Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gave notice to vacate apartment November 2023 to vacate apt at end of lease Jan 7, ****. Management did not provide any written verification. I spoke with ****** - Manager at the time who assured me that this information would be notated and that we would be gone by Jan 7, ****. ****** indicated that we are responsible for 7 days of rent for that period. She wanted to know why we were vacating and I discussed the serious is***s we had gone through including being required to pay for damages caused by an upstairs apt flood and not being relocated during the time that partial renovations were completed. The apt is still a disaster with stains, ruined walls, closets, broken outlets that were never fixed due to this damage. ****** apologized for the inconvenience. The complex has tried to *** us 8 times during our stay for late rent when we always pay and we have been late but always pay the outrageous late fees. I did not receive any written confirmation to this visit only verbal. On Jan 7, **** we were notified that the complex plans to *** us on Jan 10, **** and they will not take any further payments from us unless it is the full amount of Jan **** rent. They claim they were not notified. We are meeting with legal counsel this week for next steps and we are terrified this complex gets away with the stuff they do to the tenants, including allowing marijuana use on site, homes with 25+ people living there, not removing trash for weeks on end, not repairing damages caused by other units and not caring for the tenants who are paying their rent.

  Business response

  01/22/2024

  Complaint: Gave notice to vacate apartment November 2023 to vacate apt at end of lease Jan 7, ****. Management did not provide any written verification. I spoke with ****** - Manager at the time who assured me that this information would be notated and that we would be gone by Jan 7, ****. ****** indicated that we are responsible for 7 days of rent for that period.
  
  Our Response: We received an email from ****** on November 17th at 9:35 AM notating that they would not be renewing their lease and that they would be moving out as of December 30th. Same day November 17th at 9:41 AM we responded noting that we had received their notice to vacate. Shortly after at 9:43 AM & 9:47 AM, we sent another email outlining the steps for moving out how much would be owed in the last month and that their lease ended on 1/10/**** so they would be responsible for rent until then. In the second email, we replied to both ****** and *****. At 9:57 AM ***** responded on how they look forward to moving back here one day and asked about the carpet damage from their cat and to make sure that they would not be liable for damage on the ceiling due to flooding of the above apartment. At 10:12 AM we responded that we were glad to hear that they were happy with their stay here and wanted to come back at another time. Ensured them that they would not be responsible for the ceiling damage and that if they were okay with the carpet damage staying that way we would just repair it upon their move out and their security deposit would go toward that balance. No damage charges were charged associated with the flood damage on the ceiling.
  
  
  
  Complaint: She wanted to know why we were vacating and I discussed the serious is***s we had gone through including being required to pay for damages caused by an upstairs apt flood and not being relocated during the time that partial renovations were completed. The apt is still a disaster with stains, ruined walls, closets, broken outlets that were never fixed due to this damage. ****** apologized for the inconvenience.
  
  Our Response: She being ****** which is not an employee at our site but we assume she is referring to our Assistant Manager who was working with them through their is***s. The flood mentioned in the complaint happened on or around February 22nd. On Feb. 22nd 12 PM we sent an email to ***** outlining the process for the water remediation and repairs that would occur due to the upstairs apartment flooding. 1:19 PM ***** emailed asking about accommodation while repairs are happening. 3:32 PM we responded stating that the vendor who caused the flood would be reaching out to them to speak about accommodations. Feb. 23rd 3:17 PM we reached out to follow up and see how everything was going. 3:23 PM they said everything was good for now. Feb 27 3:41 PM we checked in with them again and let them know that everything should be in order and that they should have their apartment back to themselves soon. Feb 28 10:07, we emailed again to address the email that we received from ***** stating all of the is***s that they had to endure during this incident. The vendor reached out Feb 28th 11:29 to the resident the same day explaining what work was left to be completed and when they would have their apartment back. The vendor also offered them to pay for a hotel while the work was being completed and that they would only be responsible for a required deposit of $100 for incidentals which would be returned upon leaving the hotel. This option was refused due to the depot which they did not want to pay. Feb 28th 1:11 PM We also responded back that same day apologizing for the intrusions and inconvenience that the incident caused and let them know that we were resolving this as quickly as possible for them. We also outlined the terms of the lease when something like this happens and what was also addressing the original email sent on Feb. 22nd. In addition, the vendor also provided them a $200 gift card as an apology for all of the trouble caused.  We also verbally let them know that we did have a guest suite on site but unfortunately, it had already been rented out and was not being vacated for a while.  After this conversation, we heard no more about the situation and everything had been repaired to our standards and everything was working correctly. No damage charges were charged associated with the flood damage on the ceiling.
  
  
  Complaint: The complex has tried to *** us 8 times during our stay for late rent when we always pay and we have been late but always pay the outrageous late fees. I did not receive any written confirmation to this visit only verbal. On Jan 7, **** we were notified that the complex plans to *** us on Jan 10, **** and they will not take any further payments from us unless it is the full amount of Jan **** rent. They claim they were not notified.
  
  Our Response: What they are referring to are the rent demands that they received multiple times over their stay at Emmersyn at Lone Tree. In compliance with the lease terms and local, state and federal laws Rent Demands are posted on the 4th of every month on all residents who have not paid a rent balance regardless if they have notified us of the late rent payment or not. Demands were given to this resident from April 2023- January **** due to not paying rent on time. Late fees are posted on the 9th of every month for any resident who continues to hold a rent balance. Late fees were received July 2023- January ****. If on the 14th or later the payment has still not been made the balance is sent to the attorney to receive a court date, they were only sent to the attorney for a court date three times. At no time where the words *** or lawsuit ever used in the legal demands given to the resident by Emmersyn. Rent demands are the notifications given to the resident when balances are due and we will even reach out via email or phone to touch base with the resident on when the rent balance will be paid if we have not yet heard from the resident. In addition, once rent is past due it is required that the balance be paid in full with certified funds. No partial payments are accepted.
  
  
  Complaint: We are meeting with legal counsel this week for next steps and we are terrified this complex gets away with the stuff they do to the tenants, including allowing marijuana use on site, homes with 25+ people living there, not removing trash for weeks on end, not repairing damages caused by other units and not caring for the tenants who are paying their rent.
  Our Response: We pride ourselves in enforcing non-smoking rules to the best of our ability as it is against the lease to smoke both cigarettes and marijuana on site. We take all complaints seriously and react quickly to resolve them on XXXXXXXXX After speaking over the phone to gather details of the is*** they were unable to pin point a specific apartment causing the is***. We then responded by posing a notice on all apartment doors in their building addressing the is*** and the rules of the community. No further complaints of the is*** were received and we consider the is*** to be resolved. We also enforce apartment occupancy laws and move residents when needed. At no time where we made aware by ***** are ***** that this was an is*** there for, we have no way we could have addressed this and we have no other complaint regarding this type of is***. As for the trash is***s they stated. At no time where we made aware by ***** are ***** that this was an is*** either. We do have a Valet waste company that picks up trash in the community five nights per week from residents doorsteps. We provide all new residents at the time of move in, material explaining this service. In that material we ask that the resident notify us of any is***s so that we can address them with the vendor. We are unable to address is***s we are unaware of, there are also rules for the Valet pick up which could lead to trash not being picked up which they would receive a notice on their door from the vendor on what is required to be corrected. Community trash is picked up by the Valet placed in our trash compactor that our trash company then removes from the community to empty once full. We keep immaculate grounds and have even been recognized by The *****************.

*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. ↩