Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So this is for an apartment we as a community believe they are charging us something that they should be accountable for. In the beginning of this month, Oct 1st we received a statement for rent, per usually I go to check it and see my water bill is 3 times what it usually is. So I call the office they say it could be multiple factors such as the pools, sprinklers, etc and said shed call back the next day with an explanation. She ( **** the property manager) called back the next day telling me the same things as the previous day, I told her Id need more than just her word she then tried to pull up the lease and reword it a bit. I had it infront of me told her she can not reword the lease to fit them. She continued to give us the run around. Things arent adding up, a lot of tenants have lived here 3+yrs and have never seen a ***** like this myself included. I asked if there was anyway they could provide the bill to us (about 12+ residents have requested this form) they have refused to give it to us or even give us a reasonable explanation for this ***** in our bill. We have read through our lease multiple times and residents (myself included) are saying something isnt adding up here. For example my bill is usually ***** but this months bill is 150. We do believe they have not maintained the pluming/piping as they should as they turn off the water without notice for 3+ times in just one month and this every month max this happened was 8 times in one month. We just need answers and not sure who else to go to. They have refused to look into it, give us an explanation or even show receipts on top of refusing to give us the regional managers number as well. We feel as if they have violated a lot of our lease agreement including being charged for things we are not receiving.

  Business response

  11/15/2024

  Dear ******* W,
  Thank you for your patience in this matter. We sincerely apologize for the delay in our response and for any inconvenience caused to the customer.
  Regarding the complaint submitted on 10/5/2024, we would like to provide an update on the actions we have taken to address the issue raised by the customer.
  Upon receiving the concern about the increased water bill, we thoroughly reviewed the situation and determined that the billing issue was related to an unexpected ***** in water consumption. In good faith, we decided to take steps to mitigate the impact on the residents. To ensure fairness, we credited the residents back for most of the increased charges and recalculated the water billing based on an average of their usage over the previous three months. We then charged the residents at this averaged rate, which we believe is a reasonable solution to the issue.
  We trust that this resolution demonstrates our commitment to customer satisfaction, and we hope this addresses the concern raised. We would appreciate it if you could convey this information to the customer, as we have worked diligently to resolve the situation in a fair and transparent manner.
  Thank you for your time, and please let us know if further clarification is needed. We value the opportunity to maintain a positive relationship with both the BBB and the customer.
  Sincerely,
  [***** ********]
  [Assistant Regional Manager]
  [Summit Communities]
  *************]

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