ComplaintsforContravest Management Company

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Not a luxury experience at a very high cost and damages. Pattern of extreme mistreatment. Repeated unprovoked attacks against me by Nilisa E******, Manager, and her staff using false and defamatory statements about me including that I failed to setup my account with************ prior to move in on 12/1/2021 and failed to pay my bill. I was further attacked with false charges added to my account from January to April 2022 after informing management staff in January 2022 I paid $477 to************ for December 2021 and was told by Kevin Santiago that this large bill is "normal". In fact, Nilisa E******, Manager, ordered************ to shut off my power on 2/4/2022 when I was very ill. Nilisa did so while concealing that she had personally signed an Addendum dated 11/30/2021 which confirmed my************ account number listed. Nilisa refused to apologize or give me a letter of apology for her extreme actions taken against me causing me significant stress while ill. Consistent pattern of failure by Nilisa. Manager, to return emails or phone calls including recently. Consistent pattern of failure by her supervisors to contact me after multiple attempts to escalate the issues to Christina H***** and Christin T*******, Sr VP of Management. Nilisa failed to honor my notice to vacate agreement signed on 3/15/2022 to start marketing and lease out my unit starting on 5/23/2022. May 16, 2022 Nilisa made false statements that I needed to confirm the closing date on my new home before she would lease the unit prior to 7/1/2022. In March 2022 Nilisa represented to me I would not be required to pay $40 for my 2 dogs after I moved out prior to 5/23/2022 and on 4/19/2022 Christin T******* told me she would honor what Nilisa said. In fact, I have been billed $40 for my dogs after I moved out. At no time was I informed at time of signing lease I would be required to pay for dogs that no longer lived at the property. Dog disposal stations not maintained regularly.

  Business response

  10/14/2022

  Business Response /* (1000, 11, 2022/06/29) */ "Resident****." (initials used for privacy) moved into apartment numbered **** at The ****************************** located at ******************************** on December 1, 2021. Her lease agreement has her financially responsible for the apartment from December 1, 2021 until June 30, 2022. On February 1, 2022, the management office received an invoice from************ for apartment **** with the service dates of December 17, 2021 - January 19, 2022. Management sent "Resident****." a notice along with a copy of the invoice received from************ stating that she would need to turn the electric over into her name as agreed in the lease contract. She was also notified that she was in debt to the management company for the total on the invoice which amounted to $105.51. Over a series of emails (see attached emails from 02-01 to 03-15) and phone calls, it was confirmed that************ made an error when they connected her services. "Resident****." even supplied in the emails the names of the************ representatives and screenshots from her************ account. Management informed her on several occasions that************ is its own company and management does not have control nor access to her personal************ Electricity account. As a courtesy, management not only deferred her charge of $105.51 for several months but ultimately waived the charge altogether even though the invoice was paid by management (see attached emails from 03-31 to 04-19). On 03/14/22 "Resident****." turned in her notice of intent to vacate because she purchased a home. She stated that she would be moving out at the end of May but she was fully aware that she was responsible for rent until the end of her lease term, June 30, 2022. She did not know when she would close on her home and stated that she would inform management as soon as she knew. Although she is responsible for through June 30, 2022, as a courtesy and to extend good customer service, management stated that as soon as she informed them of the date that she would be moving at the end of May, that they would try to have someone move in June to help save her money, however there was no guarantee that the apartment would lease for a sooner date. She was also made aware that the apartment was listed as of the date that she gave notice for an availability date in July since her financial responsibility was through June 30, 2022. On April 29, 2022, management had not received a concrete closing date from "Resident****." to update the availability date on the leasing website that shows all available apartments. It was on that date that a future renter logged onto the property website and selected "Resident****." unit numbered **** to rent for a move in date of July 15, 2022. On 05/11/2022 "Resident****." finally informed management of her closing date and stated that she would be vacating the apartment on May 20 however it was too late as her apartment was already leased. She was informed that her apartment had already been leased but as yet another courtesy, management would attempt to see if the person that leased would move in sooner (see attached emails from 05/11 to 05/28). On 5/24/22 "Resident****." was informed that her apartment was still leased for July but that management continue to make an effort to try to find someone to possibly move in sooner. On 05/27/22 another email went to "Resident****." informing her that her apartment is still leased for July and not sooner but if they are able to help by finding someone to move in, they would let her know and update her only if a change should occur. "Resident****." admitted on several occasions in emails (attached) and phone calls that the billing error was done by************. She also stated that she would be filing a Better Business complaint against************. "Resident****." complaint of "not returning emails" are false as proof of multiple emails are attached. "Resident****." complaint of "Billed for charges from January to April for************ Costs that were not correct" are false as proven on the attached letter and copy of the invoice received for her apartment. Also false as the charges billed were waived for "Resident****." altogether. Her allegations of "Manager refuses to take responsibility for errors" are also false as shown in emails of apology when manger was out sick and could not respond right away as well as the occasions that she felt were not handled correctly. Complaints about "Manager failed to follow through as agreed to release unit prior to 7/1/22 then overcharged me" are also false as her lease and over several emails she was informed of her financial responsibility date through the date of June 30, 2022. Charges on her account are that of her rent and no overcharges occurred. The other allegations of staff not cleaning pet stations, grounds or property are also false as proven by the summary attached titled "Property Service Grounds Summary - Dec 1 2021 to June 29 2022" which shows the total of 627 work orders done to clean the property to include pet stations and elevators and the 359 work orders for grounds and landscaping for walking the grounds and cleaning any litter. Consumer Response /* (3000, 15, 2022/07/18) */ Escalating the many problems with the property Manager and her staff to the company's CEO, VP, and other management has resulted in the same response: refusal to address my concerns directly using fair and truthful business practices. Issues were not resolved. Per Attachment 1, Manager failed to return my deposit (discussed in 3-19-22 phone call) after my lease ended and I left the unit in impeccable condition. Manager fails to respond to my multiple requests and written demand for this refundable deposit. Per Attachment 2, Manager failed to clean entry area of building 8 which has been filthy from 12/1/2021 to at least 6/11/2022. Manager failed to respond to complaints including on 5/21/2022 to staff (Brandon) who admitted he failed to clean it. Manager failed to perform as agreed in phone call 3/19/2022 wherein I made clear her statements to me were a condition of my signing agreement in March 2022. By her own written admissions, Manager failed to market unit upon signing agreement for release starting 5/23/2022 and failed to return fee of $40 for 2 dogs that no longer lived in the unit (property profits from pets that do not live on property). Manager made up false "closing date" story that was never part of our agreement verbally or in writing. Manager's provable misrepresentations to me on 3/19/22 and later has caused me to suffer losses exceeding $2500 and caused me to take actions I would not have otherwise. Manager falsely states in writing she expected my "questions" to be answered by a temporary staff person who VP admitted was hired only to answer phones and never trained to respond to legal agreements. Manager and her 2 supervisors repeatedly failed to follow up as agreed or return my voice message and/or email on more than 12 different dates that are provable by voice messages left and emails that have received no response. Business makes false statements this is not true when it is provable. Manager and her supervisors shared my private documents with BBB. I demanded in writing to the business to remove these documents shared with BBB. Manager states in writing her knowledge of business policy to not share my private documents. This was after I complained in writing again to the business to stop emailing my private documents. Manager falsely told me my private documents would be "secure" in the business property online portal. Per Attachment 3, Manager failed to clean pet stations weekly. Staff (Brandon) admitted to me on 5/21/2022 he failed to maintain them weekly then immediately went to clean the pet station I was unable to use when my pets lived on the property. Manager falsely stated in writing to me her staff admission did not occur. In fact, staff admissions are provable, including false statements by Manager to cover up for staff. Per Attachment 4, On 6/30/22 staff (Kevin) falsely claimed I owed the business "2 missing keys" in front of 2 people when I met with him. Manager falsely states in writing that the staff did not say this even though she was not present. False statements by staff and Manager are provable. Manager's pattern of practice to cover up for actions by staff occurred again with this incident. Manager refused to apologize for her failure to communicate with her staff regarding************ billing error before wrongly ordering my power shut off - without even a courtesy call to me to confirm the situation. In a phone call I had with her VP supervisor, VP admitted Manager and staff (Kevin) were both wrong for their actions taken against me and that she and the Manager were both aware of the ongoing pattern of issues with the staff (Kevin). VP admitted to having problems hiring qualified staff. Admissions by VP and related false statements by Manager are provable. Business refused to acknowledge that I had paid the Business'************ bill of $477 while wrongly charging me from January to April 2022 an erroneous bill from************ that was not due by me. ************ informed me the Business was wrong for attempting to collect this erroneous bill - particularly when the Business had notice it was erroneous. Business falsely states in writing to BBB it "waived" this charge to me from************. This erroneous charge was refunded to the Business because it knew as of 1/30/22 it was an erroneous charge and was eventually refunded to the Business by************. Despite this knowledge, the Manager continued to bill me with this erroneous charge for several months. This caused me to keep emailing the Manager who refused to remove the charge no matter what evidence I provided to show I did not owe their erroneous charge from************. This fiasco demonstrated the pattern of poor communication between Manager and staff and handling their own erroneous bill from************. Instead, they caused more problems for me. Manager failed to take appropriate action to identify and control pets living on the property. Manager makes false statements in writing about her actions related to uncontrolled pets. This continued pattern of mismanagement has caused me further harm. Business Response /* (4000, 19, 2022/08/04) */ ***Document Attached*** On 07/07/22 an email was sent to****. addressing each and every concern and providing evidence of her false claims. Her deposit was returned to her in full even though she still owed for water and sewer. Consumer Response /* (3000, 25, 2022/08/22) */ My Response: Per Attachment 1, As of 8/9/22 I have NOT received a full refund check for my deposit as promised on 7/22/22. The business has failed to respond to my 8/4/22 and 8/9/22 requests for their tracking number and copy of check purportedly mailed to me by certified mail. The first check was erroneous as the business attempted to double charge me for Valet costs of $47 and the staff (Kevin) refused to apologize for his error then attempted to cover it up by misrepresenting what occurred with this erroneous check. These recent events further prove my claims are true and have merit, and, contrary to the businesses false statements that I have made "false claims". Per Attachment 2, the Manager received and acknowledged my 3/21/22 email memorializing our AGREEMENT based on the 3/19/22 phone call which I stated was a CONDITION of the Notice to Vacate. The business failed to provide this email when it responded falsely to BBB. Our AGREEMENT clearly outlines my closing date, our agreement to market the unit immediately for 5/23/22 move in and not charge me for pets after 5/23/22. The business admits in their responses to BBB they never marketed the unit for earlier than 7/1/22 move in and then admit their one attempt in late May was "too late". The business clearly took advantage of me and caused me to incur losses which were ALL avoidable. Per Attachment 3, the Manager had direct knowledge that her actions caused me losses. The business failed to provide this email when it responded falsely to BBB.

*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. ↩