ComplaintsforBassham Properties

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted a notice to vacate form to Sonterra signed by myself and my roommate on April 13, 2024 for 60 days notice to move out on June 13, 2024. The office returned the attachment acknowledging receipt but denied approval. The lease ends May 6, 2024 and I would like to know why it's not approved and what steps need to be taken to resolve the matter ASAP. I tried calling the office and no one answered. I Left a message as well as emailed the property manager. Please help resolve this issue.

  

  Business response

  04/17/2024

  Thank you for reaching out to us with your concerns. We apologize for any confusion surrounding your notice to vacate. We appreciate your residency at ********. The office checks the box on the notice stating that the notice has been received and will be used for purposes of reletting the dwelling but that you are not released from contract liability.This is because you are still under contract until the 60 days is up and you have relinquished possession of your dwelling. Once the 60 day requirement is completed and possession has been released, the contract terms will have been completed and there will be no more liability. We understand how this can be confusing and we are sorry that you were not able to get ahold of the on-site office to get this explanation. 
  
  Please let us know if you have any questions or concerns. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6, 2023, I along with my family moved into ***********************, Unit 414, managed by Bassham Properties. Upon signing the lease agreement, the designated security deposit amount was clearly stated as $250.However, during the move-in process, I was charged a security deposit of $2,216, significantly exceeding the amount agreed upon in the signed lease.Attempts to Resolve:On July 28, 2023, I contacted the Ventana Oaks leasing office, requesting them to honor the deposit amount specified in the lease contract. They directed me to contact their corporate office, Bassham Properties.I sent a follow-up email on the same date to both ********************** manager ******* and Bassham Properties, outlining the discrepancy.On August 8, 2023, I received confirmation emails from both parties acknowledging the error and stating they would rectify the issue by adjusting the deposit amount to $250. They also mentioned involving the onsite team for the correction.Despite these assurances, upon inquiring with the leasing office again, I discovered the adjustment had not been made. I then communicated with the community manager ******* via email on to highlight the ongoing issue. ******* confirmed she would address it.I followed up in person at the leasing office later and received further assurances that the matter would be resolved.As of today, seven months after the initial discrepancy and multiple attempts at rectification, I have not received a refund for the difference in the security deposit (approximately $1,966).This error has caused significant financial inconvenience for my family.I sent out an email to Bassham properties and Ventana oaks manager to refund my deposit and Given the significant delay in returning my rightful security deposit, I request a corresponding adjustment to my lease end date.I dont see any response so far on my request

  

  Business response

  04/09/2024

  Good afternoon,

  We understand your request and we apologize for any confusion or inconvenience surrounding the additional deposit on the initial lease term. However, as we have already explained, we cannot adjust your lease end because of this. We are bound to the contract just as you. 

  Customer response

  04/09/2024

  Dear Bassham Properties,
  
  I'm disappointed that the process took seven months to refund my security deposit, causing significant financial hardship.
  
  While I appreciate your position regarding the lease end date, adhering to the original agreement no longer reflects the situation fairly. The extended delay in returning my rightful security deposit remains a significant breach of the lease agreement and Texas Property Code Section 92.106.
  
  Considering the inconvenience I've faced, I'd like to reiterate my request for a revised lease end date.
  
  I'm open to discussing a mutually beneficial solution. Perhaps we could agree on an end date somewhere between the originally agreed-upon date of July 5th, 2024, and my proposed end of May 2024.

  

  Business response

  04/10/2024

  There was a credit made to your ledger in the amount of $1,966, which was the additional deposit amount collected at the time of move in.  The $250 deposit paid at the time of application is reflected correctly on your lease and will remain as security deposit until the time of move out.  This credit was applied on 4/2/2024 as you were told in previous emails.

  Out position on the lease end date has not and will not change.  We have done all that we have told you will do.

  Customer response

  04/11/2024

  Youn guys have illegally held my deposit of 1966$ for 9 months. What is the compensation you offer for the delay in crediting my deposit back to my account?

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I lived at the Verandah from September of 2021 to November 18th of 2023. Throughout our time as tenants at this location, we dealt with less than par conditions, which isnt even the issue.Over the summer we were told we would not be offered a lease renewal due to late payments on several occasions because of a roommate situation. One day in October 2023 I had noticed that the Verandah had uploaded a lease renewal to our tenant portal (with no other communications). I promptly called and emailed the office that we were planning to move out of state. This took place on 10/3/2023. I was called shortly after by an office staff member who said that she will take note of our non renewal notice, and told me there was nothing else I had to do on our end.November 18th 2023- our move out date had arrived and upon returning the keys to the office we were met with confusion as to where our non renewal notice was. I informed them about the convo I had with the office staff and they told me they would iron out the situation l. ( I believe the ladies we spoke to were ***** and *****). They seems upset with the staff for telling us that we wouldnt be able to renew. Mind you we had paid for the whole month of November and we were told we would be prorated from 11/18/23- the end of the month as we were not living there at that point. Since we moved out we have been passed around from person to person who told us our refund check would be coming soon. Last month I finally got in touch with the NEW management who said that since nothing was documented that they refuse to refund us what they owe. Now I am getting called from collections regarding another payment we somehow owe. I have a young family and feel as though the verandah has taken advantage of us based on our trusting nature. I have many friends in the complex who feel the same. I am seeking feedback on how to rectify this situation.

  

  Business response

  03/27/2024

  We apologize for any confusion surrounding your move out. 
  
  Upon reviewing your file, we can see that your notice was placed for 10/3/2024 when you email was sent, a 60 day written notice is required which ran you through 12/2/2023. We can see that you paid your November rent in full and had a zero balance. You had a $350 deposit on hand, the final utilities from 09/23/2024-11/18/2024 were taken out of this, as was the 2 days of rent for 12/1 and 12/2, as well as a charge to replace the carpet which was damaged at move out. We do show that a $233.41 balance was sent to collections. 
  
  We want to answer any remaining questions you may have.Please reach out to *************************, our Regional Property Manager, at ***************************. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My daughter ******, attending college in ****** *****, and her roommates recently moved out of their apartment. This was at The Verandah room 1937. I was acting as the guarantor and fourth member on the lease. They moved out on Jan. 8, 2024 and we became concerned when a month later we had not received our deposit. My daughter tried for several weeks to get answers through Verandah to no avail. So I got involved and tried contacting them as well about two weeks ago on March 1, 2024. Speaking with *****, he tried explaining to me that they had no address to send the deposit which is incorrect as we have the signed move out intent letter with such information (provided). He then sent me our move out statement on March 1, 2024, nearly two months after our move out. On it there was a carpet replacement fee for $798.07 (provided). I disputed that and asked why we were not given this information for two months when they took the money two days after we moved out. He said he would get back to me the next day which turned into another week. I again had to try and contact them once again as we seemed to continually get ignored. I then asked to talk to the manager *********************** on March 12, 2024. She again claimed they had no forwarding address, which is incorrect, yet never tried emailing or calling us to refund our deposit. I then disputed the carpet fee and wanted a detailed summary of what was replaced. She said the carpet had not been replaced but the fee was a wear and tear use fee calculated for future replacement, which is against State law. I then asked for our original move in papers that we marked such wear on the carpet before moving in. They somehow did not have that on file but the previous renters move out file they did have and she stated that it said the carpet was fine. This all became very suspicious to me and it seems they are taking advantage of out of ************* students. It is now over 60 days without resolution or deposit against *********** law.

  

  Business response

  03/19/2024

  We are very sorry for any confusion there may have been surrounding your daughter's move out. While we are not able to go into account specifics, we do show that a refund check was cut on 2/2/2024, within 30 days of the move out date of 1/8/2024. We do show that the check was mailed to the property due to a forwarding address not being entered into our system. We are not sure why this happened and we apologize for the error on our end. We are happy to re-issue the check for you. Is the address on the notice to vacate provided still the best one to send your refund to? 
  
  If you would like to discuss this in more detail please reach out to our regional property manager directly and she will be happy to assist you. Her name is ************************* and she can be reached at ****************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name is *******, I feel bad about the way they are treating me at the property 150 ***************************** ** ***** Fairways star ranch it is the last month of my contract, I have already made my corresponding payment and a week later they call me from the office that They were wrong that I had to pay more money, I told them that they were going to operate on me and that they would let me stay until the day I had payment, which was exactly 4 days apart, I paid until the 24th and my departure date is the 28th. , Miss told me she would take it from my deposit, I told them no, my deposit is only for defects in my apartment, which by the way it doesn't have. I ask you to help me and I am a tenant who has never had problems or complaints from neighbors, my payments have always been up to date and they have not been fair with my money and my current health situation my number ********** please. I need you to call me. I feel bad about this situation. I only ask to leave 4 days before so as not to have to pay I planned my surgery because I didn't count on this office error.

  

  Business response

  11/16/2023

  All resident correspondence is through email only. It is done this way so that everything is documented and there are no misunderstandings.
  
  After reviewing your file, we discovered that you were given the incorrect prorate amount. The community manager called you and apologized for the error. Unfortunately,mistakes happen, and we are sorry for the inconvenience this has caused you.
  
  The lease contract ends on November 28, 2023. You are financially responsible through the end date even if you move out early. The remaining balance of $472.07 is due now. If payment is not made prior to moving out it will be deducted from the security deposit along with the final utilities and any cleaning or damage charges in accordance with paragraph 5 of the lease contract.
  
  We thank you in advance for your understanding and cooperation in this matter.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Verandah Apartments run by Bassham Properties had lost our move out notice delivered in hand to their front office employee. Claimed that we never turned in a notice and charged us 2 additional months of rent. According to our lease, we supplied the proper notice, verified with the front desk worker if there was anything else we needed to complete and she told us we were completely good to go. A month later we get charged for 2 additional months of rent claiming we didnt give them correct notice.Upon move out, they charge us for a complete carpet cleaning and install/replacement. I have video footage of the apartment upon move out and there is no such need for this service. We are being taken advantage of. They successfully pulled an additional $1,800+ out of us by claiming we did not give proper notice. Lawyers were willing to fight it but with the charge so similar to lawyers fees, they recommended simply paying it to avoid a lengthy legal process. Now they have incorrectly charged us for a carpet replacement and are seeking an additional $600 out of. Their financial statements are all immensely confusing with various charges and chargebacks included with absolutely no explanation for the charges. This business is ripping people off left and right. There have been numerous complaints from tenants in the community.

  

  Business response

  11/17/2023

  We are sorry for any confusion regarding your move out terms. 
  
  We do require move out notice in writing, we use the *** notice to vacate from for all notices. This form has a receipt that is given back to the resident so they can have documented proof of the notice being received. 
  
  We process all move outs in the exact same way. Once the resident moves out, a manager walks the unit and documents this on an inspection with photos. We the get a bid for the carpet from our carpet cleaning company and follow their recommendations. The assistant manager then puts everything together and finalizes all charges. This is what was done with your unit. The assistant manager has provided you with a bid from the carpet cleaning company recommending a replacement as well as a breakdown of your final charges. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an apartment from Canyon Apartments in ********** *****. This was my second apartment at this complex. I originally moved in 8/2019. When I downsized from my 3 bedroom to a 1 bedroom I received my entire deposit back because I left that apartment emaculate. Now when I move into a 1 bedroom now I have roaches, no they were already there when I moved in. I lived in the 1 bedroom apartment for 2 years. The first year and a half I battled a ***** problem. I constantly reported the problem and they would send out pest control to treat the issue, so I know there is a record of that in your system. The guy told me that they had to be coming from an apartment next to me, which I believed that. *** never had roaches in my life. Late last year 12/2022 or early this year 01/2023 the neighbors did move out and my issue was resolved I didnt have to call anymore. I ended my lease in 10/2023 and moved out. Cleaned the apartment and I have pictures to prove it. I was charges and additional ****** for pest control when I no longer had an issue which wasnt my issue to begin with. On top of all of that I paid a pest control fee monthly with my rent. Why am I being charged an additional fee is insane to me. I would like this fee removed because it is unwarranted and unfair.Thats double charging me for a pest control fee for something youll should be doing anyway when every tenant moves out of an apartment anyway. Ive spoken to the people in the front office which never gets back to your concerns so now I have no choice but to take this to a higher level. I hope youll look into this and do what is right to do in this matter. Thank you!

  

  Business response

  10/24/2023

  ********,
  
  Thank you for reaching out to us and allowing us time to research this for you.  We can confirm you reported an issue with pest control in May of 2022.  The move-out pictures show signs of dead pests.  We will remove the $135 charge from your account and send you an updated statement.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name is ************, and I recently initiated the leasing process for unit 414 at ************. I am writing to bring to your attention a significant rent discrepancy between what was communicated to me and the rental offer I signed compared to the leasing document I received.On May 11th, I spoke with *********************, the leasing agent from ************ community, who informed me that unit 414 would be available for rent from July 5th at a monthly rate of $1963 for a 12-month lease. However, when I checked the website later that day, it stated that unit 414 was only available for move-in on July 6th, and the rent displayed was $1966 per month.Despite the inconsistency, I proceeded with the application process, and ***** later informed me via email that the actual rent for unit 414 is $1975 per month, with a discounted rate of $1966 per month if I moved in on July 6th for a 13-month lease. After sharing my application and rent quote sheet PDF, ***** agreed to modify the rent back to $1966 per month, but with the condition that the move-in date would be fixed as July 6th, 2023. I accepted the revised terms and signed the rent offer form as instructed.To my disappointment, on June 2nd, I received the lease document, which indicates that my rent will be $1981 per month instead of the originally agreed upon amount of $1966 as mentioned in the Offer to Rent form.In an effort to resolve this matter, I expressed my desire to speak with a manager. However, ***** has been reluctant to include the manager in our email correspondence. Therefore, I kindly request your assistance in escalating this issue and exploring any possible solutions to rectify the situation. I am eager to move into ************, and these initial hiccups have dampened my enthusiasm.I sincerely hope you can investigate this matter promptly and provide a resolution. Please let me know if any further information is required from my end. I look forward to hearing from you soon.

  

  Business response

  06/05/2023

  Hello *****, 
  
  We appreciate you reaching out to us with your concerns. We have reviewed your account. We can see where the discrepancies in the rent quotes came up and we can see where ***** reflected the $1966 for a move in or 7/6/2023 on a 12month lease. We apologize that the lease was sent out with the incorrect amount, we will honor the rate of $1966 for a move in of 7/6/2023 on a 12month lease. ***** will re-send the lease to you tomorrow (6/6/2023). 
  
  Thank you for your patience as we work to complete your application and for choosing ************ to call home.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within a month of moving into the apartment building on 04/08/22, the A/C unit began shaking and creating a squeaking noise. I created a service request which resulted in maintenance that accommodated the issue, but did not resolve the underlying problem. The A/C unit failed to cool the apartment on 06/13/22. The unit's cooling issue was fixed within 24 hours. On 08/19/22, the A/C unit began causing a squeaking an unignorable squeaking noise again. On 08/23/22, I submitted a service request via phone call at 5:40p, received by a receptionist named "***". As of 08/25/22, the issue was still not resolved, and I did not see a registered service request. I approached the office in person around 4:15p. I spoke to *** in person and he deferred to *********************. ********************* then tracked down their maintenance personnel who collectively confirmed they would have the work done by the end of the day. At 5:40p, no personnel still had not come by to fix the A/C, 20 minutes before business close. To ensure that they were still planning on fixing the A/C, I again visited the office where I talked with ********************* and the maintenance personnel. They once again confirmed they would fix the A/C by the end of the day. Again, no service request was registered. I was away from my apartment from 8/26/22 until 8/28/22 to be able to have a full night's sleep. Upon returning on 8/28/22 around 9:30p, the A/C unit was still heavily squeaking and preventing restful sleep.The A/C unit's squeaking is preventing any restful sleep and is impacting my ability to work. I'm a software engineer that requires reliable thought process, and this has been a detriment to that. I've been unable to spend any relaxing time in my apartment. The sound is causing irritation and anytime I hear white noise I hear the same squeaking noise alongside it. This is not home.I would like a refund / prorate for the days that I've had to deal with this persistent issue at the negligence of proper maintenance.

  

  Business response

  08/30/2022

  Thank you for inquiry ***********  Your AC unit was serviced last week, with a follow up on 8/28 and another follow up on 8/30.  A phone call to your number on file was attempted and unsuccessful due to a full mailbox.  A message was sent to your email on file requesting a meeting to discuss and resolve this request.  Please reply to the email so we can communicate directly. 

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at Stone Oak on ****** and have been there for over a year now. Ive enjoyed living there and its a very quiet community. On Thursday, I had my cousin visiting for the holidays and he was helping me bring some things in from storage. He hurt his foot and was unable to bring things up the stairs so he has a friend help him bring it up from the patio with a rope. I was at work during this and wasnt aware. I talked to the office, and with the assistant manager about the issue and it was squared away. About 20 minutes after that maintenance knocked on my door saying there was a possible water leak upstairs and asked if he had noticed any leaks lately. Which my cousin replied no I havent noticed anything, but you can come in and take a look if youd like which he replied with no, its okay. But if you notice a leak I hope you will let me know. Have a good day. My cousin had me on the phone during this meeting so I heard it all. Today, 01/03/2022 I received a notice on my door around 4 pm stating a bunch of violations. One stating that it was an unauthorized non lease holder refusing to let maintenance into my apt during an emergency. I was on the phone, my cousin asked them to come in and they said no. Where is this coming from? They also said I had a pet in my patio. I dont have a pet. And I dont know why a pet would be in my patio. I called my assistant manager and I talked to the head maintenance. Head maintenance is saying that Im lying and that he wasnt allowed in my apartment. I was on the phone to give him permission to come into my apartment! On top of that the assistant manager is saying that I said things on our phone call on Thursday about the whole rope on patio situation which I for a fact did not say. Also, there are no photo evidence stating the pet in patio. If Im receiving a violation id like Photo evidence. Id love to talk about this on the phone so please reach out. Im very disappointed in the handling of this situation.

  

  Business response

  01/04/2022

  We have spoken with the on-site team about this.  The violations were served for several issues that were observed by the on-site staff.  #1 Trash on the patio  #2 Failure to maintain renter's insurance  #3 an unauthorized pet in the apartment  #4 an unauthorized occupant  #5 hauling items over the patio.  These are all items that were observed by the on-site staff.  As long as they are all corrected, then there will be no further action taken.

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