Complaints

This profile includes complaints for Royal T Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal T Management

  7419 N Cedar Ave Ste 102 Fresno, CA 93720-3640

  
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  Royal T Management

  5055 California Ave Ste 210 Bakersfield, CA 93309-0703

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a previous tenant of an apartment that is managed by Royal T. Management. After moving out I did not receive the paperwork showing the deductions/receipts from my security deposit within 21 days. I contacted the apartment complex and asked them where it was, they stated that they had already sent it and confirmed that they had sent it to an address that wasnt the forwarding address that I provided on my 30 day notice. After telling them that it wasnt my address nor was it the one that I provided, they claimed that I had changed my forwarding address the day that I moved out. The day that I moved out, I didnt finish emptying the apartment until after the rental office had closed so I placed the keys in the drop box and sent a text stating that I had left them there. However, they claim that I changed my address at the time that I turned in my keys. I never sent a text, nor did I leave a letter or note formally changing my forward address. Im not sure if they are making these claims to save face or if they really are so disorganized that they found a random scrap of paper with an address and assumed it was from me. Either way, they are still insisting that they didnt do anything wrong and that they did their job by sending it to that address. Ive tried to bring this up to management multiple times and their response is essentially just gaslighting me and insisting that I changed my address when I know that I didnt.

  

  Business Response

  Date: 08/12/2024

  We do apologize for any misunderstanding in regards to your forwarding address, however we did mail the move-out statement in good faith before the 21 days to the address we believed to be correct .  Once we were notified about the error with the forwarding address we sent the statement immediately to the corrected address. An honest clerical mistake dose not negate the damages that were found in the unit or the balance due. 

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Issue: Apartment security deposit. We (my girlfriend and I) moved into one of royal managements apartment complexes (****************) in June, 19, 2023 and had a one year contract which was fulfilled. We took good care of the complex so no holes were punched in the wall or huge stains left on the walls or carpet. We never used the dish washer or in sink garbage disposal, and despite that, neither functioned properly through the entire stay. My getting to here is our initial security deposit was $1,200 and just today (July, 12, 2024) just received the credit of the remaining balance which is $350.85. Not to mention we cleaned the apartment before leaving so nothing was left behind but 3 pots in the oven were forgotten by us. Other than that the apartment was returned as it was when we moved in. I understand deep cleaning fees but $840.15 taken away seems too far stretched in addition to much more details. Please reach out to me in regarded to a solution. Thank you

  

  Business Response

  Date: 07/18/2024

  At the time of move-in, you signed The All New Residents Form, which states all the items that must be completed in order to maximize your refund. In essence, the apartment must be returned to the condition documented on your signed move-in walk-through form minus any normal wear and tear. Any items not done and not earned due to your term of residency will be charged against your deposit accordingly. Based on your "Check in/Check out" form, which you signed at the time of move-in, the apartment was delivered to you clean, not in need of paint, and the carpets had been professionally steam cleaned. But the walk-through after moving out revealed that the apartment needed thorough cleaning, walls in need of paint, carpets needed to be cleaned and maintenance was necessarily which included some tenant charge items. The apartment needed to be cleaned in several places. For example, the stovetop had a layer of grease around each burner, the kitchen cabinets had food crumbs and stains, the bottom of the dishwasher had a layer of dark brown grime, the microwave hood filter and surrounding area were extremely greasy,all the windows needed to be cleaned inside and out, all the blinds had a thick layer of dust, the ** filter vent was extremely dirty, the floors had crumbs and strands of hair, and the tub had several green stains. Cleaning is not considered to be normal wear and tear. The walls were in need of paint throughout the unit due to several scuff marks, chipped baseboards, splashes of food on the kitchen ceiling, scuff marks on all doors, and multiple nail holes.Although your apartment required partial painting to return to the same condition that it was upon move-in, you were not charged the full fee to have this completed. You received a credit of 50% due to the length of your residency, which would be considered normal wear and tear. You were charged $140 for a steam cleaning of the carpet. You were also charged $145.56 for the RUBS final bill, which included a previous balance owed of $115.18. You mention the dishwasher and garbage disposal have not worked since the day of your move-in. After reviewing your file, we have no record of you requesting the dishwasher and garbage disposal be assessed due to them not working properly.On the signed check-in/check-out walk-through, the dishwasher and garbage disposal were noted as clean and working at the time of move-in.  Based on the condition in which the apartment was returned to us, the charges assessed against your security deposit were fair. I have attached a few photos of your unit for reference. Thank you for allowing us to clarify these charges. Please contact me at ************ if you have any questions.

• Initial Complaint

  Date:08/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived at Del Pine Terrace, May 15, 2023 to March 23, 2023. I was due back a $600 deposit and only received $50.37. Del Pine deducted fees for carpet cleaning, repainting, bathroom cleaning, "broken" light switch cover and other fabricated reasons. Luckily, I took very detailed video of exactly how I left the entire apartment and anyone that sees this video will know immediate what scam of a company this is. I was even more appalled to discover that I am not the only one that is dealing with this EXACT situation and am sure I won't be the last. I am seeing many more BBB complaints about the same situation I am dealing with. I am requesting the remainder money that is owned to me.

  

  Business Response

  Date: 08/17/2023

  Dear *****,
  

  The charges on your move-out statement were based on your "Check in/Check out" form, which you signed at the time of move in, agreeing to the terms under which the unit was given to you. We do not fabricate any work that needs to be completed to re-rent a unit. Please know that we do not benefit in any way from work completed to return a unit to the same condition that it was delivered at move-in. We are billed for all work performed, and you, the tenant, are only charged for items that are in excess of normal wear and tear or are not earned due to length of residency.
  

  We value your communication and welcome the opportunity to clarify this bill. I have reviewed your file, and an explanation of each charge is as follows:
  
  Apartment Cleaning: $145
  According to the All New Residents form you signed and agreed to at move-in, you must return the apartment in the same condition it was given. While I do see you made the effort to clean the apartment prior to moving out, the apartment still had areas that needed to be cleaned. There were multiple areas that had grease marks, residue, food debris, and dirty blinds. Due to this, a professional cleaner was required.
  
  Partial Painting: $257.38
  Although your apartment required a partial paint job to return to the condition it was in when you moved in, you were not charged the full fee. You received a credit of 50%, which went towards labor and paint due to the length of your residency and would be considered normal wear and tear. At the time of your move out, the walls and doors inside the unit had stains; there were multiple nail holes, adhesive, and uneven patches that needed to be fixed. The baseboards were scuffed, and the kitchen ceiling had splatters.
  

  Carpet Cleaning: $60.00
  You received an invoice from Xpress Carpet Cleaning indicating a total of $60. According to your check-in form, the carpet was in clean and working condition at the time of your move-in. Carpet cleaning is the responsibility of the tenant and is not considered normal wear and tear.
  
  Maintenance: $49.39
  Please note that not all items listed on the work order were items that you were charged for. The work order notates all items that need to be completed to return the unit to its original condition. Any item listed on the work order that shows a "TC" means tenant charge. If you see "NTC," that means those were items that were not charged to you, the tenant. Based on the check-in form, the unit was not in need of any maintenance; therefore, you were charged for two microwave bulbs, the replacement of a broken light switch cover, unclogging the bathroom sink, the removal of stickers on a window, the removal of an item from inside the garbage disposal, and the removal of a towel holder under the kitchen cabinet that was not given with the apartment at the time of move in.
  
  Real Page Final Bill: $28.31
  The amount of $28.31 was charged to you based on the final utility calculation at the time of move-out. If you see on the Resident final bill copy that we provided to you with your move out statement, the billing period is from 3/1/23 to 3/23/23 (23 days).
  
  Pacific Gas and Electric Bill: $9.55
  After you vacated the unit, we received a bill from PG&E in the amount of $11.14. This indicated that you had stopped your services on 3/16/23. PG&E automatically transfers the services to Del Pine Terrace Apartments after a tenant cancels their account. You were still in possession of the unit until 3/23/23; therefore, the amount of $9.55 was charged to you to cover the 7 days that you were still in possession of the unit.
  
  Thank you for allowing us to clarify these charges. Please contact me at 661-631-0526 if you have any questions.

• Initial Complaint

  Date:07/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My roommates and I lived in Stockdale Garden Villas from February 2022 to May 2023. We had a deposit of $1,400. We only received $501 back. We asked the property manager on the last day if she wanted to see the pictures that we had taken or do a walkthrough. She refused. We asked about our $50 refundable deposit for our third garage remote. We still do not have it. We were charged $300 for routine painting. We looked at our pictures, and there were no stains or damage to any of the walls, garage, doors, or cabinets. "Routine painting" falls under normal wear and tear. So we were confused about why we charged. Plus, we only lived there for 1 year and 3 months. The California Tenant Law states interior painting has a lifespan of 2–3 years, and if repainting is necessary, then we would only be paying 1/3 of the cost. However, we should not be charged at all. We had a lawyer look at our lease. It is illegal for a landlord to deduct from the security deposit for routine carpet cleaning, even if it's in the lease. We have pictures of the carpet in each room, and there were no stains. Lastly, we were charged with cleaning, even though we deep-cleaned everything. The invoice we received looked fake because the writing was illegible. Plus, we were unable to find the business through a Google or Yelp search. One of my roommates called on June 22nd about the charges and invoice and asked to see before and after pictures of the "jobs" that were done. The Property Manager said none were taken. We have a strong case for small claims court and will be filing because we have already sent two letters and haven't received a response. But just a warning for any future tenants who do want to file against any property or landlord. You have the potential to be blacklisted by future landlords, as court cases can be seen through background checks. Best wishes.  Here are the tenants laws in California: ****************************************************************

  

  Business Response

  Date: 07/26/2023

  Dear ********, 

  At the time of move-out, it was explained that it was not necessary to turn in pictures that you had taken of the apartment. Instead, a complete walk through of the apartment would be completed to determine what the move-out charges would be. You and your roommate did have the right to be present during this walk through. This was explained to you not only in the Rental Agreement but also in the Thirty Day Notice of Residents Intent to Vacate Notice that you received when you gave notice to move. 
  

  As for any deduction from your security deposit, you were only charged for the work required to return the apartment to its original condition, minus normal wear and tear. The guide that you attached is simply that: a guideline. There is no law that specifically defines what you can and cannot be charged for. We did prorate your paint charges based upon the length of your residency, and you did earn a 50% credit on the painting of the apartment. Any work performed in the apartment was done by a licensed and insured business. The contact information for each business is listed at the top of each invoice. Should you have any questions regarding the validity of the invoice, please reach out to the vendor directly to confirm the work performed in the unit. 

  We did not automatically deduct for carpet cleaning in your apartment. Your apartment had brand new carpet at move-in; upon move-out, there was cleaning required that was beyond normal wear and tear which resulted in a reasonable cleaning fee.

  We are in receipt of your recent letter. A response, along with a revised move-out statement, was mailed to your address on file. Please allow for mailing time to receive this response. After reviewing the response, should you have any additional questions, please feel free to reach out to our office directly.

  

  Business Response

  Date: 07/28/2023

  The purpose of the paint invoice is not to describe the condition of the apartment but rather to list the specific work that was done in the apartment. The move-out walk through is what is used to document the condition of the apartment. We do use a formula to calculate the proration of the paint charges. This formula is based on the amount of paint needed and the length of time a tenant lives in the apartment. For example, your apartment needed a partial paint; meaning on average each wall needed for some painting to be done but it did not require for every wall to be painted from top to bottom. You lived in the apartment for 15 months; therefore, you earned 50% credit for your paint and materials.
  

  Nowhere in your Rental Agreement does it state that there is a flat fee of $200 to clean the carpet. We do not have a flat fee for carpet cleaning or any other service for that matter pertaining to the work required to return the apartment to its original condition at move-in. The charges for each unit varies based on the condition in which it was left. When someone moves out of a unit, a walk-through is performed to document the condition of the unit and determine what work needs to be done in the unit. Being present for this walkthrough would have been so beneficial for you to be able to see exactly why certain things needed to be performed in the apartment. For example, there were multiple stains in the carpet of the second bedroom that had to be removed. 
  

  The phone number for the vendor who cleaned the unit is 661-293-1506. 
  

  I can assure you that your deposit was not held in bad faith. We do not profit from any of the work required to return the unit to its original condition at move-in. We are billed for all work performed, and you, the tenant, are only charged for items that are in excess of normal wear and tear or are not earned due to length of residency. I would be more than happy to review the details of your walk through of the apartment to give you a better understanding of the charges. Feel free to reach out to me at 661-631-0526.
  

  Sincerely, Melissa 

  Customer Answer

  Date: 07/30/2023

   I am rejecting this response because:

  
  An invoice can describe damages. We lived in another apartment in Bakersfield prior to this one, which described damages on its invoice. If not on the invoice, then you have to provide pictures. The invoice describes routine maintenance that the landlord repairs, not tenants. If there were damages, they would have been on the invoice that the tenants would pay. May you go more in depth with your prorated calculation? Why is the partial charge 50% for only the paint cans and labor? You did not answer my questions on why the partial charge was not taken off the price of the bathroom door, bedroom door, cabinets, and nail holes.

  Secondly, the lease does say we pay a fee of $200 at the end of the lease. The lease says that they have to pay $200 upon ending the lease. How come Stockdale Villas did not offer us the option of seeking our own professional cleaning? It is illegal to state that a fee will be taken out of the security deposit in the lease without giving the tenants the option to use outside sources. It was stated on the lease when signed in February 2021 that a fee was going to be taken out regardless. In addition, there were no multiple stains on our carpet that were beyond wear and tear from our pictures.

  We do regret not doing a walkthrough in the end. However, our roommate did go to the property manager on the last day and ask her if she wanted to see the pictures of the apartments that she took before handing over the keys. Both are at fault.

  You are stating that the guide is just the guide, but you forget that the guide does present California's rental laws that both tenants and landlords do need to follow. We believe that the property manager is not complying with the California Civic Code 1950. We are forced to pay a carpet fee upon signing the lease and pay for a routine paint job that should be done by landlords. We do think our security deposit is being held in bad faith. We had to write to the Better Business Bureau for a response from Stockdale Villas and Royal T Management. We waited for the property manager at Stockdale Garden Villas to respond to us for a month. She avoided us. We had to send a second letter not only to Stockdale Villas but also to Royal T management because we knew the property manager was not going to inform Royal T management. The only reason we got a response from this property is because we want to file in small claims court. That is not professional.

  
  We want to see pictures or videos of what is being claimed. If the property manager from Stockdale Villas could just provide us pictures, so we can understand the charges then it would be beneficial. We believe that we left the apartment as clean as when we moved in. Thank you for provided me the number of the cleaning service. 

  Thank you.

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a senior citizen and I received a 3 day pay or quit notice threatening eviction over a bill for utilities. I've never received a bill for utilities in my name. Why are you threatening to evict me for non-payment of a bill that I've never received?

  

  Business Response

  Date: 05/09/2023

  Dear *****, 

  Currently, your apartment has an outstanding balance that is past due for your RUBS bill. This is the reason a 3-day to Perform notice, not a 3-day to Pay notice, was served to you. Like the notice states, you are in violation of your Rental Agreement. A bill was sent to your apartment under your roommate's name. At any time, either you or your roommate are able to make the payment to take care of this balance. It is the responsibility of all tenants living in the apartment to make sure you are adhering to the terms of the Rental Agreement, failure to do so can result in termination of tenancy. 

  Sincerely, 

  ******* ****

  District Manager 

  Customer Answer

  Date: 05/09/2023

   I am rejecting this response because:
  I never got a bill. Send me a bill. This is a de facto rent increase. I paid my utilities. Please shut off my water. I heard management is planning to charge to use the mailbox. This is shysterism at its finest. 
  
  

  

  Business Response

  Date: 05/10/2023

  The Rental Office would be happy to provide you with a copy of your bill as well as a copy of the Billing Methodology letter you received. In this letter, it will explain that RUBS is not a form of a rent increase. You are being billed for a portion of actual usage of water, sewer, and trash. There is no plan to charge the residents to use the mailboxes, that is a completely false statement.

   

  Sincerely, 

  ******* ****

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will add charges on top of your rent as a de facto rent increase. No apartments in this property have individual water meters and yet they'll send you a bill for water anyway. This means if you go on holidays for a month, you'll still be paying your neighbors water, trash, & sewerage bills. We contacted both the Bakersfield DA and a private attorney today and what this company is doing is unlawful. If you have received a bill from this company DO NOT PAY IT.

  

  Business Response

  Date: 05/01/2023

  We are not adding charges on top of your rent as a way to increase the rent; we are, however, using the Ratio Utility Billing System, also known as RUBS, in our apartment community. RUBS charges the tenant for their share of water, sewer, and trash; in no way do we make a profit from it. The charge is determined based on many factors, including the size and number of occupants in each unit. Please refer to the Billing Methodology letter you received for more details. This program is sanctioned by the State of California and is not unlawful, as you stated. Per the terms of your Rental Agreement, you are required to pay this bill each month. 

   

  Sincerely, 

  ******* ****

  District Manager

   

   

   

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because: You shared my details & data with a 3rd party without my consent to send us a bill. Your business then changed the issuing body when I called you out on it. Your company then sent the bill to the incorrect tenant and threatened eviction via 3 day pay or quits to a person whose name doesn’t appear on the bill if it wasn’t paid. You discriminated against & targeted an immigrant and now a senior citizen. You’ve been reported to 3 separate  government agencies for discrimination. Next time you send bills out and threaten eviction, make sure it goes to the correct people you clowns. I’m not dropping this, you treat your tenants like trash and I’m going to make sure it never happens to anyone else ever again. 
  
  
  

  

  Business Response

  Date: 05/02/2023

  I'm sorry that you feel that way, and I can assure you that you are not being discriminated against or targeted against. All of our tenants are required to pay RUBS, it's not just your unit. This is part of the terms of your Rental Agreement. On 5/1/23, you did receive a 3 day to perform notice, not a 3 day to pay notice. This notice was served to you for failure to pay RUBS. If you are not able to abide by the terms of the Rental Agreement, you cannot continue to live in the unit. I don't see how we are going to come to any sort of agreement, paying RUBS is not optional. I would hate to have you live in a place where you are so unhappy; therefore, I am willing to waive your 30-day notice if you would like to move. 

  ******* ****

  District Manager 

   

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting a townhouse under them and lived there for 3 years(2019-2022), I provided them with my notice that I was vacating because I have children and they would not send maintenance to ensure the apartment was in hospitable conditions. They raised the rent a couple times, however, maintenance never went when you put in a request because they only have one maintenance guy that only goes on Fridays for all the units. I didn’t have light in my kitchen for a month, which is what led to my notice that I was leaving because I have children and that was not a good condition for them to be in. There were multiple things that I addressed since I moved in that NEVER got fixed even after multiple contacts to the office over the span of 3 years. I was there 3 years and still dealing with day 1 problems. They charged me for blinds, carpet cleaning, painting, and lightbulb changes amongst other things. These are all wear and tear things that they need to cover in order to get the place ready for the next tenant, additionally, I purchased and changed lightbulbs because it was faster than waiting on them to send someone over for maintenance, so that was already money from my pocket that they charged me back for. I move out and they still end up keeping my deposit, AND charging me for the issues THEY WERE AWARE OF that was supposed to get fixed by maintenance while I was still there! I did what they told me to do, mail a letter to the office to dispute. What did they do? Send me to collection anyway because I didn’t meet their 15-day requirement to pay. Mind you I never once paid rent late, never gave any problems but they only look for ways to take your money so they don’t have to put money from their budget to fix what they were supposed to from the start. The way this company is ran is extremely unethical, and now because of their lack of understanding on what is required from them as a rental company, they hurt my credit score by sending me to collections.

  

  Business Response

  Date: 03/13/2023

  Dear ******** ********,

  
  

  I apologize if you felt the unit was not up to your standards during your time living at *** ****** *** **** *. Looking back through your file, I do see that at the time of move-in, you signed the Check In / Check Out form, acknowledging the unit was in clean and working condition. As well as I can see, there were multiple work orders in your file for maintenance that were completed during your time living there. In your statement, the only item you specifically mention needing to be taken care of while you lived there was light bulbs. Per your rental agreement, it is the tenant's responsibility to replace any light bulbs. It is also the tenant's responsibility to pay for any charges that exceed normal wear and tear at the time of move-out.  You mention you sent a letter disputing the charges assessed against the security deposit; however, we never received a dispute letter. If you would like to dispute the charges, please send a letter to **** ********** ***** ***** * **** ************ ** ****** I will be happy to review your move-out statement and address any concerns you may have so we can come to a resolution on this matter. I look forward to receiving your letter.

  
  

  Sincerely, 

  
  

  ******* ****

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Landlord did not give us a chance to do walk through before signing lease the paper. They explained that they did walkthrough before giving us the keys, but they lied about renovations and about having the apartment cleaned. Kitchen draw couldn’t open/close properly. Water temp fluctuates. Apartment wasn’t fully painted and has several crack throughout the apartment. Rent is higher than advertised. Rent advertised at $1175, we are being charged $1240 for apartment that was not move-in ready. Landlord claimed that our price was higher due to renovations, but apartment is not fully renovated. Some electrical outlets are loose. There are nails sticking out of baseboard. Bathroom door did not close and when addressed with the landlord, the maintenance man merely slammed the door to force it to shut, leaving the door frame cracked posing safety hazard. After two additional trips from the maintenance man, door still struggles to open and shut properly. Maintenance man has failed to leave work order receipt for work done. We were provided the wrong mailbox key. They don’t pick up the phone. They are never in the office. Maintenance man take a long time to attend to work orders.

  

  Business Response

  Date: 03/07/2023

  Due to covid and to maintain social distancing, we do a pre walk through of the apartments.  The complainant, ****** ****, was instructed to let us know if there was anything we missed on the walk through form.  This complaint is a surprise to us as she hasn’t contacted the rental office to submit a work order for the items that she mentioned in her complaint besides the request for the door and mail key.  I have instructed the manager to reach out to her to fix the items that she mentioned.

   

  Yes, our advertised rent is $1175, however, there were upgrades done to the apartment that warranted an increase in the rent.  $1175 is the base rent without any upgrades.  We installed brand new carpet and wood plank flooring.  We also upgraded the counter tops.  We don’t consider this a fully renovated apartment, but an apartment with upgrades.  I am not sure where the confusion was on that.  So the rental rate is increased because the value of that apartment is more than an apartment without any upgrades.  So unfortunately, I am not able to lower the rent for this resident.

   

  After researching this complaint, I noticed that ****** transferred from a smaller apartment to the apartment she is complaining about.  She has been a resident of Sandalwood for several years.  I do see a text messages back and forth about the bathroom door, but no other mentions of the other items that she is noted in her complaint.  None the less, we will do whatever repairs are needed. 

   

  In conclusion, I am not able to lower the rent to the advertised price due to the upgrades that were done, but we will reach out to ****** to get any maintenance requests done. Thank you and I look forward to getting this resolved.

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call today that Royal T Management has the right to approve or deny me a service animal. The leasing representative stated that they would be in communication with my doctor via writing to prove the medical need for an ESA and had questions for the doctor to answer. When I advised them that I have never had to provide such a questionnaire and be contingent on the approval of a property manager before, she stated that is their policy and she would be putting a 3 day notice on my door in the meantime. I offered to provide an ESA certificate for the puppy but was advised that wouldn’t be good enough. I feel this is an infringement on my right to medical privacy and frankly, it is insulting that the management company thinks they should have final say on their tenets coping/treatment methods and would go so far as to jeopardize the safety of the home we are trying to establish.

  

  Business Response

  Date: 09/28/2022

  Dear ******* *******, 

  
  

  As you know, on 9/28/22, an unauthorized pet was found in your unit. When it was brought to your attention, you mentioned that the dog was an ESA. At that time, our policy was explained to you. Any resident who would like to have an ESA in their unit must submit a request for a reasonable accommodation. This request may be done verbally or in writing. In the case where the disability and/or disability-related need for the requested accommodation are not known or apparent, we, as the landlord do have the right to request verification of the needed accommodation.  According to California law AB 468, it states the health care practitioner providing the documentation must meet the following criteria: (1) The health care practitioner must have a valid, active, license and include the practitioner's license number, jurisdiction, type of professional license, and effective date on the documentation provided to the dog's owner. (2) The health care practitioner is licensed within the jurisdiction in which the documentation is provided. (3) the health care practitioner must have a client-provider relationship for at least 30 days before providing the documentation regarding the individual's need for a support dog. (4) The health care practitioner completes a clinical evaluation of the individual regarding the need for an emotional support dog. If the ESA certificate that you have meets those criteria's, please submit it to our office for review. If not, you will need to complete the process of requesting a reasonable accommodation. Please know, we do not ask the health care practitioner what your disability is.

  
  

  Sincerely,

  ******* **** 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been assured by my attorney that we can precede forward if needed should the property manager reject the application and ESA registration I handed in on Saturday.

  
  

  ******* ******* 

• Initial Complaint

  Date:09/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting a "luxury" apartment since august of 2020. Almost 2-3 times a year the rent has increased. I started paying rent at $1250/month in august 2020, now rent is 1340/month as of September 2022). I have a 2 bedroom 2 bath The apartment had roaches since day 1 but is advertised as "luxury apartments" Management knows and conceals this fact. I am the last person I know of who is still living here. Everyone else has been driven out so they can defeat rent controls. They allege I have a pet, and insist I must "switch to a pet friendly unit." The prices for a 1bdr 1 bath are no $1700/month! What they are doing should be criminal! I am a teacher and this is not the way people should be treated. My bank made an error and they opted to disallow online payments and are charging me several hundred dollars in late fees. They are doing everything they can to force me out.

  

  Business Response

  Date: 09/13/2022

  Dear Mr. *******, 

  
  

  I can assure you that we are not doing everything we can to force you out of your unit as we are in the business of renting apartments and want to do what we can to keep our tenants happy. That being said, part of our job is to enforce the terms of the Rental Agreement. 

  
  

  In reviewing your file, I do see that you have been served a total of 2 rent increases during your tenancy. Combined these increases have totaled less than 10% of the original rental rate. These increases are fair and well within the legal amount we are able to serve. 

  
  

  I do see that you requested for pest control to spray your unit for roaches when you first moved in, and we did take care of that. The last request for pest control was back in July 2021. To our knowledge this issue was addressed and taken care of. We have pest control at the property on a weekly basis, if you are in need of pest control, please contact the Rental Office and we will be happy to schedule that for you.

  
  

  At the time of move in, you signed the Pet Agreement acknowledging your apartment was not a pet friendly unit. In addition, you also signed the Rental Agreement which does state you must obtain prior management approval before acquiring a pet. However, on 8/24/22 it was found that you had an unauthorized pet in your apartment. Due to your apartment being not pet friendly, in order to comply with the terms of the Rental Agreement, you must either remove the pet from the unit or transfer to a unit that allows pets. We can't allow you to keep the pet in your apartment when no one else in the building is allowed to have a pet. 

  
  

  On 9/8/22, we received notification of a returned check due to non-sufficient funds for September's rent payment. Per the terms of the Rental Agreement, it states to pay an additional amount of $35 for each returned check, plus the applicable late charge. Any resident tendering a bad check will be required to make subsequent payments by cashier's check or money order. This is the reason you were charged a $35 bank fee and a $134 late fee. If the bank made an error, perhaps you can ask them to reimburse you for the fees you incurred due to their error. Also, if you can provide a letter from your bank stating the check was returned due to their error, I can look into restoring your ability to make payments online. 

  
  

  I would really love to come to a resolution with you regarding the above matters, but I can't do so by allowing you to not follow the terms of the Rental Agreement. We must treat all of residents the same and enforce the rules equally.  

  
  

  Sincerely, 

  
  

  ******* ****

  
  

   

  Customer Answer

  Date: 09/13/2022

   I am rejecting this response because:
  
  Enforcing the terms of the rental agreement means forcing me into a new unit where I get a one bedroom one bath for $1,700 a month. I am the last person left in this building and what you are doing is obvious and disgusting. 

  

  Business Response

  Date: 09/14/2022

  Dear ******, 

  
  

  We are not forcing you to move to a one-bedroom unit. You made the decision to obtain a pet knowing that your unit was not pet friendly. Your options are to either remove the pet from the apartment, transfer to a unit that allows pets, or submit a 30-day notice to vacate. While we would hate to lose you as a tenant, you can't reside in your current apartment with the pet.

  
  

  Sincerely, 

  ******* **** 

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because:
  
  I think the evidence is obvious. You raised rent to $1,700. I $500 increase from my current two bedroom two bathroom. I would have to take a downgrade and pay considerably more. I think any judge would agree with me. Do your worst.