send me the refund, If I don't have it by 7/12/24 I will file the paperwork the following monday and return the check back to you as I believe that I have waited long enough. My address is *************************************************. This will be used as an exhibit in my case if I am not reimbursed on time.
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November of 2023, I signed a lease with F.P.I. management, at ********************** at 1400 ***********************************, ********************. The base rent was ****** a month. I barely qualified financially. After the extras charged, it was ******. I paid January and February of 2024. March saw an increase of 160 00. I asked management why and all they could say was "you cannot go by the lease". I refused to pay until they explained the increase. They did admit they wanted me to pay to use the disability parking even with a permit. During my short stay, my carpet was soaked with stagnated water. It took them a week to get a carpet cleaning service to steam my carpets. In April they filed for an eviction. In May of 23 I moved out. Went to eviction court but the company refused to follow through. Now they want 12 months back rent.

  Business response

  06/17/2024

  Hello, 

  FPI Management terminated management for Saddlebrook Apartments on January 5, 2023. The new management was RPM Living when the transitions was completed. You will need to get in contact with the correct management company for assistance. Thank you. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Property Manager *************************** Of the ******************************* in ********* became very upset and rude towards me once I stated that I no longer wished to move into the unit I applied for, This woman was hostile, talked over me and had a very nasty attitude during our whole conversation over the phone. I still had things pending before an approval was completely made. I was charged an extra amount of money that I did not agree to nor authorize. I was told by her I could have received a refund had I not been approved, but I never received anything stating that I was approved not an email or a letter. Which makes me think they are running some sort of scheme.

  Business response

  06/18/2024

  Thank you for bringing this issue to our attention. We understand there has been some confusion regarding the application process for ***********************, and we appreciate the opportunity to clarify the situation.
  
  ********** applied for residency on June 6, 2024, and was initially approved through our On-Site screening process. However, her application was still pending a final review by *********************** screening. After eight days, ********** requested to withdraw her application. We would like to note that this request came after the expiration of our 72-hour policy on application withdrawals, which is clearly outlined in our application documents.
  
  Regarding the application fee and refund policy, we strive to ensure that all potential residents are fully informed of all fees and policies associated with their application before they proceed. It appears there may have been a misunderstanding or lack of communication in this instance, for which we apologize.
  
  Thank you again for your attention to this matter. We are committed to ensuring fairness and clarity in our application process and look forward to resolving this issue in a manner that is satisfactory to all parties involved.

  Customer response

  06/19/2024

  I am rejecting this response because: I have no Knowledge of anyone by the name of ************ have not dealt with anyone by that name during the duration of me applying for these apartments. I have only spoken to ***************************, so there was definitely a lot of miscommunications as I stated previously when I contacted ******* to cancel that's when she informed me that I was quote on quote approved which does not make sense to me because that same day she was still messaging my boss for verification of my job, so how could I have been approved without completing that process. Also, while on the phone with ******* she let me know had I called on the 12th she would have refunded me but because I called on the 14th, she could no longer do so which makes no sense because the 12th is way past the 72 hours you're stating about so if she was willing to refund me on the 12th what's the 14th going to hurt. So just based off this conversation with ******* she is either not following the rules that your company has set, or she does not know them. What would satisfy me with the situation is a FULL refund and also you guys offering ******** more training because the way that she cut me off and spoke to me was far from professional and whether someone wants to move into your apartments or not they should be treated with respect at all times and that is NOT what I received. Thank you 
  

  Business response

  06/21/2024

  Thank you for bringing this matter to our attention. We understand there has been some confusion regarding the application process for the below-market-rate unit and appreciate the opportunity to clarify the procedure and timeline involved.
  FPI Management utilizes a comprehensive two-step application process for our below-market-rate program to ensure compliance and fairness in our tenant selection. This process is detailed below:
  Step 1: Online Application - Prospective tenants submit their initial application through our website. This part of the process is verified by our on-site management team.
  Step 2: Paper Application - Following the initial approval, applicants are required to complete a paper application, which is then verified by **************************, our auditor.
  We aim to make all applicants aware of this process through various channels, including our website, during property tours, and through direct communication. In this case, the process was explained to the applicant after we received her online application.
  While the applicant's online application was approved, the second step of the process, handled by our auditor, was still pending. We recognize that the timing of her 72-hour decision window coincided with the weekend, and in acknowledgment of this, we were prepared to extend her deadline to accommodate the closure of our office on Sunday.
  Unfortunately, despite our efforts to contact the applicant several days before her decision to withdraw, we only received her cancellation request eight days after the original application date, well into the following workweek.
  We regret any misunderstanding regarding the application process and the timing of communications. FPI Management is committed to ensuring a clear and transparent application process for all prospective residents, especially those applying for below-market-rate housing, which often involves more detailed verification steps.
  If there are any further questions or if further discussion is needed to resolve this matter, please do not hesitate to contact our office directly. We are here to assist and ensure that the application process is as smooth and clear as possible.
  Thank you for your attention to this matter, and we look forward to resolving any outstanding concerns.

  Customer response

  06/21/2024

  I am rejecting this response because: I did not receive "multiple attempts" of you guys trying to contact me that is not factual at all (provide proof) and if you're saying that I applied for the *** apartment but did not complete the full process of verification I could not have been "approved" how is that possible?  but at this point I just need to hear that we are in agreeance that I will be receiving a full refund for the miscommunication that we have BOTH agreed happened and your Property Manager's poor attitude towards me.

  Thanks

  
  

  Business response

  07/11/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced. After reviewing your situation, we have decided to reimburse the $250 holding fee. Please expect this to be processed promptly. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  
  

  *********************, MBA Senior ************ & Reputation Manager

  www.fpimgt.com | tel: ***********************

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

  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Multiple attempts to Property Management (AKA ************************* *********************) in person and via phone calls and through their alleged preferred communication (AKA Livly App) with no resolutions within a timely manner (at least 72 hours) to resolve maintenance issues. Maintenance request submitted via app on 5/20/2024 with no follow up on when non working AC unit will be repaired. Past maintenance requests were left unresolved citing that access to the apartment was not possible, stating property manager/maintenance persons have lost the key to the unit on two occasions and to provide a copy. The Leasee has contacted corporate (aka FPI Management) on several occasions escalating concerns regarding maintenance repairs, however the repair request in question has now left The Leasee with no working AC unit during the summer. It has been 11 days since the initial request and no answers as to when the repairs will be actualized. Please note that this Leasee pays a monthly rent of $1326.00 on time to the business.

  Business response

  06/06/2024

  Good afternoon, 

  At this time, all repairs have been completed. This includes your weather stripping install, confirming all windows were operational, and the dishwasher was connected on May 20th, 2024. Your AC is operational per our third-party vendor as of June 4th, 2024. During this time of complaint, there has been immediate communication via phone and email with the Community Director. We understand this is frustrating but with projects like these, we are at the mercy of the vendor's schedule. FPI does not have any control over a vendor's schedule as they provide services for other clients. 

  With the prompt response from our maintenance staff, Community Director, and vendors, we will not be accepting a settlement of $1326.00 at this time.  It's important to uphold the terms of the lease agreement, including timely rent payments.

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory. 
  
  
  - we have experienced record highs of temperatures for this time of year and being at the mercy of the vendors does not cut it. 
  
  
  The ******* for settlement was estimated on principle, I have already withheld rent once after previous repairs were not made within a reasonable amount of time. 
  
  
  
  
  -The Community Directors actions were not prompt, but forced only because of this complaint. 
  
  
  -With no updates on the ticket via the Livly app and not answering the office phone line, myself and other units on the property would still be waiting for repairs. 
  
  
  -When we first spoke to the Community Director to make the request to repair the *** we were told we needed to wait because 10 other units had ** issues as well. 
  
  
  -It took the vendor approximately from 2:30pm to 4pm to fix our ** per home security camera recordings. Theres at least 8 hours in a work day scheduled on average for most people. 
  
  
  -From the 20th of May to the 4th of June, 15 days, I am to understand that I should have a wait and see attitude while its over 80 degrees in my home?
  
  
  There are pictures and videos included to corroborate my statements regarding maintenance/office manager (*************************** and *****) not being able to enter the unit prior to the ** not functioning (according them I had to stay home for the repairs due to not having a key meaning, Id have to call out of work to do so or not have repairs or appliances replaced) temperature indoors
  during the outage, a digital copy of the letter written regarding withholding rent due to repairs not being made, and a time stamped screen shot of the repair person and estimated time they spent working on the **. 
  
  update- it seems the compressed files I am trying to upload will not take, I can email these files if needed. 
  
  Please feel free to reach out to me if you need any further information, It will not take two weeks to respond. Thank you. 
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was set to move in my apartment on March 12, 2024 and couldn't because they didn't have things fix inside. It's now 3ths later and the apartment has failed to put doors up, fix electrical outlets, pest problems and ***** fixtures. The apartment manager ******** stated on several occasions that she was sending someone out and they never came. I contact FPI via phone and left 2 messages and also sent an on 4/23 and was told a regional manager will follow up and they never did. I sent another email on 5/16 and still haven't heard from anyone.

  Business response

  06/03/2024

  Hello,

  Please provide the name and address of the apartment community this is regarding. The screenshot attached was also too pixelated to read so please provide this again in a resolution that can be deciphered. Thank you!

  Customer response

  06/04/2024

  The addresss is in my complaint but Sonoma southside condo 7740 Southside **************************

  Business response

  06/05/2024

  Thank you for bringing *************************************' concerns to our attention. We appreciate the opportunity to address and clarify the steps taken to resolve the service requests for unit #****.
  
  ****************** initially contacted us on May 28th with concerns regarding outstanding service requests from her move-in, which were originally communicated to the Community Director on April 18th and 23rd. These included issues such as missing closet doors and concerns about chrome peeling from her faucets, along with inquiries about charges on her electric service.
  
  Upon receiving her emails, we reviewed and responded on May 30th, confirming that corrections regarding her ledger and move-in credits had been addressed, which ****************** acknowledged. Maintenance visits were scheduled to address the physical issues. On May 31st, our team attempted to address these concerns, but unfortunately, the key to the unit was not operable, and we were unable to gain entry.
  
  A subsequent visit on June 3rd also could not be completed as only minors were present in the unit. We communicated with ******************, and another appointment was set for June 5th. Despite ****************** being unexpectedly absent, our maintenance supervisor proceeded with the necessary corrections, including replacing the tub faucet and remounting the dishwasher. All closet doors are scheduled to be installed by the end of the day.
  
  We assure you that as of today, all reported issues will be resolved. We apologize for any inconvenience this may have caused ****************** and are committed to ensuring that all our residents' needs are met promptly and satisfactorily.
  
  Please let us know if you require any further details or additional assistance. We are here to help and ensure a satisfactory resolution to any concerns.
  
  Thank you for your attention to this matter.
  
  

  Customer response

  06/05/2024

  I am rejecting this response because:

   

  I originally contacted the office upon initial move-in on March 11 and been given the round and lied to on several times! ******** and the supervisor ***** kept saying they were going to fix the issues and never did. I followed up with the office the end of May and thats when ***** stated she wasnt aware of the situation and she would have to speak with the maintenance guy but never told me when someone will come out. When the came out 5pm on Friday I was out of town and saw on the camera and emailed her stating when I will be out of town until the next day. She never responded and then on Monday maintenance came and just broke the lock on my door. Thats is when she finally responded and then told me I need to have something scheduled and an adult will be here. Thats when it was scheduled for today at 9am and they didnt show up until after 11am and once again broke my door k*** off!! The communication with the office is horrible and unfair to us residents! They evicted the neighbors and there been trashed just piled up and attracting bugs. I will like to speak with the regional manager of the property so they can have a better understanding on whats been going on the past 3 months since the leasing manager isnt trying to acknowledge them! I shouldnt have had to file a complaint just to get the things that were suppose to be done prior to me moving in instead of ******* through it and putting up doors that doesnt fix.

  
  

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My boyfriend and I moved to ******* from ********** in the beginning of March 2024. March 7th we applied to ***************************** in ******, *******. We paid $470 for a holding deposit. We had no where to stay while we waited for approval or vacancy so we headed down to ******* to stay with family. March 11th we were notified that we were approved for the apartment and vacancy will be available March 15th. March 13th as we were planning to head back up, we got a call about missing paperwork and needed it back ASAP. We filled out the proper paper work per the leasing offices instructions. March 16th we called back to make sure everything was OK and was told yes. We headed back up March 19th to check in on the apartment. We found out no paperwork was ever sent it. After a frustrating conversation, we went over the paperwork again and was told it was being sent it. We waited till April 4th living out of motels and cheap basements to find out, there was still no progress in getting our apartment. After being frustrated that it has been a month and still homeless, we were scolded by ********* for not understanding how busy she was. I understand people being busy, but I don't understand that paperwork is being sent it, when obviously it wasn't..and when we called every other day to make sure, we were blatantly lied to. We realized we were never going to get an apartment with them and decided to apply somewhere else with the last of our $$. We were approved and were scheduled to move in April 18th (still no word from *****************************). April 16th I go in to request a refund. I was told 7-14 days...after 15 days I go in and was then told "***** days" and the refund request had been processed. It has now been 40 days, with nothing. Just like their effort in finding us a home, I'm sure we can wait forever and still see none of our Deposit back. I'm looking for a full refund, since there was no work ever done with our application and If we did nothing, would still be homeless.

  Business response

  06/13/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding the application and refund process experienced by ****, as managed by our leasing agent, *********.
  
  During the application review, it was initially noted by our compliance team, Right Source, that ****'s income did not meet the necessary requirements for the unit in question. The second applicant listed on the form was unemployed at the time of application, which raised concerns when a contribution form was submitted indicating a monthly financial contribution from him. This created a discrepancy as his application details confirmed he was not employed, thus questioning the validity of the declared monthly contribution.
  
  Upon further review and after requesting ****'s paystubs to be provided in consecutive order for proper verification, the applicants decided to cancel their application. Following this decision, ********* initiated the refund of the holding deposit on April 23rd. The refund check, #****, was processed and mailed out on May 31st.
  
  We understand that the timing and communication during this process might have led to misunderstandings, and we apologize for any inconvenience caused. Attached, you will find the ledger indicating the processing and sending of the refund check for your review.
  
  FPI Management is committed to maintaining transparency and clarity in all our application and leasing procedures. We are continually working to improve our processes to ensure a smooth and understandable experience for all potential residents.
  
  Should you require further information or wish to discuss this matter in more detail, please do not hesitate to contact us directly at the leasing office.
  
  Thank you for allowing us to address this issue.

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