ComplaintsforFPI Management

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  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.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  FPI Management (specifically their property Alira Apartments) has been dragging their feet issuing me money that they owe me after falsely charging me items that went against the signed lease agreement. They keep agreeing to send me the two separate checks they still owe me after sending me the first incorrect refund and now have falsely sent me to collections with IQ ****************** for money that I do not owe. All the refund amounts that I am owed are in writing and were agreed upon by all involved parties. The first check of $180 is part of the security deposit refund that is owed to me which is required to be issued within 21 days after move out. We are over 48 hours after this deadline for this payment. The other check of $90 is part of an overpayment that I have been trying to get this property to issue from their third party Conservice since I first presented to the property in April 2023. As this issue was never addressed, the overpayment kept occurring and now Alira/FPI owe me $90. The debt collection has no merit as it directly goes against written communication with the property and ***** and FPI both need to fix the matter on their end. I am exhausted trying to deal with this property, both their local management team and FPI staff that manage Alira as they are not only adding stress to my life when they are the ones who made mistakes, but they are now costing me time out of my day continuously to correct them and now I have to deal with getting these false item(s) off potentially of my credit report. FPI needs to step up their game to actually run their business legitimately as their property (Alira Apartments) has continuous tried to present false information to their tenants, charge me (and possibly other tenants) for items that went against the lease and now they have sent me to collections for funds that I do not owe.

  Business response

  06/04/2024

  Hello ******,
  
  While we understand that there have been some discrepancies in the charges upon your move out, our staff has been diligently working with you in reviewing all charges in detail and providing a resolution on this matter. We have been in constant and continuous communication with you throughout this process and have provided updates along the way while we worked on getting this fully resolved.
  The debt collection letter that you received was indeed sent in error. We utilize a 3rd party collections agency to assist in collection efforts. We fully understand how frustrating it is to receive a letter sent in error, but we have sent you confirmation in writing via email to inform you that this was indeed an error and the collection agency has successfully removed any and all incorrect information/balances from your account. To further add, nothing has been reported to the credit bureaus whatsoever.
  In regards to the two pending check payments stated in your complaint, we have also sent you a tracking number of these check payments. Again, we do understand the frustrations surrounding the time it took to get these reimbursement checks to you; however, we have worked as quickly as possible to get these funds issued after the review and correction of charges. I have attached both proof of payments for two checks, one in the amount of $180 and one in the amount of $90. You should have received both checks by now as these were sent via ****** Please let us know if there is anything else we can do to help.

  Customer response

  06/04/2024

  I am rejecting this response because:

  While I appreciate a response from you, the "facts" as you list them did not happen in that manner. 

  (1) The delinquent letter - 

  This letter was postmarked and sent by the collection agency on May 14. This complaint to BBB was submitted after I received it in the mail on May 22. In the interim, there was zero communication from Alira or FPI Management to advise me that this letter was sent to me in error. No notification of a correction was ever received by me. I brought it to *****'s attention and to BBB on May 22 and did not receive a response until May 23 that this was indeed an error and was allegedly corrected. If I never reached out to *****, I strongly believe based on past communications I never would have been informed that this letter was an error and/or would have been corrected. If I mistakenly paid the amount "owed" automatically without reaching out and verifying to Alira directly, I would be battling to receive a refund as Alira and FPI management never reached out to inform me not to pay. I find it suspicious that it took my communication to ***** for them to realize that this letter was sent in error and to verify this information. The screenshot from Assurant/IQ stating that the account was closed in error, but there is no reference to a(n) name/account number/billing number/unit number/etc. This screenshot is general and not specific to an account, so there is no proof that this was linked to correcting my account except by the word of Alira. 

  (2) Communication - 

  I also want to address the false narrative that communication was constant and timely. As shown in the long thread of emails between myself and *****, it was I who had to stay on top of all communication and to ensure this matter was resolved, not the other way that this narrative states. 

  While the monetary side has been taken care of, I am still extremely unsatisfied with the way Alira and FPI management conduct business and hope that they improve before another poor unsuspecting tenant falls prey to their errors. The move out sheet of costs should be given to each tenant upfront and discussed in detail for all future tenants and a copy should be included in the lease agreements prior to signing so there are no surprises at the time of moveout. This is what began my long battle with ***** after a huge amount of miscommunication with how the 30-day move notice was to be done and I hope and pray no other person ever has to go through this like I did. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ive been living in my apartment since December 2020. The name of the apartment is ***** on *****. Every year i have lived in this complex , the complex is bought out by a different leasing company in the middle of the lease. This past April the complex was bought out FPI management. The transition took place after Aprils rent was paid for . For the past months Ive been using Flex to make a rent payments. The new leasing property management does not take Flex for rent payments, which is understandable. The new leasing company is causing issues for the tenants that used Flex for Aprils rent. During April the complex was under a different management, and FPI took over after aprils went was paid to the previous leasing company. Since that happened FPI is saying they did not receive Aprils rent from tenants using FLEX. which i have came into the office and shown multiple receipts to *************************** ( the manager of the office). That rent was paid and received by ***** on *****. *************************** is still stating , that it not true and my account does not reflect. *************************** solution to the problem is to ask to flex to issue a refund and pay the rent back with a money order. And after requesting the refund from flex , *************************** places a 7 day eviction notice on my door. Even though Aprils rent was paid before the transition. I have asked *************************** multiple times why she placed a eviction notice on my door. When rent was paid and paid on time. I have shown multiple receipts showing proof. *************************** is extremely rude and unhelpful with the situation that FPI created. I have never gone through this situation before. I need to know what happened to Aprils rent payment ? Why am i being forced to get a refund from flex and now pay FPI with a money order . I need answers . ******** never answered the question about the eviction notice, she ignored the question twice on purpose.

  Business response

  05/22/2024

  Thank you for your role in facilitating communication regarding the concerns raised by ***************************. We appreciate the opportunity to address and clarify the actions taken to amicably resolve this matter.
  
  Following a productive discussion with **************, we have mutually agreed to retract the 7-day eviction notice previously issued. This decision was reached after a thorough review of her account and a clear understanding of her current financial situation.
  
  ************** has informed us that she is awaiting reimbursement from Flex Pay. Upon receipt of these funds, she has committed to settling her past due balance by bringing the payment directly to our office. We have established a supportive framework to assist her during this period and ensure that all financial obligations are met without further complications.
  
  We are pleased to have reached a positive resolution that supports the needs and circumstances of our resident. Our team will continue to monitor the situation closely and provide any necessary assistance to ************** as she finalizes her payment.
  
  Thank you again for bringing this matter to our attention. We are committed to providing a fair and supportive environment for all our residents and appreciate the opportunity to resolve any issues that arise.
  
  Should you require any additional information or further updates, please do not hesitate to contact us.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a charge-off to my credit report in the amount of $23,000 on 5/11/23. On 5/13/24 FPI Management agreed to waive the balance and issue a settlement of $7,252. The charge-off has yet to be removed from my credit report.

  Business response

  05/20/2024

  Hello ********, 

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received a letter in the mail from Conservice certifying that we owe Pet Rent in the amount of $140. We will not be paying this as we do not own a dog anymore as our Cocker Spaniel has since passed on 1/23/2024, my husband ************************* emailed ******** at ******************************* Monday Jan 29, 2024 at 9:43 am informing the leasing office of our dogs passing and delivered this message in-person as well. I have attached my email correspondence to ******** along with the Conservice Notice in this complaint for review. FPI Management can submit a death certificate request with ********************** - ****** for a copy of that report. Our dog's name is ***************, I have provided you with the business's contact information. Address: ******************************************** Phone: **************

  Business response

  05/17/2024

  We are writing in response to the complaint submitted by ********************* regarding pet rent charges that were erroneously included in their ledger following the passing of their pet, ***************, on January 23, 2024.
  
  First and foremost, we extend our deepest sympathies to their family for their loss. We understand that pets are family members, and the loss of such a beloved companion is deeply saddening.
  
  Upon receiving the email from ***************************** on January 29, 2024, and subsequent in-person notification, it was our responsibility to update our records promptly to reflect the change in pet ownership status. Regrettably, there was an oversight in processing this update in a timely manner, which led to the continued billing of pet rent.
  
  As of May 15, we have removed all pet rent charges from the residents ledger. We are committed to providing accurate and timely billing information to all our residents.
  
  To confirm, we don't need to do anything else about the pet rent charges, and we apologize for any inconvenience this situation may have caused. We appreciate their patience and understanding as we corrected this oversight.
  
  If there are any further questions or additional information needed, please do not hesitate to reach out to us directly at the leasing office.
  
  Thank you for allowing us the opportunity to resolve this matter. We are committed to ensuring the satisfaction and well-being of all our residents and will take all necessary steps to prevent similar issues in the future.
  
  

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told by my apartment manager I would be getting the full refund back on my deposit, which should have been $500. I received a check for $357.40. I have contacted FPI management 3 times now and each time it went to voicemail, I left messages each time. I then called and told them I havent received a return call yet, to which the woman replied they have 3 business days to return you call, its been 2 weeks since the last call and voicemail I left. I want an explanation for the vague charges that it stated and also I want the remaining $142.60 that I was told I would receive back, by my previous apartment manager at ****** in ********, ******. The company just talks in circles and they tell me they cant do anything else, which I know is a lie.

  Business response

  05/16/2024

  We are writing in response to the complaint filed by ************************* regarding the handling of his security deposit refund by FPI Management.
  
  Timeline of Events:
  
  April 11, 2024: **************** vacated unit 606.
  April 13, 2024: **************************** our property manager, thanked **************** via text for leaving the apartment clean and informed him that his full deposit would be returned.
  April 18, 2024: Upon processing the refund, ************ realized **************** had unpaid final utility charges that had recently posted. She noted this on the OR Disposition, and Mr. ************************ FPI Management AR Analyst, adjusted the refund to $357.40 after deducting $142.60 for the utilities.
  May 2, 2024: **************** inquired via text about the deduction for utility bills. Unfortunately, ************ only saw part of this message on her Apple Watch and mistakenly believed no further action was required.
  May 14, 2024: After receiving a notice of the BBB complaint from ************************** our ******************* & Reputation Manager, ************ realized the oversight and immediately sent **************** the final ledger detailing the utility charges. She also saw his full inquiry from May 2.
  Resolution Proposal:
  
  In light of these events, we acknowledge two errors on our part: the initial miscommunication regarding the full refund and the oversight in fully addressing ****************** inquiry. We deeply regret any confusion and inconvenience this has caused.
  
  As a gesture of goodwill and to rectify our mistake, we are offering to refund **************** the $142.60 deducted for the utility charges. If **************** accepts this offer, FPI Management will promptly mail him a check for the amount and forgive the remaining utility debt.
  
  We appreciate this opportunity to clarify the situation and hope our proposed resolution is satisfactory to ****************. Going forward, we will strive to enhance our communication and ensure all tenant correspondences are handled with the utmost accuracy and attention.
  
  Thank you for bringing this matter to our attention.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sep 1, I moved into a two bedroom unit at *************************************************. A few hours went by and I had noticed mold and pointed it out to the management. The manager ***** came in and scrubbed it with bleach even though it says in the lease not to do that on the property. It came back and they sent a business to come out and look at it Who said it was mildew. It came back and they sent the company again and did not find any issues. It started spreading onto our personal belongings and our newborn son was having a lot of health issues. After Multiple people coming into the apartment To review the concerns that I had They continuously found no issue. My service dog Started to not perform her task very well and was getting sick. We noticed that her dog bed was completely covered in black mold. So we took the baby back to the doctor for breathing treatments and he instantly Was feeling better. We decided to have the mold tested, and it came back as many concerning types of mold. They were going to perform work in the apartment with me and my son still in there so we left and stayed at friends. After Getting the toxic results back/drs letter for baby to leave and showing them to management they put us in a hotel for two weeks. They said that they fixed the mold but I have pictures all throughout the process and they did nothing. I have all the evidence that the mold is still there. At the end of our stay at the hotel they told us that we could come home and it was safe but they wouldnt show me any results saying so. We went back home and instantly found mold in places there wasnt mold before leaving . They had successfully painted over all the mold that we knew of but Was unaware that it had spread all throughout the house. They had flooding all throughout the complex and the manager told me that this unit was safe and had never flooded. We turned in keys and now they want money for the time they housed us elsewhere. We even lost most of our belongings to this mold.

  Business response

  05/20/2024

  Thank you for your attention to this matter. We are committed to resolving any concerns raised by our residents or stakeholders in a timely and fair manner.
  Attached to this response, you will find a document drafted by our attorney's office, which outlines the specifics of how we handled the situation in question. We believe this document provides a clear and sufficient explanation of the steps taken by FPI Management to address the concerns raised.
  We trust that the information provided will be helpful in resolving this complaint and demonstrating our commitment to responsible and responsive management practices.
  Thank you for allowing us the opportunity to clarify this matter.
  

  Customer response

  05/28/2024

  I am rejecting this response because: I am rejecting this response because: they are lying. And that letter states that the apartment doesnt suffer from mold, nor has it ever suffered from mold That is incorrect, and I have plenty of photo evidence to prove that. I have pictures and videos from the day that I left and turned in the keys and threw away lots of my belongings because there was mold still. There has been toxic mold since the day I moved in with my newborn son . This issue was not resolved. I should not owe this business money for time that they had placed us in a hotel because of the mold. Why Pay for alternative housing if there was no problem? Obviously, there was an issue and thats why they paid for my family to stay elsewhere. The issue is that they never fixed the problem They said they were going to and it took us a lot longer to go through and save/toss items and get out of there . My son is still dealing with the repercussions of This event. I have a doctors note saying that hes doing better since leaving the complex and that the mold was making him very sick. And theres lots of other documents from the hospital to show that as well. I Hired a **************** that Sent the mold results to the same lab that FPIs company did and they came out as toxic . After they said, it was safe to come home the upstairs neighbor Also hired a licensed mold company to come and test the mold in his house and it came out toxic as well. We could smell each others food when we cook so we obviously breath the same air which goes to prove even more then just seeing it with your own eyes that there is still mold there . The management here is very shady They dont care about anything but money The resident that they have are just pons. I will attach photos of the mold from the day that I left and turned in the keys and the day I moved in to prove they are lying about there never being mold . I am not paying this business anymore money for s******* my family over. Makes no sense.
  

  Business response

  06/13/2024

  Thank you for the opportunity to address the concerns raised in the complaint filed by ****************, as well as the related issue brought forward by ***********************************.
  
  At FPI Management, we prioritize the health and safety of our residents above all. In response to the concerns raised by **************** regarding potential mold and mildew in her unit, we took immediate and thorough action to ensure that the living conditions met all health and safety standards. This included comprehensive testing, which was shared with county health code enforcement. Officer ********************* confirmed that our community had not only met but exceeded the necessary requirements. The test results, which we have provided, clearly differentiate between mold and mildew and confirmed that our preventive measures were effective.
  
  Understanding the potential impact of any repair work, especially given the presence of an infant, we proactively relocated **************** to a hotel during the repairs. This decision was made out of an abundance of caution and to ensure their comfort, not due to the presence of mold, as the subsequent inspections by health officials confirmed the absence of any hazardous conditions.
  
  Additionally, we chose to proceed with enhancements to the windows in ******************** unit beyond what was required by health codes, aiming to address and alleviate her concerns thoroughly.
  
  Despite our efforts and the confirmation from health code enforcement, we understand that **************** remains dissatisfied. We regret that we have not been able to alleviate her concerns to her satisfaction and are committed to continuing our dialogue to find a resolution that restores her confidence in our management.
  
  Thank you again for bringing this matter to our attention. We remain dedicated to maintaining transparent communication and upholding the highest standards of property management.
  
  

  Customer response

  06/14/2024

  I am rejecting this response because: if they want to truly resolve this issue, they will waive the fees that they are saying I owe them. Theyve twisted all the facts and Ive showed showed plenty of evidence to support our situation. There should be no reason that my family owes this business money any further after losing belongings/our home and the health issues that my son has endeared. 
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My last bill after move out is ********, however the amount on Domuso is reflecting ********. My apartment was leased a few weeks after I moved out, so the updated amount owed needs to be reflected on Domuso. I have been trying and trying to get some help so I can pay the ******** but ****** will not allow me to make a "partial" payment. I tried to input the amount that I owe of ******** but it says I cannot make a partial payment. I have been requesting and requesting via email, phone calls...even called the corporate office to find out who is responsible to update the correct amount owed in Domuso so I can pay it! Essentially, if it's not paid in 60 days it goes into collection. Not at the fault of my own though. They are not updating the correct amount on Domuso so I can pay it! I am in another state for awhile and CANNOT get a Cashier's Check as I do not have a bank here, and a Money order in the amount I need is too large. I have exhausted all avenues to pay them and they are not cooperative or doing their job to get the correct amount owed on Domuso so I can pay it! Please help. Thank you.

  Business response

  05/13/2024

  Dear **********************,
  
  I hope this response finds you well. We received your correspondence from the Better Business Bureau regarding your final bill. Firstly, please accept our sincerest apologies for any confusion or inconvenience caused during this process regarding how to make the payment for the amount due.
  
  We understand that these matters can sometimes be unclear, and we want to ensure that everything is resolved smoothly for you. 
  
  In order to finalize your account, we kindly request that the remaining balance be settled using certified funds. This ensures that our records are accurate and up to date. We understand that this requirement may come as a surprise, and for any inconvenience this may cause, we sincerely apologize. Payments using Domuso can not be made for past residents. Again, we apologize for the confusion. 
  
  Please rest assured that we are here to assist you every step of the way. If you have any questions or need further clarification regarding the payment process, please do not hesitate to reach out to the ************** at ************ and I would be happy to personally assist you.
  
  Once again, we apologize for any confusion or inconvenience this may have caused. Your cooperation in resolving this matter is greatly appreciated.
  
  Thank you for your understanding and cooperation.
  
  Warm regards,
  
  ***************************
  Community Director
  Montebello at ************

  Customer response

  05/13/2024

  I am rejecting this response because:

  The only option I have is to send TWO money orders that will equal the ********. I can only purchase a money order up to *****. So there would be one for *****.00 and another for ****** in separate money orders mailed together. 

  I would like to mention that the communication from the property manager absolutely does not reflect how I have been treated at the time I explained my concerns while still living there. The exchange in the office was condescending and there was no acknowledgment of my legitimate concerns at the property. It was clear that I just had to deal with intrusions of my personal space that affected my well being and did not feel safe living there. I felt isolated at the property as my concerns were met with no care or concern. I immediately put my 30 day notice in the office after how I was treated. 

  The communications via email and phone call have been inconsistent from office staff.  I was told I could pay on ****** and attempted to make the payment of 1******. The system said I couldn't make a partial payment. I sent the screeshot of this attempt to an office staff member. She said she would have it fixed my end of business day so I could pay it. That never happened. It's completely ridiculous that a person has to go to these lengths to try and fix an issue like this. The property is the one who has not been cooperative. I have been trying to pay this for almost 2 weeks. 

  ***I can pay the full amount with 2 money orders to equal the amount owed, or I can pay in person when I arrive in **** on July 22nd.** 

  I would like an accurate and specific response from the property as to what they choose. Money order (2) or in person on July 22nd. 

  Thank you

  
  

  Business response

  05/14/2024

  Hello **********************,
  
  
  Thank you for your response. Two money orders are perfectly acceptable to cover the amount owed. Those can be mailed directly to our Leasing Office. 
  
  Again, I understand the frustration the miscommunication has caused and I apologize for the inconvenience this has caused you. We strive to make this a smooth process and we fell short of expectations. 
  
  I hope this meets your satisfaction to resolve this issue. I wish you all the best in your new home. 

  Customer response

  05/15/2024

  I am rejecting this response because:

  I just want to make sure of the correct address, and if there would an apartment number I need to include as the leasing office was in an apartment on the property when I left in April. 

  Please provide a detailed address to mail the payment to. 

  Thank you 

  Business response

  05/15/2024

  Hello **********************, 
  
  Please complete the following in order to ensure your payment is received and processed properly:
  Please ensure your name and former apartment (#****) are written on each of the money orders.
  Mail the money orders to our ************** at the following address:
  Montebello at ************
  c/o ***************************
  ******************************************************************************
  
  Once we have received the payment, we will email a revised Disposition of Security Deposit to your last known address showing the payment and the revised balance. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of Panorama Apts, managed by FPI Management, on Mar 23, 2024. We cleaned and returned the apartment to its original state.FPI management refused to return any portion of our security deposit, and additionally sent $491 to I.Q. Data collections agency. These charges included $200 cleaning fee and $757 "renovation" charges. These were repainting fees for the entire apartment (not damages), essentially charging the tenant for their own turnover and renovation costs.To be clear, we never received any list of damages on move out, nor a move out checklist, which is required under the Washington Residential Landlord Tenant Act. We also did not receive any billing invoice or proof of the "renovations" that they did.Washington State Law does not allow landlords to keep security/damage deposits for undocumented and unjustified renovations. The law specifically also forbids landlords from sending non-justified charges to collections as *********************** has done.FPI's blatant disregard for the law and for their duties as a landlord have been made clear. I demand immediate action from FPI Management/ Panorama Apts to refund my security deposit in full, remove the outstanding charges sent to I.Q. Data collections agency, and issue a formal letter confirming the removal of my information from collections and any negative impact on my credit score rectified. I also request a written apology for their unprofessional conduct and retaliatory actions.

  Business response

  05/13/2024

  Hello,

  We appreciate the opportunity to address the concerns raised by ********************* regarding their move-out process. We take all feedback seriously and strive to ensure a fair and transparent resolution for all parties involved.
  

  As a gesture of good faith, we have already taken steps to address some of the concerns outlined by *********************. Specifically, we have refunded the cleaning fee of $200, acknowledging the importance of providing good customer service and experience.
  

  Regarding the renovation charges, it's important to clarify that these were incurred for necessary wall repairs and paint to restore the apartment to a habitable condition for the next renter. Our aim is to maintain the quality of our properties and ensure that all residents can enjoy a comfortable and safe living space. We assure you that these charges were applied fairly and in accordance with our leasing agreement.
  

  Additionally, the final utility charges covering the period from 01/21/204 to 03/23/24 were billed to bring the resident's account up to date. We understand the importance of accurate billing and have ensured that these charges reflect the accurate charges during the stated period.

  We want to emphasize that our attorneys at ******* and ******* have reviewed the file and charges, confirming their lawful application. We are committed to compliance with all relevant laws and regulations governing lease agreements and tenant rights.

  We are committed to resolving any outstanding issues and are open to further discussion to reach a satisfactory resolution for everyone involved. Please don't hesitate to reach out if you require any additional information or clarification regarding this matter.

  Thank you for your attention to this issue.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Requested the property management company FPI Management meet their contractual agreement as written and signed on our lease. However the new community director ***************************** stated she cannot answer my question regarding FPI meeting their contractual concerns when ensuring the safety of their tenants. Submitted in writing via email requesting that a proper inspection be performed by the Contra ***** Code Enforcement due to a myriad of safety issues in our dwelling, but advised to contact the agency ourselves. Which we have done repeatedly without success, on Thursday April 25, 2024 when requesting for the property insurance information at the leasing office the Community Director ***************************** instructed that we submit the request in writing email. Continuing to say that she is not obligated to respond to our emails and/or inquiries at her own discretion. This is a violation of the terms of the lease as FPI Managements lack of concern and improper maintenance resulted in a failure to guard or warn of hazardous living conditions. The community director has also jeopardized our safety after failing to make reasonable accommodations for my wife and I after discovering toxic black mold for the second time in our home on 4/19/2024. Additionally, she never returns our calls regarding updates and or maintenance repairs. The Executive Director ********************* has not responded to my emails. The only time the property management responds is when a complaint has been filed with the BBB.

  Business response

  05/10/2024

  Thank you for reaching out to us through the Better Business Bureau to express your concerns regarding maintenance issues at ******** since your move-in. We are committed to providing a comfortable and functional living environment for all our residents, and we apologize for any difficulties you have experienced in coordinating with our maintenance team.
  
  From our records, it appears that there have been challenges in gaining access to your unit to perform the necessary maintenance and testing. We understand that on one occasion, an appointment was canceled due to a misunderstanding that the issue had already been resolved. We sincerely apologize for this confusion and any inconvenience it has caused you.
  
  To effectively address and resolve your maintenance needs, we require your cooperation in allowing our maintenance team access to your unit. We are fully prepared and willing to help, but we do need your agreement to schedule and permit entry for the necessary work.
  
  We urge you to contact us at your earliest convenience to arrange a suitable time for our maintenance team to visit your unit. Please reach out directly to our leasing office. We are eager to resolve these issues promptly and ensure that your home meets all your expectations.
  
  Thank you for your understanding and cooperation. We look forward to resolving these matters to your satisfaction soon.

  Customer response

  05/10/2024

  I am rejecting this response because:

  Hello ****,
  I am rejecting FPI Management's response, to further strengthen and bolster my talking points I have attached multiple email correspondence both past and present requesting that the property management company fulfill our maintenance request.  With regard to maintenance requests, the submissions are readily accessible in RentCafe as the platform aims to improve the overall resident experience and is a part of Yardi Systems.  The purpose of a property management software tool is to record/support the customer service functions and processes for your business.  The property management was given permission to enter the dwelling under Permission to Enter on Yardi.  I find it rather alarming this is FPI Managements method of deflecting responsibility and to avoid my previous questions.  Additionally, the current community director refuses to respond and or provide my wife and I with a copy of our tenant file and rental leasing documents.  As the community director asserted at the leasing office Thursday April 25, at 1:00Pm all requests must be submitted online via email, however she is not obligated to respond to our correspondence.  The retaliation is stemming from my wifes injury sustained on their property on 10/13/2023.  For the Better Business Bureau documentation review, I have attached my email correspondence from 2/25/24 - 3/20/24 with the property management company to show in good faith my efforts to resolve the continuing issues under FPI Management.  My spouse and I have made multiple efforts to contact the management, but they continue to ignore our emails which are documented in the attachments.   The one question which has gone unaddressed multiple times, why the management continues to ignore and refuse to send code enforcement and or a home inspector due to the myriad of issues within our unit. 

  
  

  Business response

  05/22/2024

  Thank you for your attention to the concerns raised in the recent complaint filed with your office. We appreciate the opportunity to address and clarify the actions we have taken to resolve the matter.
  
  Our team has met with the residents to understand their concerns better and scheduled a thorough inspection of the premises. This inspection took place on May 20th. To ensure a comprehensive evaluation, we have engaged an environmental specialist who will visit the unit on May 22nd to take necessary samples and perform detailed tests.
  
  The specialists findings will guide us in determining the appropriate next steps and recommendations to effectively resolve any issues within the unit. Our commitment is to ensure that all concerns are addressed promptly and satisfactorily, with the health and safety of our residents as our top priority.
  
  We will continue to keep all parties informed of the progress and outcomes of the specialist's assessment and any subsequent actions we undertake. We are dedicated to resolving this matter fully and maintaining the highest standards of property management.
  
  Thank you once again for allowing us to address this issue. Should you require any further information or updates, please do not hesitate to contact us.
  
  

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  The Community Director ***************************** has been very helpful and attentive in rectifying the previous short comings. 

  Many of the issues was a direct result of the miscommunications by all the previous parties involved; "general contractor, regional portfolio manager and then community director *************************"

  
  

*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. ↩