ComplaintsforAimco

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to dispute the charge of $2380 for countertop replacement listed in the move-out statement dated April 17, 2023, for the property located at *******************************************************************************************After terminating my lease on March 23, 2023, and paying the required early termination fee, I received a move-out statement that included this unexpected charge. this charge should not belong no me not to my apartment number. I never broke a countertop While I did receive a photo purportedly showing the damaged countertop in question, there is no accompanying evidence to confirm that this damage occurred in my unit during my lease term. I have requested additional verification, such as more photographs or a video showing the unit number. Your response has been inadequate . I took great care to maintain the unit during my lease term, including deep cleaning, repairing holes from hanging paintings, and repainting the entire unit upon my departure.I have provided you with videos documenting the condition of the unit upon my move-out. In light of the above, I respectfully request that you remove the disputed charge of $2380 for countertop replacement from my moveout statement.

  

  Business response

  08/08/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your Final Move Out statement with ********** at ******** involving your disputed granite countertop replacement charge.
  
  I have communicated with our Community Manager and during your final inspection the damage to the countertop was pointed out to you and you indicated you would not pay for the damage.
  
  We have included the repair invoice as well as photos for the granite countertop and your apartment number is on this invoice.
  
  The collections agency we work with, ******** requested photos of the damage and we have provided and sent these to them. You will need to work directly with ******* as they have proof of the charges and can address your concerns.******* can be reached at **************.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 

  *************************
  Shared ************** | *********************
  Email: ***************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer response

  08/12/2024

   
  Complaint: 22087778
  
  I am rejecting this response because: my unit was in very good condition when leaving and no one pointed me the damages on final inspection. this is not true!

  also all your units look similar, you took picture of damages in one unit and then took separate picture of my door number thats why i requested a video showing damages in my unit!
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed my lease agreement on May 17th 2024. I was not offered a walk through of the apartment. I was unable to due to the length of time it took for the leasing agent to create the lease and I had to rush to work after, however, I was assured the unit was ready for move in. Once I stopped by the unit I noticed stains on the walls, a greasy substance on the carpet, yellow and brown stains in the bathroom, an awful smell in the apartment, and many broken/damaged items in the unit. I filled out my Resident Move-In Inspection Form detailing all the issues I noticed in the unit and returned it on May 24th. Along with this, I submitted maintenance requests, sent numerous emails to the property manager, made countless phone calls to the leasing office, and even visited the office a few times. Despite my efforts, *** been ignored and still the same issues persisted. Even now, many of the issues regarding damages in the unit that I submitted maintenance requests for have not been rectified though they were marked as completed in the system. Regarding the hygienic state of the unit, I emailed the property manager, *******, many times about the issue since I was informed by members of her staff that she would have to approve the cleaners to be sent to the unit. My emails, phone calls, and visits were ignored by her. I continuously informed her that I was becoming ill because of the state of the unit and had to visit the doctor twice as well as purchase medicines to combat my illness. She let me know she would send the cleaners after a leak occurred in my apartment on June 3rd, however; she did not so, I was forced to take matters into my own hands and clean the unit which I had to purchase items for this as well. After I informed her of this and requested reimbursement, then she decided to send cleaners on June 25th. There are still stains on the walls and ******* again is ignoring my emails and calls. I have screenshots of emails, receipts, and call logs if necessary.

  

  Business response

  07/09/2024

  Hello Rownag,
  
  We appreciate you reaching out to our BBB partners regarding your concerns. I was unable to locate your information in our customer records to get an opportunity to look into your feedback more specifically.
  
  Could you please send the name of your community where you reside, the unit number, the name of the primary lease holder, the phone number and the email address on record please?
  
  Once we have these details we will continue to look into your concerns and circle back with you at the earliest convenience.
  
  Thank you,

  *************************
  Shared ************** | *********************
  Email: ***************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Summary of the Dispute:Initial Contact: After moving out of Shenandoah Crossing Apartments, I received an email from the company stating that there was a final balance due, including a termination fee for breaking my lease early. My Response: I acknowledged their email but pointed out that the apartment I vacated had already been re-rented. I asserted that, under Virginia law, I should not be liable for rent on a property that is already occupied and generating income for the landlord. Company's Reiteration: responded by stating that the charge was a termination fee, not rent, and could not be revised unless I had documentation stating otherwise. Further Clarification: I further clarified that Virginia law prohibits landlords from receiving rent from two tenants for the same period. Since the unit was promptly rented out after my departure, I requested that the termination fee be waived, as it seemed unjustified given the circumstances.Final Response from Company: reiterated that the termination fee was valid and non-negotiable, as per the lease agreement. They emphasized that this fee was a consequence of terminating the lease early, regardless of the unit's re-rental status.Nature of the ********************* is charging a termination fee despite the unit being re-rented immediately, resulting in no financial loss to them.This fee feels punitive and seems to contravene the principles of the Virginia Residential Landlord and Tenant Act, which requires landlords to mitigate damages.The companys stance appears to result in double compensation for the same rental period, which is against Virginia law.Desired Resolution:Waiver or significant reduction of the termination fee, reflecting the actual financial situation and aligning with Virginia law.I am seeking the Better Business Bureau's assistance in resolving this matter fairly and in accordance with the relevant laws, ensuring that such practices are addressed and rectified.

  

  Business response

  06/06/2024

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Shenandoah Crossing involving your final account statement.
  
  You turned in a notice to vacate on 2/20/24, the required 60 days in advance of your move out date of 4/20/24. Your lease expiration date is 8/5/24. We have included your renewal amendment which you have initialed as read stating the relet fee on you apartment would be 300% of one months rent should you terminate your lease early. This is a relet fee, not rent.
  
  Our ************* After Move Out team has also communicated with you and advised you this fee is valid and will not be adjusted for the time the home was vacant. A termination fee is a fee provided to a resident as a convenience and a way to get out of their lease obligation for any circumstances. This is a fee for terminating your lease early and does not apply to rent in any way.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 

  *************************
  Shared ************** | *********************
  Email: ***************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer response

  06/18/2024

  Good afternoon, ******,

  Thank you for your response and for clarifying your position regarding the termination fee.

  However, as per your recent communication and the response from the Better Business Bureau, it has been stated that the termination fee will not be adjusted for the time the home was vacant. Given that the apartment was promptly re-rented, the unit was not vacant for a significant period. Therefore, the termination fee should be adjusted to reflect the actual vacancy period, if any.

  It appears there might be a misunderstanding regarding the duration the unit remained vacant. Since the unit was re-rented quickly after my departure, I kindly request that the termination fee be adjusted to cover only the period the apartment was truly vacant. Charging a full termination fee when there was no substantial vacancy period seems excessive and unjustified.

  I appreciate your understanding and attention to this matter. I look forward to a fair resolution that accurately reflects the circumstances.

  Best regards,

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

  Customer response

  06/19/2024

  Good afternoon, **************, LaQuintin, and *****.

   

  Thank you for your response and for clarifying your position regarding the termination fee.

   

  However, I would like to reiterate several important points that have been previously communicated and provide additional context:

   

  • Re-rental of the Unit: I have arranged for a new tenant, ***************************, to rent the unit starting April 27, 2024. I coordinated a meeting with the Community Manager, ************** ****, who accepted him as the new tenant. As a result, the unit was not vacant for a significant period. I have a copy of his rental contract as evidence.

   

  • Notice and Compliance: I submitted my contract termination notice 60 days prior to vacating the unit, in compliance with the lease agreement. Additionally, I paid all required cleaning fees to ensure the unit was in good condition for the next tenant.

   

  • Since I brought in the new tenant and the flat did not stay empty, you did not encounter any losses. Therefore, I am not liable for the amount you want me to pay.

   

  • I am also copying ************** ****, the Community Manager, as he can verify and confirm everything stated in this email, as I was communicating with him in this respect.

   

  Given these circumstances, the termination fee mentioned is not applicable. The unit was promptly re-rented without any significant vacancy period, resulting in no financial loss to *******************. Charging a full termination fee under these conditions is excessive and unjustified.

   

  I respectfully request that the termination fee be adjusted to accurately reflect the brief period from my vacating day 4/22/2024 to the new rental contract starting 4/27/2024, during which the apartment was vacant. The current fee assessment does not align with the actual circumstances.

   

  My family and I greatly appreciate the time we lived in *******************. We highly respect all employees there, so we look forward to keeping this memory as positive as it, is by having fair treatment to clear our move from the company.

   

  I appreciate your understanding and attention to this matter and look forward to resolving this issue fairly.

   

  Best regards,

   

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

   

  CC: ***** ****, Community Manager

  

  Business response

  07/08/2024

  Hello ******* and BBB Partners,
  
  Please note, we do not allow subletting of our apartment homes. Per your signed agreement provided previously, when terminating your lease, you would owe a 300% relet fee which is what you were charged, however are disputing. This aligns with which has been stated in our previous response and by our ************* After Move-out Team in their conversations with you.
  
  At this time, we would request proof that you were approved to have these relet charges waived if someone re-leased the apartment.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  

  *************************
  Shared ************** | *********************
  Email: ***************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer response

  07/09/2024

   
  Complaint: 21775306
  
  I am rejecting this response because: 
  
  Dear *****,
  Thank you for your prompt response.
  I want to clarify that the new tenant, ***************************, did not sublease the apartment. Instead, he signed an official lease agreement directly with Shenandoah Crossing, facilitated and approved by the Community Manager, ************** ****. Therefore, the apartment was promptly re-rented, and Shenandoah Crossing did not incur any financial losses due to my early termination.
  Charging a 300% relet fee is excessive and punitive, especially considering the unit was re-rented almost immediately. This fee does not reflect any actual damages or costs incurred by Shenandoah Crossing.
  In the interest of resolving this matter amicably and fairly, I propose to pay one months rent as a relet fee. This amount is reasonable and acknowledges the minor administrative costs associated with re-renting the unit.
  I hope we can come to a mutually agreeable resolution and avoid further escalation of this issue.
  Thank you for your understanding and cooperation.
  
  
  Sincerely,
  
  *************************

  

  Business response

  07/11/2024

  I wanted to update case #******** for ************************* with a new development.

   

  After further review, our ************* After Move Out Team has adjusted the relet fee and emailed a new final account statement to *******.

   

  Please reach out if you have any questions and I will be happy to assist.

   

  Best Regards,

   

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

  Customer response

  07/12/2024

  I am writing to inform you that, thanks to your efforts, Shenandoah Crossing Apartments has responded and agreed to a fair resolution regarding my lease termination fee.

  They have accepted to calculate the fee based on the actual vacancy period only, and they have sent an adjusted final settlement statement reflecting this. This outcome is much appreciated and aligns with a reasonable and fair settlement.

  I will communicate with Shenandoah Crossing to arrange for the payment. However, I would like to note two points of disagreement that remain:

  1. Apartment Cleaning Fees: I have already paid for the cleaning of the apartment and have a receipt as proof of this payment. The final settlement statement includes these fees again, which I believe is an error.
  2. Broken Sink: The sink was already damaged when I took over the apartment. I reported this issue to the Community Manager at that time, and they took note of it. The final settlement statement includes charges for the broken sink, which I believe should not be my responsibility.

  Thank you very much for your invaluable assistance and for facilitating this fair agreement. Your support has been instrumental in resolving this matter amicably.

  Sincerely,

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Monday April 1, 2024 I logged into the resident portal to make my monthly rent payment and portal would not allow me to access itemized billing details and payment proceeded when I was actually attempting to cancel this transaction until I was provided itemized billing details as my rent was supposed to prorated for this month , pet fee was supposed to be removed and no con serv bill was ever provided so clearly was not intending to mske a payment until itemized billing details were provided as requested that same day .Management was emailed on 4/1/2024 and this information was requested .To date no response to this requested information has been provided so that my account can be adjusted and reconciled before my move out date on May 20, 2024 .I am simply requesting that the itemized billing details be provided as soon as possible so that the appropriate amount due is rectified and a credit adjustment is made to my account for the April 1, 2024 overpayment.

  

  Business response

  04/15/2024

  Hello *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern. We have reviewed your records with Waterford Village regarding your requested adjustments to your ledger.
  
  Our Community Manager has spoken and reviewed with you pet charges that needed to be removed from your ledger as well as questions you had about your water and sewer utility charges.
  
  Per this conversation you have agreed that your concerns have been taken care of.You currently have a credit balance that is reflected in your attached ledger.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,

  *************************
  Shared ************** | *********************
  Email: ***************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

  Customer response

  04/16/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rosewood Apartments was bought and is now called *****************************.I lived there for 3 years and when I vacated the apartment I left it clean and with no damage except where I hung a few family pictures. Management will not answer any of my phone calls or numerous emails to give me a reason for not returning my security deposit. It is $500. Arent they required to provide a reason in writing what the damage was to justify keeping the security deposit? I have emailed them with email address they provided to me and also through their website.

  

  Business response

  03/27/2024

  Hello ******,

  
  We appreciate you reaching out to our BBB partners regarding your concern.

  
  You have sent your complaint to *************** ******************* We sold Rosewood Apartments, currently *****************************, on December 30 *****.  We no longer own or manage Rosewood Apartments.

  
  Please direct your inquiry and complaint about ***************************** to **************.

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

  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

  
  Thank you,

  *************************
  Shared ************** | *********************
  Email: ***************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is complaint regarding *************** Apartments (********* **, *****). Support case # 2XZ4Z48DS.We have 11m apartment rental agreement (lease) and after about 6 months into the lease we decided to exercise the early termination option and move out. We are in good standing, paying on time, etc. Lease agreement allows early termination (Section 2, item G). We gave 60+ days notice on 01/10/24 as required by the lease agreement. We specified in the notice (and in all follow up emails to support reps) that we are electing the OPTION to pay 2 months flat fee as our early termination penalty instead of being responsible for the rent charges until the apartment rented out or lease expires. We did everything according to lease agreement Section 2, item G. We delivered the notice and notice was acknowledged by local leasing management the next day on 01/11/24. We didn't hear anything about the matter until 01/22/24 even though we followed up with leasing office up constantly every other day. For 11 days we were in dark about the next steps. On 01/22/24 we received email where our notice was acknowledgement by the corporate's office and the request to electronically sign the additional "CA Early Lease Termination Option Addendum" which was a surprise to us . After reviewing the form we came to the conclusion that unfortunately, we cannot sign this document with the current (today's) date because it has wording that will invalidate our initial 01/10/24 notice and will make us liable for additional days of rent while we were waiting for the corporate office to respond. Also, there's no word about the need to sign the additional document in the lease agreement and it is also not required by CA law.We notified support representative about the problem with the form, but issue is still not resolved. They are ignoring our requests to apply early termination flat fee selection to our account as we requested in our initial notice which we gave on 01/10/24.

  

  Business response

  01/31/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Laurel ******** involving your concerns with a lack of communication with our leasing staff and the terms of early termination you agreed to follow should you choose the early termination option.
  
  We have documented emails and visits in our leasing office with our Community Manager, ***************************** and your original point of contact ***********. They feel they have had an open communication with you and your wife, ****** through emails and visits in our office and you have thanked them for your meetings. There was an ************************************************************************************************************************** the beginning your apartments availability was not listed right away as your Notice to Vacate was not entered into the system causing some of this delay.
  
  I show where you will be paying a flat fee of 2 months rent as your early termination fee as you agreed in your lease. . A cleaning charge will also be assessed at the time of move out. Your rentable items, pet and parking fees will end as of 2/1/24.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

  Best ***************************************************************** | *********************
  Email: ***************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

  Customer response

  02/01/2024

   
  Complaint: 21201955
  

  Hello,

  Thank you for response, but unfortunately my questions that I asked left answered and there was no confirmation made in the response regarding the early termination election that we have made in our notice and subsequent emails.

  1. Could you please confirm that you do not expect us to sign the additional "********** Early Lease Termination Option Addendum" form in order to apply the "2 months rent early termination option" to our account? Will our early termination election that we already made and provided  via email be honored or do we have to make extra steps to ensure that you will not try to charge us for rent until it ends in June **** or unit is re-rented (whichever comes first)? If so, what are the steps, since we are not signing that additional form as we stated previously.

  2. When and where should we expect to see the termination fee charges to appear under our account and how do we pay those before the  lease termination date (03/13/24)? Currently it is not clear since lease specifically state that it should happen before the lease termination date. My current balance under online residential portal is 0.

  Sincerely,
  ******

  

  Business response

  02/14/2024

  Hello ******,

  We appreciate you reaching out to our BBB partners regarding your concern.

  .
  We have reviewed your records with Laurel ******** involving your concerns with a lack of communication with our leasing staff and the terms of early termination you agreed to follow should you choose the early termination option.
  
  Our Community Manager,*****************************, met with you and your wife on several occasions and exchanged several emails with you.  There was an 11 day pause in the communication regarding your move out as our support teams worked towards completing your requests.   
  
  Laurel ******** acknowledges and confirms that you provided the required notice and agreed to pay the early termination fee equal to two-months rent prior to vacating.  Your lease will terminate effective March 13, ****, and you will only be charged rent through that date. 
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

  Thank you,

  *************************
  Shared ************** | *********************
  Email: ***************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer response

  02/15/2024

   
  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.
  
  Sincerely,
  ******

• Initial Complaint

  01/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The day of moving into the 09 SUN LAKE APTS, assurance was made to settle every issue within a week. However, the stove burner (2, big & small burner) was a hazard to cook into was burnt. Secondly, the vent was very loud/noisy I was informed nothing can be done, since its an old complex.Thirdly, mostly unbearable was the bedroom carpet - combination of pet ************** Child already had issues with respiratory/allergies; then I became ill. I requested to move us into another unit, but assisted manager said, her manager will not replace the gas cooker or carpet. In was a week, we were both getting worse with no other options, but had to turn in the keys and departed.I tried communicating with the manager ******/**********, both made no attempt to assess the situation. Only the maintenance man that confirmed it was moles.I called the corporate office to reason after getting collection payment. The manager finally called me & said, she will call back, but never did.I am unable to rent a place due to this bill & negative remarks on my report.I appreciate your aid to dispute this matter, thank you very much.

  

  Business response

  01/08/2024

  Hello *****,

  
  We appreciate you reaching out to our BBB partners regarding your concern.

  
  You have contacted ***************, a former ****************** of *******************. We sold ******************* in 2012.

  
  Please contact the current management company, ********* Multifamily Management.

  
  The ********* Group, LLC
  ******************************************************************************************
  ************
  ********************

  
  We apologize for any inconvenience that this may have caused you and hope that this clarifies your inquiry.

  
  Thank you,

  
  *************************
  Shared ************** | *********************
  Email: ***************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

  Customer response

  01/09/2024

   
  Complaint: 21110175
  
  

  To Whom It May *******************

   

  Thank you for your quick response. Please the email I was sent to contact the new company managing Sunlake Apartment was returned back. Is there another email of contact?

   

  Regards,

   

   

  Ejiro 

   

  

  Business response

  01/09/2024

  Hello Ejiro,
  
  Thank you for reaching out again through our BBB partners. 
  I apologize as I may have made an error in the email I sent as a point of contact with the ********* Group, LLLC that now manages *******************. 
  
  
  
  The correct email is ********************.
  
  
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  *************************
  
  Shared ************** | Reputation Management
  Email: *********************************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 21st I met with Leasing agent **** in person, He showed me a unit that was for rent and charged me for an application and I made payment because of the urgency of my move out date (9/8/23) In good faith, I also paid deposit a total of $1,100 without me signing anything. Then it turned out that the apt was leased out by the time they ran my application/credit. **** assured me that the deposit was refundable and at no point let me know anything about any deposit policies in place. On Sept 1st they sent me a lease that was wrote up wrong and **** cancelled it himself and said he was going to correct it and send it again, up until this day I still had not seen the apt that I was supposed to lease. I had let **** know that I had to move by Sept 8th/9th and therefore needed to get everything done before then. After No communication from ****, On Sept 6th I emailed him that I was withdrawing my application due to lack of communication. He then replied to my email that he had been out for a long weekend, not considering my timeline to move and all I had to arrange as well as my daughter school and transportation to school. I asked him many times if my money would be refunded and he assured me it was. Up until this conversation, I still had not signed any lease. They are now charging me the $1,000 because I put dispute on my card. I believe I should not have to pay this, this is a robbery on their side. They are now harassing me from ************************************** to either pay them the $1,000 or settle with them for $300 or they are going to report it to the credit Bureaus and damage my credit, but I strongly feel that because of their lack of following procedure and lack of professionalism and communication as well as their lack of having their agents trained properly to deal and be transparent with clients has landed them in this situation that puts me at a loss with no fault in this.

  

  Business response

  12/14/2023

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ****************** involving your application fee and deposit that was paid to apply for an apartment and hold it for you.
  
  Our application fee of $100.00 is a non- refundable fee. The holding fee of $1000.00 was used to hold an apartment for you but you canceled after 72hours and disputed this payment with your bank.
  
  A cancellation after 72 hours allows us to retain the deposit for expenses incurred while this apartment was off the market. Please see the attached application document noting the section titled holding deposit.
  
  We are pursuing the deposit termination that is owed for $1000.00. We have reached out and spoken with you on 12/6/23 and you advised us that you refuse to pay.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  *************************
  Shared *************************************
  Email: ***************************
  **************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business, at the behest of ***************, has continued to be uncooperative with us as tenants regarding our notice to vacate and our return of a security deposit. I first contacted our leasing manager on June 19th, 2023 regarding our notice to vacate the premises at the end of our lease on August 14th, 2023. It took the better part of a month to find resolution to the leasing company's attempt to extort us, their tenants, out of an extra $1200 charge based on their own lack of communication and their disrespectful response time. After some unnecessary and exhausting back and forth between both my partner and I and the leasing team, we were able to drop the charge to a reasonable $330, which we paid. However, after moving out, we are now stuck with an ungodly charge of $738, completely omitting the $500 security deposit, to restore the apartment. We understand the cleaning fee and some of the repairs, however, the repainting charges that they are expecting us to pay are absolutely ridiculous. In no way, shape, or form should an ****** expensive residential community demand that former tenants to pay for an action that the community teams are REQUIRED to do when leasing an apartment. We have paid these fees to avoid late fees because we knew that this company would attempt to extort us out of more money if we did not. We are absolutely disgusted with the lack of decorum that ******* Village and *************** have presented during this entire process and demand resolution to the price of our $500 security deposit. We have received notices on August 21st, 2023, which I have attached below, that highlight the pricing that they claim is our responsibility, however, we refuse to simply bite the bullet on this matter. I have also attached emails from our previous communications to show a pattern of neglect and unwillingness to accommodate their tenants. It is our understanding that the company is simply trying to limit their responsibility and put them on tenants.

  

  Business response

  09/05/2023

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your move out charges on your final account statement and all charges including the notice fee are correct. Renewal offer communication started on 5/28/23 and through a contact request through your resident portal, you stated the renewal offer was too much and you would need to move out at the end of the lease. In ******* Villages lease agreement, it is indicated that a ************************************************************************************* the event proper notice isnt given appropriate fees will apply. Reminders about the required 60 day notice to vacate are shared with all residents at the time renewal offers are sent.
  
  Attached you will find the photos and an invoice to support the charges assessed at move out. They appear to be warranted and charges associated with the photos would not be removed.
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,

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

  Customer response

  09/11/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company cannot be trusted. Initially, I did not want to file any complaints or take any actions against this business as I did not want the hardworking people in their employ to be negatively impacted as a result. However, after months of harassment, I feel as though now, I have no choice. My wife and I lived here for one year, and despite the frequent noise, the constantly overflowing dumpsters, the all-too-regular (and often unannounced) water shut-offs, and the nightmarish parking, we thoroughly enjoyed our time living here. It got off to a very ***** start - when we moved in, the newly renovated unit we moved into, had not been cleaned. More than just saw dust and trash from the renovations, the grease under the microwave, on the stove, and on the kitchen cupboards from the previous tenant was still present as well. The paint had not been finished either. The manager at the time, *****, was very helpful, and had crews come out to finish taking care of everything, but that wasnt until days after we had to do it ourselves. Near the end of stay, we discovered mold growing in all of the window frames. I informed one of the leasing staff and was met with a mere, sorry. Now, theyve kept my deposit, are trying to double bill my final utilities, and claiming other charges against me as well. All of which were listed as different items, at different amounts, and adding up to different totals in the final statement the sent me four times. They continue to contact me with threats of small claims court and collections agencies, despite their charges very clearly being fraudulent. After calculating my final utility bills and adding the charges that make sense, and after the company holding my deposit, the company realistically would owe me money, but are claiming I owe even more on top of it. Unless you want to be the victim of a negligent, greed-driven landlord and all of their exhausting harassment, fake charges, and threatening bully tactics, stay away.

  

  Business response

  08/15/2023

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Peachtree Park and our ************* After Move Out Team regarding your concerns about your final move out charges.
  
  As our representative from our ************* After Move Out Team has previously reviewed with you, all charges on you final move out statement are accurate. Please keep in mind your utilities were a final bill that covers all charges from 2/1/23 through 3/15/23. As for water shut offs and power outages, I have reviewed emails sent by the Community Manager of Peachtree Park explaining these outages and shut offs were due to storms and/or maintenance to water lines in our area or in our community. These outages were out of the communitys control.  There was also a large paving project within the last year and a half to mill, strip,pave and overlay our parking lot. Numerous emails with attached maps designating where the work was taking place daily were sent to all residents so that plans could be made for parking.
  
  I have reviewed your maintenance notes for the past year and there were no notes referring to mold that our maintenance team would have immediately addressed if a service request had been submitted. Peachtree Park has a strict mold procedure as the health of our residents is important to us. When a service request is submitted to address mold, our service team will investigate it with the utmost urgency.
  
  Regarding the cleanliness of your apartment when you moved in, this was noted in your move in inspection and a cleaning charge was removed from your final statement in April.
  
  The remaining balance is correct and accurate. Several attempts have been made to contact you since we last spoke with you in July to no avail. As this BBB complaint states your desired settlement is to not be contacted by this business anymore and you guarantor has stated they refuse to pay the remaining balance then this will be included in a sale to professional collections at a future date.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  

  *************************
  Shared ************** | *********************
  Email: ***************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer response

  08/22/2023

   
  Complaint: 20435665
  
  I am rejecting this response because:

  If you review the attachments I included in my initial complaint you will see very plainly that the final utilities are being charged twice. Im well aware of the date range that the utilities are being billed for as its listed on every double charge.
  

  If you review the attachments I included in my initial complaint you will see that while I did not lodge a maintenance request about the mold, I very clearly told *********************** about it.

  If you review the attachments I included in my initial complaint you will see that the items you are attempting to bill my for change, as do their apparent costs. 
  

  If you review the attachments I included in my initial complaint you will also see that our final move out date that we provided was the 13th, the date accepted and confirmed by *********************** was the 13, and the end date of our lease was the 13th, yet you are attempting to bill me extra rent for time spent living there past the end, even though we had moved out and the lease was not renewed in any way  

  You claim you have made multiple attempts to contact me about this. That was true at the beginning. However, I contacted and spoke to ************* After Move-out on the 10th of July. I informed the representative of my grievances, and they told me that they would review it with the complex and get back to me. There was never a follow up call, email, or any other attempted contact. On August 7th, at 4:11pm, I received an email threatening to send my account to collections if a payment plan wasnt settled on by August 7th. Whether the business day ends at 5 or 6, that small of a window of time is beyond unreasonable.

  On August 8th, I even went into the leasing office and spoke to ****** (spell check) face to face about it. My interaction with him was lovely and the only positive experience Ive had with this community since *** and ***** left. He emailed the main office of the company in my behalf, and said I should expect to hear back soon. Still, I have not heard anything. 

  The initial threat I received from you was that you were going to try taking me to small claims court. In the second threat, you walked that back and decided my account would be sold to a collections agency. Why is that? You know full well that all you are doing here is attempting to gaslight, scare, and bully me into giving you more money. Your business is predatory, your tactics abusive and disgusting, and you are shameful.

  
  With regret for ever coming into contact with this business in the first place,
  
  *************************

  Customer response

  08/22/2023

   
  Complaint: 20435665
  
  I am rejecting this response because:

  If you review the attachments I included in my initial complaint you will see very plainly that the final utilities are being charged twice. Im well aware of the date range that the utilities are being billed for as its listed on every double charge.
  

  If you review the attachments I included in my initial complaint you will see that while I did not lodge a maintenance request about the mold, I very clearly told *********************** about it.

  If you review the attachments I included in my initial complaint you will see that the items you are attempting to bill my for change, as do their apparent costs. 
  

  If you review the attachments I included in my initial complaint you will also see that our final move out date that we provided was the 13th, the date accepted and confirmed by *********************** was the 13, and the end date of our lease was the 13th, yet you are attempting to bill me extra rent for time spent living there past the end, even though we had moved out and the lease was not renewed in any way  

  You claim you have made multiple attempts to contact me about this. That was true at the beginning. However, I contacted and spoke to ************* After Move-out on the 10th of July. I informed the representative of my grievances, and they told me that they would review it with the complex and get back to me. There was never a follow up call, email, or any other attempted contact. On August 7th, at 4:11pm, I received an email threatening to send my account to collections if a payment plan wasnt settled on by August 7th. Whether the business day ends at 5 or 6, that small of a window of time is beyond unreasonable.

  On August 8th, I even went into the leasing office and spoke to ****** (spell check) face to face about it. My interaction with him was lovely and the only positive experience Ive had with this community since *** and ***** left. He emailed the main office of the company in my behalf, and said I should expect to hear back soon. Still, I have not heard anything. 

  The initial threat I received from you was that you were going to try taking me to small claims court. In the second threat, you walked that back and decided my account would be sold to a collections agency. Why is that? You know full well that all you are doing here is attempting to gaslight, scare, and bully me into giving you more money. Your business is predatory, your tactics abusive and disgusting, and you are shameful.

  
  With regret for ever coming into contact with this business in the first place,
  
  *************************

  

  Business response

  09/07/2023

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your rejection response and we would like to apologize as we do see utilities were double billed. As the account is now with professional collections, they will be notified of the corrected balance as well.
  
  In March you exchanged emails with ***********************. Your mold concern was brought to his attention in an email.We have no record of a submitted service request to treat mold. Each resident is responsible for submitting a service request to maintenance so that an appointment can be scheduled.
  
  Your lease end date was initially accepted as 3/13/23 but it was noted in your records on 3/14/23 that your move out date was updated to 3/15/23. We cannot verify that you were in the apartment until March 15th so we have adjusted your final move out statement accordingly. The adjustments for utilities need to be updated with a statement from Conservice. We have requested this statement but we have yet to receive it. When this information is received we will make the utility adjustments accordingly and our ************* After Move Out Team will send you an adjusted Final Move Out Statement to show the utility adjustment and the move out date adjustment.
  
  We did make several attempts to contact you and after not hearing from you, the decision was made to move your account to a professional collection agency. Our last contact with you in August resulted in your refusal to pay.
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  *************************
  Shared *************************************
  Email: ***************************
  **************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

*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. ↩