ComplaintsforRed Tail Residential

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am a 1.5 year resident of *************************. I have NEVER missed a rent payment since signing my lease in July 2022. Up until this month, December 2023, I have used the same AMEX to pay rent through the resident portal each month. Unfortunately, fraud was detected on my AMEX in November 2023 so the card was disabled and replaced with a new one....which is what happens when there is fraud... I used the new AMEX for this months rent successfully as I have done every month since moving in. JUST last week I was informed that my payments for October and November 2023 were returned due to the fraud detection issue as mentioned above. Due to the failed payments, I now had an account balance of 7k. I promptly logged into the resident portal to pay off the balance per property manager request. To my surprise, all of my payment accounts were deleted from my profile. I attempted to re add my new AMEX (used successfuly for December), but received a system error notifying me that no credit or debit card payments will be accepted from my profile for this balance and every month moving forward... I should not be penalized for the rest of my lease regarding a card issue that was out of my control. Please lift this ban and reinstate my payment options so I can pay the balance and proceed with timely rent payments. My hope is the new AMEX used to pay for December 2023 can be stored my account moving forward. I can pay today.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Breach of lease per security gate and code since October 2022. Verbal agreement to accept late rent with fee through the last day of each month at midnight (paid in full prior to next bill being added to account) to avoid any eviction action. Verbal agreement made legally binding with a history of execution if this agreement for several consecutive months. Please offer a code of conduct agreement for Janautica to cease contacting my phone, coming by my unit without 24 hour prior written notice and cease all harassment and stalking; abuse of functions; retaliation for reporting and conspiracy to commit retaliation; mail theft; mail tampering per civil court case pending/ HUD inquiry and postal inspection. Please provide a copy of leasing agents, managers and staff Code of conduct by electronic communication. I am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. I am an American with a hidden physical disability seeking remedy from stonewalling, gaslighting, fake participation and gross task avoidance in the proper venue. I am an American with a hidden physical disability seeking remedy from gross technical errors and reoccurring website malfunction in the proper venue.Illegal activities causing personal injury. Based on a preponderance of the evidence, I am an American with a hidden physical disability [impacting hearing/vision] seeking remedy (from the ramifications of) social, economic, and financial disadvantage - in the proper venue. I am an American with a hidden physical disability seeking remedy from the undignified treatment of a person coping with a disability in the proper venue.I am an American with a hidden physical disability seeking remedy from retaliation; conspiracy to commit retaliation; retaliation for reporting to HUD; law enforcement; small claims court in the proper venue.Credit back all late fees to account to settle out of court.

  Business response

  12/27/2023

  Hi ******,

  We acknowledge your concerns and appreciate the opportunity to address them.  Our goal is to ensure a positive living experience for all residents.

  In response to your mention of a verbal agreement to accept late rent with a fee through the last day of each month, we would like to clarify that the official policy stipulates that rent is due by the 3rd of each month.  Late fees of $125 are assessed on the 4th for payments received after the due date, and eviction is filed after a three-day notice is issued and expires.  To avoid late fees and ensure timely processing, we strongly recommend submitting your payment by the specified due date.

  For any questions or concerns related to your rent or payment arrangements, we kindly ask you to reach out directly to your Property Manager.  They will be more than happy to assist you and provide the necessary guidance.

  As per your request for a "Code of Conduct" for our staff, our team is trained to adhere to the highest standards of professionalism and courtesy; however, we would be happy to discuss any specific incidents or concerns you may have, and our Property Manager is available to address them directly.

  Regarding your requests for remedy and accommodations, we are committed to ensuring that our community is accessible and accommodating for all residents.  Our Property Manager would be happy to discuss your specific needs and explore potential accommodations.

  Please contact our Property Manager directly at ******************** to schedule a meeting.  We value your residency and want to ensure that we address your concerns in a timely and satisfactory manner. 

  Customer response

  12/27/2023

  An injunction has been filed and the sheriff office has filed proof of service. 
  

  You may attend a pre trial hearing Jan 30th to come to an agreement in the presence of a small claims judge.

  I attempted to pay the 125$ late fee. No partial payment was accepted for the full 125$ late fee. I was offered a promise to pay agreement.

  I signed the agreement with promise to pay the late fee and rent for Dec 2023 in full on or before Dec 31st 2023. Your office offered a written verbal agreement to accept full rent plus late fee by the last day of each month.

  A History of this agreement is shown in my payment history since August 2023. I have not been late prior. 
  

  Your staff is not legally *********** harass me or commit tort for accessing the terms of the late fee agreement. Furthermore, your company is in current breach of lease and an injunction against the owner for gross neglect has been filed in civil court. 
  

  please respect my legal right to dignity. The *********** police have verified I may audio/video record any further interactions when seeking to pick up my daily mail or ground packages. 
  

  Any theft of court paperwork by mail is a federal offense. The postal inspector has been notified and will contract me in the event of an arrest for mail tampering; mail theft. 
  

  Willing to negotiate. Fix the security gate, cease mail tampering and credit my account back all the late fees from September 2023 to date. Provide a code of conduct for leasing staff and a written apology for harassment and tort. 

  Business response

  12/28/2023

  Hi ******,

  In light of your concerns about the late fee payment and the promise to pay agreement, we appreciate your diligence in adhering to the terms outlined in our promise to pay agreement and pre-unauthorized modifications to the document.  We look forward to receiving your payment by December 31, 2023.

  If you have any questions or concerns regarding your payment arrangement, please feel free to contact our office directly.

  Customer response

  01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is an example of gaslighting and fake participation in response to stonewalling and task avoidance.  I will wait for the business to reprimand ****** the respondent to perform the functions of her job duties with dignity and discretion. If action is taken to mandate a code of conduct for leasing staff, if it does address the breech of lease per security gate/code, I will consider this complaint as part of pre trial negotiation. Willing to have **** court house mediate these one-on-one direct concerns. I have given Redtail residential and Trinity property consultants over 365 days to address my directly expressed concerns. Continued stonewalling, gaslighting, fake participation and task avoidance cause the need for court mediation. 

  payment made 12/29 with proof and receipt of money order payment available. Receipt signed by leasing agent. Will attempt to meet with the manager prior to *** 30th pretrial hearing. I have not seen any of the managers promises put into practice. Redtail Residential is being accused of tort; retaliation and undignified treatment for reporting to HUD, BBB, law enforcement and the Leon County clerk of court. 

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was supposed to receive my refund of $819.49 all the way back in June of 2023 and still have not received it and it is December 1st 2023.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, My partner and I recently rented unit *********************** Apartment October 10th 2023. We signed the lease electronically on October 9th and had a viewing the same day. The maintenance man didnt show us the proper unit due to not being finished so we saw another unit that had the same layout. We were under the assumption that our unit was going to be the same, however that was NOT the case. We feel as the company deceived us prior, knowing that workers within the company knew about this situation and didnt tell us. The unit wasnt cleaned at ALL and we saw LIVE ROACHES EVERYWHERE from the previous tenants, and I have email documentation from the leasing consultant that the unit would be move in ready by October 10th which is the date I had an option of picking, assuming the apartment was ready. My partner and I let the company know October 12th with a maintenance request through their online portal, as well as my first email October 15th. The unit was treated prior on October 10th and was also treated again October 16 with a confirmed phone call with the property manager. However Roaches still remained in the unit days after treatment. I have paid $1,300.90 for my move-in charge and prorated rent for October, but due to having roaches we have not stayed one night as I wrote in several emails that we are concerned about our health and safety. I have put in a request and made several attempts in email of asking the company for a refund of my money, taking me off the lease, or moving my family into another unit within the company at no cost, and all the Property Managers Supervisor offered was a one-time concession of $200. We feel like our money has been robbed from us and we are definitely not receiving what we have paid for. I have made another email request if they can even prorate Novembers rent for the days made up in October but I have received no response back. ROACHES is more then enough reason for RedTail Residential to refund our money.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been here before **** when it was shelter cove I can.t get them to do anything hear alot needs done I don.t want to deal with the manger or team member i.am get ready to see a lawyer I have alt of health problems and my Dr wrote a letter I been on section 8 for years because of my health it use to be a nice places to live

  Business response

  09/28/2023

  We will visit ******************' apartment on 9/29/23 to meet with her and detail all work that can be performed in her home. 

   

  Best, 

  *********************** III 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I submitted an application for renting an appartment from **************** in Eagle River, ** on 9/3/2022. I paid an $35 application fee and a $250 holding fee. I scheduled a meeting time to view the apartment. I went to that meeting, waited for an hour, and no one showed up or called. I called the 800 number while I was waiting but received no answer. I made several calls after that day to try to talk to someone about the apartment. I was consistently told someone would call me back, yet no one did. After posting complaints about this rental company, we received an email from Summer ****** Regional Manager, ***************** regarding our situation. We had been communicating with her through email to try to resolve this issue with, but on 8/7/2023, ****** replied to my email stating that we had been assigned an appartment and received a call on 9/3/2022 from ****** to confirm the move-in date. She claims that during that call with ****** we cancelled our move in. We do not know what number ****** called but it wasn't mine. On 8/14/2023, I emailed Summer a copy of my phone records (I am on my family's phone plan so the name listed for my number is my mother's) for the month of Sept 2022 showing her that no call was received from or made to ReNew or any company associated with them on 9/3/2022. ****** has refused to communicate with us since we sent this.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early July I went to the rental office to get a copy of my lease, they told me there was no ink in the copy machine and to come back. Then when I came back they told me to come back again. I think they are very unprofessional.

  Business response

  08/29/2023

  ************ has received a copy if his lease agreement as requested and has been invited to meet with the Property Manager to discuss any concerns. 

   

  Best, 

  Arrive Wheaton 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -Landlord Bullying- I've lived here since March of 2023. Since May of 2023 I have been slapped with late fee after late fee. In May I paid my rent through their online portal and even after I received a confirmation email stating my payment went through, a week later I'm charged huge late fees. There's no activity on their end attempting to reach my bank for payment yet I'm charged fees. I paid rent for August early and a week later, there's an eviction notice on my door. I spoke with ******** the manager finally and she yelled at me demanding another fee tacked onto the rent. Office staff talks in circles, please help!***

  Business response

  08/17/2023

  Hi *****,

   

  My name is *******, and I am contacting you on behalf of Red Tail Residential and our apartment community *********. I have taken the time to review your complaint, resident file, and rent ledger. I understand that a returned payment and NSF fee in May caused an issue for you paying your rent online at our community. I can understand additional fees such as NSF and late fees can be looked at adversely. While the lease agreement you signed states the applicable NSF and late fees our community has, I am apologizing that our on-site team's communication was not more understanding and problem solving. At our communities, our residents deserve to have their issues addressed and resolved professionally. 

  After taking the time to review your account with our property manager, we were able to come to a solution, waiving your NSF fee as courtesy to you as our resident and get in touch with our account department to reset the allowance for on-site payments. You will be able to pay moving forward with the exception of future returned checks. I understand our property manager had the chance to discuss this with you this afternoon and this solution is in agreeance with you.

  Thank you for allowing our team to resolve this issue.

  Kind Regards,

   

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

  Regional Property Manager

  Red Tail Residential 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I gave notice to the property on June 1st, prior to giving notice I called and spoke with *** regarding the buyout. I was told at that time the amount was $1500 to get out of my lease. Since that time, I have been charged $3000 as well as late fees, I have tried to contact the property both via phone and email. I have the documentation to show my attempts. *** nor anyone else from the property have reached out. I went to the office to discuss it in person, however, the office is only open two days a week and I work a full time job. According to the attached documentation, I was also charged for August 1st however, I vacated the property on July 31st per my terms.I lived at the property for 7 years and the consistent turnover in management has made it increasingly difficult year after year. When the property switched over accounts, they didn't cash my rent check for over 60 days which became an issue as I changed jobs and started a new bank account. I was unable to pay online because the system wasn't up and running. Once it was up and running I wasn't allowed to pay online because my check was returned due to the account being closed and your team taking 60 days to cash it. I had put numerous work orders in and nothing was fixed. There was a broken drawer in the refrigerator that was placed over a year ago, I was told it was on order and never did get fixed. The microwave didn't work and they told me there was nothing wrong with it. The air conditioning units were old and the filters needed to be changed, I was told I need to just clean them. Most recently, a tenant was allowed to remain on the property after receiving a vacate notice. The tenant was a danger to the other residents on the property and I didn't feel safe for myself or my 3 girls. The police had to be called numerous times and one time I heard him threaten to shoot the place. Not to mention, they smoked marijuana which led to the smell of it in my apartment and I work from home. I had to find an alternative work environment because it made me sick smelling it every day. Most recently the fire alarm system was worked on and we were not given notice. The team entered my apartment without my knowledge and then they locked the door so we were locked out again due to lack of communication on the management's part.

  Business response

  08/09/2023

  Hello *********************,

   

  My name is *************************** and I am contacting you on behalf of Red Tail Residential. I have taken the time to review your resident file, email activity log, and final move-out statement. I understand there was some confusion on your move-out statement which has not been resolved by our on-site team members. Including their email to you below. If you should have anything we can do for you can contact me directly at ******************* I sincerely apologize for any inconvenience and trouble this may have caused you and thank you for your patience while we resolved. 

   

  
  
  
  
  8/4/2023
  
  
  Good afternoon ******************,
  
  
  I rec'd your email. After reviewing your previous lease, the move out charge for early termination is $1500. Therefore, I have made the adjustments to the early termination fee as well as removed all late fees that were prompted by the termination fee. Attached you will find the revised move out ledger. The remaining charges are from the final utilities. Should you have further questions please feel free to reach out to me. I have cc'd myself on this email so that you will have my direct email address.
  
  
  Thank you,
  *****************************

   

   

   

  Customer response

  08/09/2023

  
  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

  07/20/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I was a resident at ****************. I purchased a home with a very short settlement date. I was aware I was breaking the lease and followed the instructions from the leasing office. I was to pay a fee of ******* dollars for breaking the lease. I paid that fee and the check was cashed by Red Tail. I now received a bill for an early termination fee. I paid an early termination fee in June. (I paid my June 2023 rent AND the ******* dollars). I was not occupying the apartment in July of 2023. I was told by the manager of the leasing office the day I dropped off my termination check that I may not get my security deposit back. I was advised that I was supposed to give 60 days notice (which I could not give with a two week settlement date). I informed Red Tail at that time I was told previously by the office if I broke the lease "You'll owe $******* when you notify us". This is precisely what I did. Now they are billing me for over **** dollars as if my $******* was non-existent.

*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. ↩