ComplaintsforRed Tail Residential

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live at 1910 on ********** in *********, **. I paid rent for August in full on August 4, 2024. I was served a 5 Day Eviction Notice on August 14, 2024 from property manager ******************* claiming I never paid rent and now owe a late fee on top of that. I have receipts and bank statements proving I bought the money orders and dropped them off. There should also be camera footage of me dropping them off on August 4 as well as footage of me purchasing the money orders at the *******************************************************. This is not the first time that **** has tried to serve me an unlawful eviction since moving in.

  Business response

  08/15/2024

  Hello ******,
  
  We apologize for you receiving the 5 Day notice.  This was an error on our part.  When the money order was found under the door it was not processed right away as it should have been.  As a result, when the 5 Day notices were generated, we did look for any checks not processed and found the checks for August.  When looking on the date for the first check we noticed it was from July 6th and wrongfully assumed that all the checks were already processed for last month.  This has been corrected and we are working to get the payment processed.  We again would like to apologize for the error and any inconvenience this may have caused.

  However, we do not accept payments outside of regular business hours, as per the lease agreement. Payments should never be slid under the door and should be handed directly to an office team member.

  Thank you for your patience as we correct this issue.

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

  Customer response

  08/15/2024

  If you saw what you thought was an error, though you were incorrect, you should have communicated with me instead of assuming and waiting nearly two weeks to just provide me with an eviction notice. Its unacceptable to hold on to payment and not process it, knowing your incompetence in doing your job will result in the eviction of a tenant. This is not the first time you have made a mistake like this. Nor is this the first time Ive paid after hours. Its completely unprofessional for you to accept it several times and not another and just decide to evict me without communication. I typically work during office hours and had to take PTO to come speak with you today and change my hours. I do not recall the rules about after hours payment being in my lease document, nor should I be penalized for that paying on the same day that everyone else is allowed to pay just because I have a different work schedule. 

  Business response

  08/16/2024

  Hello ******,
  
  We understand your frustration and we do apologize for the error and any inconvenience or undo stress this caused. You are correct that you should not have received this letter, and we again apologize. We respect and understand that our residents have different work schedules and always work to accommodate them in any way we can. We are happy to schedule times for residents to come to the office when they are available during the week and even on Saturdays to drop payments off to the office staff directly.  We also have other payment options that do not require you stop by the office at all. We would love to discuss these options and any other concerns you may have. Please feel free to call the office at ************ or email **********************. 

  Sincerely, 

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Saturday, June 29th, I met with a sales person at the *************** at *************, ****************, **. I was shown a sample 1 BD, 1 BA apt. I was told there is be no available 1 BD, 1 BA units until the end of July & the unit I could eventually rent would be a little smaller than the model I viewed. It was made clear that this was not the actual unit available for rent. I later called to ask if I could see the actual unit I would be renting. I was told that the unit would not be available until July 27 & before I could move forward I need to sign the lease to secure it. The unit I would receive would be similar to the one I had seen, with only minor differences. I signed the lease on July 10, through the resident portal. The lease states the lease date is July 2- but the lease doesn't start until July 27. I don't understand why I was never able to see the unit before I was given the keys. I did not see the unit until the day I got the keys. Upon entering, I realized the unit did not look anything like described. There are no pictures on the website that even look remotely like this unit. I was required to sign the lease before seeing the unit, but once I saw the actual unit I never would have signed the lease. They knew that if I saw the actual unit I would back out so they forced me to sign the lease. I sent the Condition form on July 30, telling them that there is a missing bathtub ********* can't shower. I reported this to the management office on July 30. They told me maintenance would take care of it by 8/1 or 8/2. The tub spout remains broken, so I can't shower. The lease was signed without me having the chance to view the unit, even though I asked to see it. This is like buying a mansion & walking into a shack. I have requested to be released from the lease without any penalties, fees, or deductions from my security deposit. Now I wait to see what they say. I don't think their procedure is at all acceptable. Renting apartments sight unseen.

  Business response

  08/13/2024

  Hello ********,
  
  We thank you for your patience in giving us the opportunity to rectify maintenance request in your home. I have walked the apartment with maintenance.  While visiting
  We inspected and replaced the shower ****.
  We inspected the shower curtain rod and found the rod to be working correctly. These rods are designed with a lose tension to assist in not falling quickly if grabbed.
  We inspected the kitchen counter. While we make every effort to make your home the best it can be often repairs must be made. The counter had a repair prior to your move in. Unfortunately, the repair did not work. We will take the next step in completing this repair and contact one of our vendors that can assist in counters.  
  
  I understand that you dropped off the move in condition form on July 30th and stated to ***** that there were things on that form, but the issues were not discussed, and no work orders were entered. On August 5th, a new work order was entered online, however I do not see any other telephone calls, emails, or text in the system.  
  
  I have discussed with ***** the presentation of the apartment. It was stated that the floor plan for the smaller home was presented and discussed during your tour.
  
  While we understand your frustrations, we cannot dissolve a lease agreement without the proper steps and opportunity of rectifying any maintenance request in your home. With the acceptance of the keys and the condition form returned on 7/30 the apartment was accepted as is per the lease agreement.
  
  I will be in contact with someone to assist with the repair of your counter. We appreciate your understanding and patience while we fulfill your request and make your home yours.
  
  Sincerely, 

  *****************************, Property Manager

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Regarding the property *********** in ********, **. I signed a lease on 7/31/2024 via the link sent to me by email. I received an email this morning that I failed to sign the lease and would be facing a $300 month to month charge. When I called this morning, I was told that the lease was signed on 7/31/2024 and she would call me back. When she called me back, she claimed to have been mistakenly viewing the 2023 lease, which was signed 7/14/2023. When I asked why I was told that she sees it was signed on 7/31, she claimed that she just said "something" was there for the 31st. They claimed to provide me with a recording of our 2nd phone call this morning (where I was told there was no signature on the lease) but no evidence provided to me of the phone call where I was told she received the signed lease. However, the attachment was not included in the email. In the past I did not immediately receive a copy of my lease because the owner needs to sign it as well, so I did not think there was reason to believe they would not receive or would claim to have not received the signed leasing contract. Please contact the ****************** regarding this issue and remove the $300 month to month fee as I signed my lease by the agreed-upon deadline (7/31/2024) and received confirmation of that via phone call this morning. For some reason, they have recording of the phone call wher they told me the lease was not signed, but have lost the recording of the call where they said it was signed. Unable to contact Red Tail via the contact us page on their website and told to contact property directly.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a resident of ****************, Apartment 304. I have decided to renew my contract for another 12 months. My current contract is ending on 8/31/2024. I have been requesting the renewal documents to be sent to me for about a month now and spoke with ***************************** initially until about a week ago she referred me to *************************. I have tried calling, emailing and visiting the leasing office multiple times and the only response I get is that they are behind on the renewals and that they are working on it.The reason for my urgency is that I am planning a trip for around the end of August and beginning of September and I need to make sure that my contract is renewed before I book for peace of mind.Please help me get this resolved.

  Business response

  07/29/2024

  Hello, the renewal offer has been sent.

  Customer response

  07/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********************* ******
  
   
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My lease ended and I moved out of *************** in March. My deposit refund (approximately $600) was issued to an incorrect address, so it was returned to ***************. I contacted *************** (in April) and they said a new check would be issued. I still have not received the check. I have called and emailed at least 10 times. Each time I speak to someone, they promise to have the issue resolved in a day or two, but nothing occurs. I don't know who else to contact. I think the business is willing to resubmit the check, but I can't get anyone to take a moment to do it.

  Business response

  07/24/2024

  Hello,

   

  This is the first time I have received this notice. We do not have a mailbox or office at ***************. The past resident did not properly provide us with his forwarding address originally. The check was re-issued, however the address numbers do not accurately match what was provided her in this complaint. We will now instruct our accounting department to send to him a 3rd time with the address provided to us in this complaint. Please note this could take 2 weeks to receive.

   

  ******

  Regional Manager

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My room mate and I had moved out of the Renew Ivanhoe apartments in ************ in August of 2023 on the date specified in our lease and had multiple conversations with management letting them know that we would not be renewing our lease (there seemed to be around 6 new management teams throughout the one year we were there). There was an extra month charge from the apartments due to no written notice being on file. We wanted to dispute said charges and about a month later on November 16, 2023 at around 11 am my room mate called and was told there were no outstanding charges. Surprised, I called them as well and was also told there were no outstanding charges. After months of no contact, I am now being called by Red Tail, the parent company, saying that they need to collect on the charges we were previously told were dropped. Very frustrated by all of this.

  Business response

  07/08/2024

  Hello *******,

  We have taken the time to review your BBB complaint, past resident ledger, and questions about final balance. We're extremely sorry for any inconvenience this may have caused you and we're working to resolve it. Due to the amount of time that has passed since your move-out date in 8/2023, we will waive the failure to provide adequate notice fee from your resident ledger and any charges due to Red Tail Residential.

  Should you need any further communication in regards to your previous resident history, please feel free to contact me directly at ******************.

  Thank you,

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

  Regional Property Manager

  Red Tail Residential

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into ********** on June 1st of ***************************************************************************** On June 4th the noises got so scary I called the police as I thought he was hurting a person. It ends up he just beats his dog and that was what I was hearing. I hear his dog scream regularly and I hear him yell horrible things at it and call it terrible names before slamming something and the dog screaming. This has gone on the entire time I have lived here and I have been so desperate for help. I have reported it over and over and over again to the regional manager, *****************, who always ignores me, and the current property manager *****. I have sent them recordings of what I hear and they just ignore me. Last year in December I told ***** living here was so uncomfortable and the person above me scared me because he knew I had reported him to animal control and the police. He has harassed me. The police told me to record him when he does that and it's so uncomfortable and weird and he yells obscene things at me. ***** told me she would assist me with a process that would allow me to end my lease with no penalty due to circumstance. I told her to send me the information in email and she said she would. She never did. I asked her several more times and each time she said she would send me the information to start the process. I don't know if she was intentally lying, or what was going on. But it has gotten to a point when I am always ignored. It's so frustrating. I have lived in many apartments and I have never seen management act so egregiously. I have reported several things that were ignored for months. There is no on-site manager and the apartment building is so poorly taken care of. Homeless people constantly sleep in the stairwell and there are cameras, but management doesn't know the code to access the cameras. Residents' mail gets stolen constantly and management will do nothing to prevent this or secure the building.

  Business response

  04/24/2024

  Hello, 

  We have communicated with you regarding your needs at ***********. We will continue to address complaints and lease violation as they arise. Should you require any further discussion, we are happy to have those with you outside of this platform. 

   

  Thank you, 

   

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

  Area Manager

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an apartment from Red Tail. I broke my lease and moved out Feb 29 2024. The manager said she would let me know if I got my deposit back. I have never heard from her even after emailing and calling weekly. Now I am being charged $2,484.84 and no one seems to be able to provide me with an itemized bill. I was told when I broke the lease that I would be charged $1,575. I have no idea what the extra almost ***** dollars is from. I am concerned I will be sent to collections. I just don't want to pay for something unless I know what I am paying for. I was renting apartment 211 in the ******************************. The manager I was dealing with was named ***********************. My account number at ********************** is ********. **********************'s phone number is: ************ Thank you so much for your help, ********************************************

  Business response

  04/15/2024

  We processed the final deposit accounting after ******************************************** and *************************** broke their lease prior to the natural lease end date which incurred an early termination fee in the amount of $1575.00 which matches the amount detailed in their signed lease agreement. We mailed out the final deposit accounting details to a mailing address provided by *************************** at ******************************************************************************. In this deposit accounting it included an itemized bill along with instructions on how to make payments or set up a payment plan. We will reach out to ******************************************** and *************************** again via email to re-explain their move out charges and subsequent balanced owed to the ******************************. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Leasing continues to add charges to my account. I have made many phone calls visit to the office and emails about it; asking for my new lease. Absolutely nothing is resolved and no new lease, continuing to add more charges of a month to month fee of 400. A garage fee, but I dont have a garage-75 dollars. I have been patient enough- 30 days.

  Business response

  04/04/2024

  Hello *****,

   

  We're in receipt of your complaint and have taken the time to follow up with the on-site property management team to address your concerns on your ledger. Our on-site team has taken the time to update your ledger for ancillary unapplicable charges as well as countersign your renewal agreement. We hope you enjoy your renewal tenancy with ** at ******************** and hope to serve you again for another year. Our on-site team has reached out by phone to confirm any future needs you may have. You may contact them directly at ************ or ******************** <******************************>. We greatly appreciate you as a resident.

   

  Thank you,

  Red Tail Residential

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 22, 2024 I was informed I owe Redtail $565.92 On CAM fees, which I already pay this every Month(matter fact I paid my March statement if full). This is the same story every time with this company they always come up with fees that make no sense and every few months we have a new property manager and can not explain what the fees are for. This company know we need to work that is why we end up always paying, buy enough is enough! I need them to fix my account to what it should be and stop coming up with fees.

*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. ↩