ComplaintsforAscentia Real Estate Holding Company, LLC

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last month we used ***** gallons of water according to our rental statement. This month our statement shows that we used ****** gallons of water. We were charged $13.22 last month for water; this month we are being charged $103.36. Ascencia has arrived at the water usage by changing the beginning meter reading for this month, it does not match the ending meter reading for last month. Last months ending reading was ******, and this months beginning reading is ******.

  

  Business response

  09/08/2023

  Hello! 

  The tenant brought this error to our attention on the same day the complaint was filed.  We resolved the matter with a credit to the tenant's ledger within 24 hours of being notified.  Please let us know if further information is needed. 

  Thank you,

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

  VP of Finance and Accounting

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is *************************. I moved from ******************************** *****************************, on September 30th, 2021. I had paid someone to remove the trailer lining for $75. When he was done, me and my son cleaned the yard and moved both trash cans to the side of the road for pick-up. I also had already paid October's lot rent in advance. I and my daughter called the ****** of **** Village on 11/17/21 and spoke with the ****** manager **** at 10:50 am to find out when I would be receiving my refund for the deposit and the lot rent. I have lived their for over 10 years and know they owe not just the deposit but a lot of interest as well. She confirmed that $445 should be refunded for October's lot rent since I moved out in September and that she would be submitting a ticket to get it refunded. She also said that she had to speak with the regional manager about the deposit because a group was already hired to clean the lot and even if the job was already done before they got there they still had to be paid for coming out. She saw in memo notes that the previous ****** manager did receive a call from me that I found someone to do the clean-up for the trailer skirt and a maintenance man saw me and my son cleaning out the rest of the yard. I did a follow-up call on 12/17/21 at 10:04am and left a voice mail message. No one returned my call. I emailed them at ****************************** on 1/19/22 requesting the refund and still no response. I am needing your assistance to get this resolved.

  

  Business response

  03/08/2022

  
  The unit in question was removed from the leased space at Pine Village on October 13, 2021.  Despite the movement happening in October not September, Ascentia refunded the October space rent in good faith.  On October 19, 2021, the ******************* staff called and spoke with ****************** about the condition of the space after the unit was pulled.  She was informed that she is responsible for the clean-up of the space and there was a deposit on record for this required obligation. ******************* noted, during the phone call, that she was unable to accomplish this obligation.  The Pine Village staff informed ******************* that she would not receive her deposit and that the space would be cleaned.  After the call, security deposit accounting was performed, and Mrs. ******** residency was concluded.

  Customer response

  03/09/2022

   
  Complaint: 16811742
  
  I am rejecting this response because: I called the office back to let them know I found someone who would remove the trailer skirt on their pick-up truck. The office manager **** read the notes over the phone when me and my daughter called in November to confirm this. Secondly, I have not received any refund check. I have provided them my current address before I moved out. When was it sent? To what address? 
  
  ************************************************

  

  Business response

  03/21/2022

  Although Pine Village is not obligated to provide a refund of this security deposit, in this unique case, the *********************** team has discussed this situation and is refunding the security deposit. 

  Customer response

  03/22/2022

   
  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.
  
  *****************************************************

  Customer response

  04/27/2022

  I would like to re-open this complaint. I have received the refund for my security deposit but still have not received the refund of my rent for October 2021. Per the complaint response dated 03/08/2022 Ascentia stated that they "in good faith " have refund the rent that was paid in advance. To date that credit has not been issued. I am attaching the statement and check that I received in the mail. Thank you so much for your assistance in this matter. I know that without you this matter would have not been resolved. 
  

  
  

  

  Business response

  05/06/2022

  Ascentia recognizes the complaint that was re-opened by ***************** and apologizes for the delay.  The refund for the October payment is being sent to ******************.

  Customer response

  05/06/2022

   
  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.
  
  *****************************************************

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