ComplaintsforMonarch Investment & Management Group, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 7th I moved out, on July 8th I was denied my walk-thru several times, which is a requirement when you move out, and is documented in my lease. I have taken pictures of my apartment. Afterwards I received notification that I would only get a portion of my deposit back due to the negligence of the property manager. I am also now being told that I am being charged $179 for the carpet cleaning which was supposed to be done at the property expense in August 2023 because their maintenance crew had to do kitchen repairs in my apartment and the debris got into the carpet on the first floor because they did not protect the area that was not being worked on or in, which did not get done, as well as a charge of $200 for them to have to paint which would be considered normal wear and tear. And $25 an extra key that was never given to me at the time of my lease agreement. I would like a full breakdown of how they could come up with these amounts. I do not feel that I owe for the key, and only a portion for the cleaning of the carpet for the on the second floor. I have only been given $481 of my deposit back which I believe is unfair.

  Business response

  08/05/2024

  We want to sincerely apologize for the oversight regarding Ms. ******** attempt to schedule a move-out inspection. It appears there was a lapse in our internal communication, and we did not follow up with her as intended. Our Regional Manager has left a message for ****************** to return my call so we can resolve this matter promptly. We will refund ****************** $200 for the touch-up paint charges to address the issue fairly. The remaining charges will remain as previously outlined, as ****************** signed her move-in paperwork, acknowledging she was given two apartment keys and one mailbox key. 

  Customer response

  08/05/2024

   
  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,
  
  Artesia *******

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Theyve tried to charge us three times for maintenance fees that we already payed and it is preventing us from moving. We have already paid these fees twice.

  Business response

  07/22/2024

  **************** applied for an apartment with ************ on two separate occasions: May 24, 2024, for unit #B05, and July 6, 2024, for unit #G23. Her application for unit B05 was denied due to a negative rental history, specifically a verified balance owed to our sister property, Mesa Ridge. Following the denial, her deposit was refunded.
  
  Upon receiving ******************** application for unit G23 on July 6, 2024, ************ conducted a rental verification and found that a balance was still owed to her previous landlord, Mesa Ridge. Mission Hill initiated the process to deny her application a second time due to this negative rental history. During this process, **************** informed Mission Hill that she had documentation showing the balance was paid. ************ is currently waiting for confirmation from Mesa Ridge regarding the status of the balance. Attached are the ledgers for both units **************** applied for at MH. Please review them and let us know if you need any additional information or further clarification.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see letter attached. I have photos. Now the complex is trying to bill me for move out costs. I did not receive the $695 I paid in a deposit and it is illegal in ******* for them to keep my deposit for normal repairs after move out - replacing the carpet, painting, etc. This apartment complex is a health hazard.

  Business response

  07/22/2024

  Upon reviewing ***********************' ledger, we have decided to waive the move-out charges as a gesture of goodwill. Additionally, we will be refunding her full security deposit of $450. We sincerely apologize for any inconvenience she may have encountered during her residency, as she was a good-standing resident.

  Customer response

  07/22/2024

   
  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first contacted the Attorney General because someone suggested it when I received this letter on November 17, 2022. They responded a few times but then nothing until I emailed them yesterday only for them to tell me that they couldn't help me.,So I moved out on Oct 31st and returned their keys and provided the receipt of the cleaning of the carpets which is what was required of all tenants per the lease. Then I get an itemized bill for these ridiculous charges that amount up to $624 one of which, they indicated that they decided to replace the carpet and wanted me to pay $358.19 when I did exactly what was required of me regarding the cleaning of a carpet. I lived in the apt for 5 years and there was normal wear and tear per say but the carpet was cleaned properly by a professional company and looked very good and there were no stains or cuts or tears! Also regarding my 5 year stay they charged me $300 to paint the apt...again living in an apartment for 5 years, it's normal that it would be repainted for the next tenant. but that charge is not to be incurred by the tenant, that is a normal operating expense when your own an apt complex, and again no tears, cuts, markings of any kind were present. Finally they charged me $125 for the kitchen counter which I had paid $250 to have the counter replaced in March of 2021 because my daughter put a hot pot on the counter and left a burn ***** I called the office and told them what happened and they told me the price to have it replaced. They also have multiple charges of us not cleaning the bathroom, microwave and refrigerator which we did and I had my daughter take a video of the apt. before we left because I knew this company would try to pull something like this as they have in the past! I do have a copy of the itemized bill that they sent to me and can produce a copy of the $250 check.Now if they want to be reasonable I will pay the fee that they indicated regarding me leaving two kitchen chairs behind.

  Business response

  07/19/2024

  Its important to note that once an account is transferred to a collection agency, the property management team loses control over the communication **************** receives from the agency. For any inquiries or issues regarding communication and charges, it is best to contact the collection agency managing your account directly. This clarification should help guide her in the right direction. Thank you. 

  Customer response

  07/19/2024

   
  Complaint: 21997409
  
  I am rejecting this response because:

  First I obviously already have the itemized bill so there was no need for them to include it.

  Second, I have reached out to the ***************** on several occasions informing them of these charges that have no intentions on paying. So Monarch would have to tell the collection agency to no longer pursue this, which I am sure they are fully aware of!
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are paying for unlivable conditions at the very least *** do not get that. I have complained and provided evidence of ongoing harassment *** assault via health risk and ongoing harassment by their employee working maintenence. He was caught using a gas powered leaf blower indoors in our apartment building in lieu of vacuuming. I took video of the incident as well as the man yelling and cursing at me and provided it to the apartment manager over a year ago. The same man continues to this day to run the machine inside our hall and will spend a good 5 minutes blowing through the crack of our door. I called in a complaint about this about a week after the first complaint. He fills the building with exhaust and they do nothing. Today I was with my husband on the stairwell and the man came through 4 times just to hit us directly with the blower. My husband video recorded this. He also yelled "crazy b**** ***************** people. Get a job" outside our door as I had went in before my husband. He also yelled "call the office again b**** I'll go there right now. Call them so I will.be there when you do. Call them and I'll be right back and hit you again b**** Do it. Call them." I feel this indicates a strong enough knowledge or encouragement from mgmt that he's secure no matter what he does to residents. We pay too much to be assaulted at our own home by this employee. Any amount is too much for that. Secondly they've been shutting off our buildings water for repairs for up to 4 days at a time. They do not provide any source of water during this time. This has been going on about 6 weeks now with appr. 3-5 out of 6 days a week not having water. Sometimes it is just hot water but most often it is off entirely. We are still behind on dishes and laundry due to this as our work schedule doesn't line up with their erratic repair schedules. This place has offered nothing in assistance nor reparations. It is torture but we have a lease to mind, binding us to this h***

  Business response

  07/08/2024

  We have thoroughly reviewed our records for the past year and found no documentation or reports regarding the events ***** claims occurred. No video footage has been received from ***** or her roommate, nor did they contact our office via phone or email to report any such incidents. Our records indicate that ***** and her roommate did contact our office approximately 7 months ago to renew their lease, which was successfully processed. Recently, Sedona Ridge has faced some plumbing challenges necessitating brief water interruptions to facilitate repairs. However, contrary to the claim made in the complaint, there has not been a four-day consecutive water shutdown as stated. Our maintenance team member, ******, reported an incident involving a resident in the exterior breezeway while performing his duties. He observed negative hand gestures and apparent recording on a cellphone but did not engage and walked away from the situation. We were informed by residents of unit ***** on July 2nd about an issue with their July rent payment due to an employment/banking error. In light of these discrepancies, we kindly request ***** to provide us with any video footage she may have so that we can conduct a thorough investigation into her concerns, which have only recently come to our attention. We remain committed to addressing resident concerns promptly and maintaining a high standard of service at ****** Ridge. Please feel free to contact us directly should you require any further information or clarification regarding this matter.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I live at this complex and there are leaks in the apartments which cause mold and mildew. I have called and have been told maintenance will come out or H3234333535343433**35H will address the issue and nothing ever happens. Days will go by and the maintenance requests are not addressed in a timely fashion. My child&#**;s room has mold and leaks and it is not acceptable and this needs to be addressed.

  Business response

  07/02/2024

  Our team discussed the concerns with ******************** on 6/28/24 and addressed the issues. The required repairs have been finished today (7/2/24), including treating the affected areas for mold and fixing the bathroom ceiling. If there are any more worries, we urge ****************** to reach out to us promptly. Our goal is to ensure your living experience is enjoyable and comfortable.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 5th, 2023, I ended my lease with the complex and did a walk threw with a staff member of the unit, after the walk threw, I was told the apartment was in excite shape, I had been a tenant for 4yrs. with no pets. After roughly a month, I received a letter stating that in was not receiving my deposit back and was also being charged a additional ****** for damages, the charges included painting, carpet and other route maintenance issues, there was no damage to the walls, appliances or fixtures and to be charged ******* dollars in fees is a ******************* up and totaled 1 months rent (surprising) and speaking with other previous tenants this is a common practice and the amounts are almost identical! I was not given anything on the day of the walk threw stating that there was ANY problem with the unit and then received a bill outlining maintenance fees only totaling *******, the front desk has been uncompromising, when asked about the bogus charges and I have been left with no other option to resolve this matter.

  Business response

  07/02/2024

  Our team's records and information indicate that during the initial walk-through with our assistant property manager, it was mentioned that certain charges would require further assessment, especially regarding the carpet and additional cleaning needs. Following ******************** move-out, a subsequent inspection revealed items left behind, and additional cleaning was needed, in line with Addendum C of the lease agreement. We are dedicated to addressing any concerns and are willing to provide photographic evidence of the unit's condition to validate the charges.Despite our thorough review, there have been no emails or phone calls from ******* since his move-out.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from ******************************** in September 2022. Upon move out there were minor wear and tear from living there for 2 years. And no time during my tenancy did I have any pets nor have any animals in my residence. After move out there was a balance of $562.00 when asked to see an itemized statement regular wear and tear along with carpet damages were listed. I was in agreement with everything but the carpet damage. I didnt have a move out inspection which was requested but there wasnt anyone available at the time to complete it until I went to the office to inquire about the allegations. I initially thought the carpet damage fees were from flooding that had occurred where maintenance had to come to my apartment a couple of times to clean up the water and to have the carpet cleaning company come out so I reached out management to make sure they were aware of the flooding. When presented with photos the date on the photos were from 2017. I moved into my apartment in 2020 and moved out in 2022. I believe that there should be some investigation into this issue because the photos that were sent to me were not of my unit and I feel like there was an attempt to file a fraudulent claim against my renters insurance that was no longer active as I was ending my lease.

  Business response

  06/20/2024

  According to our records,on October 9, 2020, ********************** submitted her Inventory and Condition form,indicating that there was no damage to the carpets upon move-in. Regarding the carpet damage fee, our inspection after her move-out revealed significant urine stains on the carpet. Given the extent of the damage, it is unlikely that this issue existed prior to her move-in or that it could occur without a pet living in the home. Our records and previous resident move-out photos confirm that the carpet did not have such damage before **********************' occupancy. Although the carpet was originally installed in 2017, it has been evaluated for damage after each residency, and replacement was necessary only after ***************************-out on September 28, 2022. 

  Customer response

  06/20/2024

   
  Complaint: 21863544
  
  I am rejecting this response because:
  
  The carpet shown with a ************************************** the photo and my carpet was not at move in which means those photos are not from my unit.
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/26/24 Shadow, an office worker at ************** had left me a voicemail about my lease renewal. She contacted me again on 03/6/24 about my lease renewal.I had considered renewing my lease, and on 3/25/24 ****** had contacted me about it. I found another place to move and had stated over the phone that I did not intend on renewing my lease. I was not made aware that I had 60 days to submit my notice of intent to vacate document.Becoming curious as to when I was needing to submit my intent to vacate, I called the office on 4/10/24 inquiring about it and was told that I would get a call back. No call.On 4/16/24 I called and was informed I just needed to come in and sign a document. No time frame was given.I came down to the office on 4/16/24 and waited in the office till ***** helped me. She brought me into the office, said I would just need to sign a few documents.She asked what day I intended to vacate the property. I replied The day of my lease term end, either the 27th or 28th of ****** said that this was agreeable. She asked for the forwarding address to return my security deposit, and said that I just needed to sign the paper she printed and we would be all set.So I signed, confident that I was being taken care of.Today, I went on my portal to see why my security deposit hasnt been returned and lo and behold I have an outstanding balance of $602.20.I called the leasing office and ****** had explained that ***** had put my move out down for 6/14/24 (I was never told about this) and that none of the above mattered because I signed the documents. I asked to speak to a supervisor.I received a call from Monarchs corporate office, a ***************. I explained the situation and how at the time of signing I wasnt told my move out date would be changed. She essentially told me it was unfortunate and none of the office workers are lawyers, but because I signed I had to pay. I am not satisfied with their corporate office allowing this unethical behavior.

  Business response

  06/17/2024

  According to the terms of our lease agreements, and also included on our notice to vacate forms, notice to vacate must be in writing and submitted to Management at least 60 days before the resident's move-out date. ************ submitted his written notice on 4/16/24 which acknowledges that despite the lease term expiring on 5/29/24, the notice as well as the responsibility to pay rent and utilities extends through 6/14/24.

  Customer response

  06/20/2024

   
  Complaint: 21833814
  
  I am rejecting this response because this response ignores the issue of unethical conduct taking place at the ************** of ***************

  *************** at the corporate office stated none of our office workers are lawyers, and neither am I.

  If the employee at the leasing office had informed me at the time of signing the notice of intent to vacate that I would be responsible for charges going into June, then maybe I could understand this logic.

  But I was never made aware of this or the policy stated above. Nor was the importance of reading through the entire nearly 40 page lease agreement communicated to me.
  *************** from the corporate office said that I would have been sent the intent to vacate form with my option to renew my lease. I was never given an option to renew my lease in the form of a letter. I was given a phone call, and intent to vacate was never communicated. *************** also said I could have communicated my intent to vacate through email, which was also never explained to me prior to me signing.

  I agreed in front of *************** at the leasing office that May 28th would be my last day there. She agreed. She said there were no issues surrounding this. She changed the date to June 14th and did not make me aware of that. She had me sign. Smiled. And sent me on my way.

  This company is using exploitative tactics to squeeze money out of low-income tenants via $150 late fees, unclear terms and agreement communication and gaslighting techniques to try and fudge the truth around the conduct of their employees.

  As someone who has often worked with low-income Americans, I know the power good and honest companies have to right their wrongs and admit when employees have used exploitative tactics.

  Indian Springs and Monarch have the power to own up to this behavior, but would rather try to squeeze more money out of me on top of the over $900 in exploitative fees I was already charged.

  I reject this response because what happened to me is not right, and I dont want this to be done to anyone again.

  Sincerely,
  
  *********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been working with *******, the manager, and trying to move into this new apartment. We have had move in dates that have been pushed back now 4 times. 04/05/24, 04/12/24, 05/10/24, and today, 05/23/24 I was supposed to move in. In previous times they said that the apartment was not ready and did not pass inspection. Today I get a call after being told it was a go to get the electric company and gas company turning my service on, but today I got a call saying the pipes burst. I&#**;m working to get my refunds with the movers but at this point I am being told that the new move in date 06/06/24 and I have been in this situation. I just want to move in and get some kind of reimbursement for my troubles. I spent over ***** dollars for the furniture to move in with, 250 truck and over 1000 for the town house it self.

  Business response

  06/17/2024

  Throughout this process, our team has been in touch with ****************, and we have successfully reimbursed her $1,300 deposit. The refund was sent out by mail on June 11, 2024. If you have any more questions or require further assistance, feel free to reach out to us directly.

  Business response

  06/17/2024

  Throughout this process, our team has been in touch with ****************, and we have successfully reimbursed her $1,300 deposit. The refund was sent out by mail on June 11, 2024. If you have any more questions or require further assistance, feel free to reach out to us directly.

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