Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:04/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lived at ************* Unit 118 from 2/15/2023 until 3/15/2024. When we moved in we immediately complained about the state of the carpets. At move out we were charged for full replacement of the carpets as if the they were new and unblemished when we moved in. The carpets were installed on 5/9/2022, 9 months prior to our move in. They will not provide us any info on the previous tenants move out charges, due to "privacy concerns".Furthermore, Palm Bay Clubs notice to vacate form clearly states that a professional cleaning will be done, and we will be charged $100 for it. However, this cleaning was never actually done. Had it been attempted; we feel certain that it would have put the carpet into a state that was at least as good as when we moved in and certainly well within the confines of normal wear and tear.We are being forced to pay a charge that is unwarranted in order to protect our 800 credit score, because they are threatening to send it to a collections agency.

  Customer Answer

  Date: 04/30/2024

  At 9am this morning 4/30/24 I received this:

  good morning,
  
  I see your account is accepting payments. We would need the payment by 1pm to avoid being sent to collections
  
  Best Regards,
  
  *****************************
  Area Manager, CAM
  
  ************
  P: ************** 
  E: ***********************
  
  *************
  P: **************
  E: **********************

  I paid in order to avoid damage to my credit and then at 3pm the same day, 4/30/24, I received this:

  Good afternoon ********, 
  
  I was trying to reach you via phone but was unsuccessful.
  I was wanting to reach out to inform you I have reviewed your final account statement with upper management and have agreed in good faith to waive your carpet replacement and only hold you responsible for the $100 carpet cleaning charge. You will receive a refund check of $548.42 to be mailed to your forwarding address within 2 to 3 weeks. Can you please confirm your forwarding address again to ensure it is sent to the correct address? 
  
  I hope this makes up for any frustration this has caused you, but we truly want to ensure we are doing our best in meeting our residents expectations and wish you all the best in your new home. Please feel free to call me if you have any questions or concerns ************. 
  
  Sincerely, 
  *****************************
  Area Manager 
  

   

   

   

   

  Business Response

  Date: 05/10/2024

  Good morning!  After carefully reviewing the final account statement along with reviewing the previous residents move out information/photos we have agreed as a good faith gesture to waive the carpet replacement ************** the leaving only charges for carpet cleaning of $100 for the staining on the carpet at move out.  There is now a refund on the account that has been processed.  He can expect to receive that refund via **** in the upcoming weeks. We truly want to ensure we are doing our best in meeting our residentsexpectations current or past and thank you for reaching out.
  

  Customer Answer

  Date: 05/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:04/05/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend and I recently moved out of an apartment at Ocean Park after 5 years. Upon move out, we received a bill including a charge for ~$2k to replace the all of the vinyl floor in the apartment (584 square ft). We acknowledged that we caused damage to two of the flooring planks in the dining room; due to Covid we had to pivot to working from home and did not use the proper casters on one of our desk chairs, causing damage. We agree with paying for this damage, but feel as though we are not responsible for replacing the entire floor, which has 5 years of normal wear and tear. Additionally, we believe the property manager should only bill us based on the remaining usable life of the floor. We have asked the manager to provide the original cost of the flooring and depreciation schedule on multiple occasions and she would not. Because the manager could not provide this, we did a great deal of research to approximate the lifespan of the flooring and calculate the depreciation rate ourselves (please see attached screenshot). We sent this to the property manager on 3/27/2022 with pictures showing that our furniture had protective pads, stating that unless she was able to provide information contrary to our depreciation estimate, we would pay $435.18 of the flooring bill in addition to our other move out fees by 3/30 per her deadline. We did not hear back from the property manager on 3/30 and paid a total of $3,477.93 (see screenshot). On 4/4 we received an email offering to reduce the cost of the flooring to $1,018.74 as we had used the "wrong type of furniture pads" (no specification was outlined in our contract) along with a threat to send our account to collections on 4/11 for the remaining $583.56. We have tried to resolve the situation informally, but the property manager continuously fails to provide the requested documentation and explanations. We feel this is predatory behavior designed to take advantage of tenants and "double dip" on depreciation costs.

  Business Response

  Date: 04/07/2022

  April 7th, 2022

  
  This letter is in response to the resident complaint from ****** ********* at Ocean Park.

  
  ****** was a valued resident and we enjoyed having her as a resident in our community.  We fully respect the opinion given regarding the flooring within her apartment home.  Upon move-out, a representative from our company will complete a thorough inspection of our apartments.  We do expect normal wear and tear within all of our homes and only ever bill back anything that is beyond normal wear and tear, which is typically evident.  When we are unsure of the condition of something, in this case, the flooring, we bring third party vendors that are professionals in their field.  We utilized House of Floors, which is a very reputable company and very well known in the apartment industry. 

  
  A representative from House of Floors inspected the floor and notated on the quote that the damage was caused by dog urine that sat on the floor and delaminated the planks in addition to too many dents in the planks to be repaired.  This is not a conclusion that was provided by any of our team members but was provided by a professional flooring company. 

  
  It is fair to state that our documents do not fully sate what type of chair pads are required, so after additional discussions, we made the decision to half the cost of the flooring, which would also cover the damage notated on the quote regarding pet urine, which we feel is fair.  The original cost of the flooring that was $2,037.49 and we have adjusted the amount due to $1,018.75
  

  We would also like to notate that *** ********* did reside in the apartment home for five years but Ocean Park went through an extensive renovation, and they were the first ones to reside in this newly renovated apartment. We have almost 3,000 apartments companywide and have new move-ins and move-outs regularly.  We do not depreciate vinyl plank flooring like carpet as it is a more durable product.  It is in very rare instances that we would ever need to replace an entire floor and as mentioned above, our flooring provider has clearly stated it was from pet urine.  Furthermore, due to the renovations, we do not have the original flooring invoice as it was a bulk construction cost per unit.  However, we are able to provide, the inspection report which shows all photos of the apartment flooring and the quote.  Also, attached is the paid invoice from House of Floors showing that we did in fact replace the flooring. 

  We are a very budget conscientious company and do not just replace things to replace them.  We try to always be fair and reasonable and always take our residents feedback with the utmost respect.  We fully appreciate the frustration that *** ********* has but we also have to be able to provide proper housing to a new resident moving in and the condition of the flooring would not be acceptable to our standards nor a new move-in.    
  
  Sincerely,
  ****** *********
  Community Manager
  Ocean Park Apartments

  Business Response

  Date: 04/19/2022

  Thank you for your response.  After further review, we've made the decision to waive the additional charges that are being disputed.  You should receive an email from the Community Manager at Ocean Park by 4/20/22 confirming the amount and your new address.  After that the check will be cut and sent to you via USPS.  It will be in the mail no later than next week.  We thank you for making Ocean Park your home for many years and wish you well in your new home.  Have a great day!

  Customer Answer

  Date: 04/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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