ComplaintsforThe Grad San Jose

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed my son up for a one year lease. The Grad told us we would get a $250 credit for signing up. They said it would be in the form of a gift card. We could use the money to pay the rent or use it for whatever we wanted. This was on July 1. I have contacted them over 12 times to get an update. It was supposed to be in our account in August. The office is rude and responds 20% of the time. Today I was told it was not a gift card it is something else. Whatever it is, we are owed this per our contract.

  Business response

  11/17/2023

  We have reviewed your account and he received waived signing fees of $250. The waived signing fee has already been taken off so there wouldnt be anything else sent out. There were also no incentive documents sent out or signed showing that there would be a gift card, but we did run a special with waived signing fees of $250 which again, has already been taken off. From our records, I do see that you have had a response from us each time that you have contacted us. Our office is always happy to assist and responds to each message/phone as quickly as we are able to. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented room from.The Grad for my son who has started his school in ****.The day we went to do tour we were promised about so many things and guaranteed the services,cleanliness and service for the rental unit.On there promises and giving wrong information by showing and telling great things we ended up signing lease documents, which was told as my son just passed from high school and he isnot 18 yet they need guarantor, so I signed too.We were told they will do credit check and while the process there representative who was helping us Ms ********* promised us for shared room number *********************************************************************************************************************** the process she never mentioned that signing documents are the confirm contract and we will be bonded with it. She also told us that August 19th is the moving date and we gave to pay thru cashiers check ******* including mitigated charges and monthly rent will be $1220 something. On August 18th at 8pm just a day before she contacted my son after signing agreement on 17th itself that the room **** what she promised isnot available now as the person staying there has leased full room, she said now you have option to go to other room where roommate is 30 years old and she also mentioned that the same room mate is agitated and not happy to have someone,I asked my son to ask grad representative to call me and Ms ********* called.To my surprise the room she offered us was not shared by any student or 30 years guy the gentleman is 58 years old.I said I'm not comfortable neither my son is as he is not adult to share room with such mature person and I want the initially promised room, she clearly denied bad said you have no option either take the room with 58 years old guy or take more expensive room which is for $2145.I said it's your fault and you are breaking promise and agreement, she said no its in our right and you have signed now you have to pay the rent.

  Business response

  08/30/2023

  All of our leases are individually leased (leased by the bed) and when someone is under the age of 18, we have a guarantor sign the full lease with the primary resident to make sure that the guarantor is aware of all of the lease details. When the lease is signed, each individual page requires a full signature to make sure that each person is aware of what they are signing for. When you came in for your tour, it was mentioned that you needed specific accommodation for religious reasons which we were able to accommodate with any of our units on the ** corner of the building. We are not able to promise a placement on a specific floor since things are subject to change and that is why everyone signs for a floor plan. Unfortunately, the original placement ended up having someone else sign for it so we reached out to you to let you know that we had other options available. Due to the roommate matching on the applications that the primary resident fills out; we had one other room available for a double occupancy room with the requested accommodations. We wanted to make sure that you were aware of all of the options since the roommate matching with the application did not line up with similar interests for what we had available with your accommodation requests. That is when we mentioned that there was an option for a king suite which you signed for so there would be no roommates within the room. With lease agreements being signed, each resident and guarantor would be responsible for that contract. All rooms are cleaned before someone new moves in and if there are any concerns with the unit that are brought to our attention, we will work with each resident to make sure that we are able to assist. Our Maintenance team has checked out any maintenance requests for the unit and there was no mold found and the ** was working properly. Our team is also working on trash and there has been an email sent out to make sure that residents are disposing of the trash properly. When residents do not dispose of trash properly, it can cause a delay, but the trash rooms have been cleared.  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  An outlet in my room sparked and the power went out. The spark resulted in the cord and outlet cover being burned. I called emergency maintenance and the standard maintenance guy came in. He reset the outlet and put a new cover on but said he did not know what caused it and that I should just not use it because it could happen again. I later called the office to schedule a real electrician to come in and fix the problem and I found out that the report from the maintenance guy said that I had too many things plugged in. In reality, I only had my computer plugged in through a surge protector, which probably saved my computer from damage. I initially scheduled an appointment with an electrician through the office manager, but they never showed up for the agreed-upon time. Since then, I have been calling and emailing for two months now and have been ignored. I recently visited the office a second time in person and was told that they were still "working on it" and that they did not receive my emails. I then sent the office manager an email from a different address, and she said she saw it, so I forwarded my other emails to her. I have still not heard anything back and they continue to ignore my requests. Even though I am moving out soon, this could be a safety hazard until it is properly looked at. I have not used the outlet in question since and am extremely frustrated with the management. Part of my monthly rent goes into general repair and I should not be paying if they are not going to use it to fix a problem.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed the lease June 25 and never paid any deposits. I signed the lease under the pretense that The Grad was safe and I found out * ****** occurred on The Grad and when I asked about further information I was denied any information about. After that The Grad ignored me and I Left a voicemail explaining I would move in and called and left voicemail explains that I have a right to have some information and I asked for it to be disclosed and I was denied that. I left them a voicemail stating due to there non-disclosure of a ******** ****** that happened in the resident that they didn't disclose to me and them ignoring my attempt to contact them I would no longer be moving in 7/10/21 was when I left the voice mail. I have the transcript I was instructed to use from my lawyer at the time. After, I continued not hear from them until they got new management and the new management called me a month and a half later to ask me when I planning on moving in. I told them was not moving in.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2021/10/27) */ After reviewing her case, my manager approved to let *************** break the lease. We also revised the financial move out statement and she has no lease obligation from now on. We can close this case as the issues have been resolved

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 1st 2021 - July 31, 2021 Amt: $152.00 Business will not respond to repeated attempts to resolve I rented a shared living space in good faith with The Grad for 4 months. I arrived much later than the other occupants that rented rooms in the apartment and the shared space was damaged and very dirty. I documented this and shared my concerns with the then property manager at move in. After the shooting took place that individual was no longer employed. Also, after the death of the renter my apartment door no longer locked from the outside. I sent numerous requests following their process for the lock to be fixed. I was never able to get them to repair the lock and had to live with an unlocked apartment for 2 out of 4 months. This was very concerning after what occurred in the bldg. I was not asked to pay a security deposit and am now being billed for $152 with the threat of being turned into a collection agency. I left my space clean and in the exact condition as it was.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2021/08/24) */ Hi, This resident did not follow move-out cleaning instructions even, they have been provided. If resident does not clean adequately, resident shall be liable for reasonable cleaning charge. The cleaning cost has been split to all residents who occupied in the unit. Therefore, resident's dispute has been rejected. We attached 2 different invoices for carpet and cleaning service. The resident occupied unit ****** Business Response /* (-10, 7, 2021/08/24) */ Business supplied email: ********************** Use this address for this or any future complaints, but nothing else Consumer Response /* (3000, 8, 2021/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response above from *** ** is inaccurate. ***** from The Grad finally reached out to me this week and she indicated the case is under review. Business Response /* (4000, 16, 2021/09/13) */ Hi, We already resolved the issue with ********* ****** and everything is all set. Did you get another complaint from this consumer? We remove all charges for her and we closed this case. Best, *** ** ********** The **** *** **** ** East *** ****** ******* *** ***** ** XXXXX (XXX) XXX-XXXX ********************** Consumer Response /* (2000, 18, 2021/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My lease at the Grad ended on July 31st, 2021 but I had not occupied the Grad since mid June 2021 due to health reason. I paid for the entire lease and returned the room early. It was walk-through inspected twice, once by the bookkeeper and another by another staff of the establishment. The latter took many pictures of the room and commented that it is very clean and that I would have nothing to worry about. Then about a week later, I got an outstanding bill for $50 for carpet cleaning. This is after getting assurance from one of the walk-through inspectors that "I would have nothing to worry about." Neither inspectors mentioned anything about the carpet cleaning to me. When I asked the bookkeeper to waive this charge, she declined by telling me that almost all tenants have to pay this fee. I feel cheated and blindsided because I knew the room I returned did not need carpet cleaning. If management decided to clean anyway, that should be on them, not the tenants.

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/08/20) */ Contact Name and Title: *** ** - ********** Contact Phone: XXXXXXXXXX Contact E***l: ******@assetliving.com Hi, The reason this resident has been billed as her carpet is dirty. We have to send the vendor to fix her carpet. She has occupied unit 1601-D1. We charged her only $50 but she is supposed to be charged of $100 as she also unauthorized occupied 1601-C. Please see the attached invoice as for your reference. We have to pay for the damages were caused by this resident. Business Response /* (-10, 6, 2021/08/20) */ Business supplied e***l: ***[email protected] Use this address for this or any future complaints, but nothing else Consumer Response /* (3000, 8, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information given by the ********** is ****** I could not have occupied room 1601-C because that room was (and possibly still is) occupied by another resident whose name is Ngoc. Regardless, I did not occupy any other room but my assigned one. I don't accept the ********** ********** information to ****** me while ************ her ********** ******* ********** I ******** my room in like new ********** The carpet was not damaged and did not need cleaning, as evidenced by 2 successful walk-through *********** without any noted incidents. The business is *********** *********** so I will eventually be forced to pay but I don't agree to this ******** tactic ******** by the business. It is sad there is not much protection for the ********** especially when the dispute amount is small. Many will ********** pay to avoid the ****** of ************ but that does not leave the business in the right. It is no surprise that the business receives only a score of 2.3 out of 5 on Google reviews.

*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. ↩