Complaints

This profile includes complaints for Monument Real Estate Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monument Real Estate Services, LLC

  2675 S Bayshore Dr Unit 300S Miami, FL 33133-5463

• 

  St Andrews Apartments

  601 Saint Andrews Rd Columbia, SC 29210-5112

• 

  Monument Real Estate Services

  3001 New Haven Dr Durham, NC 27703-5795

• 

  Monument Real Estate Services

  3819 Bonneville Ct # 0D Raleigh, NC 27604-2683

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  Shadow Bend

  6838 Everhart Corpus Christi, TX 78413

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:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I am a resident at The Element Apartments in **************, ********. In October 2024, I renewed my lease with the financial backing of ******************. On several occasions, I asked that my utilities be included with my rent, because I don't have income. I have been unable to work, due to Bipolar I, depression, and anxiety. I received a screenshot from Catholic Charities that indicated there was $140 allowance for utilities. 3 months later, I received an eviction notice for less than $200 in past due fees. I suspect the fees encompass my utilities, a late charge, and the difference between the 1st month's rent (October) and what ******* ***** Center paid. During my 1st tenancy, KYC was the administrator for my rent and they should be responsible for that difference. Regardless, during my 1st tenancy, my utilities were routinely paid after the 5th, because I have to go through the township/general assistance. I never received any notices during my 1st tenancy. Now, all of a sudden, the rules have changed? The Element allowed me to sign a lease with no income, knew my utilities were routinely paid after the 5th, and now they are threatening to throw me on the streets for it.

  Business Response

  Date: 12/09/2024

  Dear ******,
  Thank you for bringing your concerns to our attention. I understand that this situation is stressful, and I appreciate the time youve taken to explain your circumstances.
  Upon reviewing your account and lease documents, I want to clarify a few points:
  Utility Addendum Agreement: When you renewed your lease in October 2024, you signed a utility addendum that outlines our policy regarding utility payments. This agreement specifies that utility charges are separate from rent and must be paid in full and on time to avoid late fees or penalties.
  Payment Policies and Responsibilities: While I understand that ****************** provided financial assistance, any difference not covered by third-party assistance programs, including past-due utility fees and late charges, remains the resident's responsibility. The same applies to any remaining balance from your first tenancy.
  Payment Timelines: Our policy requires timely payment of both rent and utilities. While utility payments in your first tenancy may have been made after the 5th without issue, this did not waive the terms of our current agreement, as outlined in the lease and addendum.
  We aim to work with residents to avoid eviction wherever possible.  Additionally, I encourage you to contact our leasing office to set up a payment arrangement to address the outstanding balance and prevent further escalation.
  We value you as a resident and are here to help navigate a resolution. Please feel free to contact our office directly at [office number] to discuss this matter further.
  Thank you for your attention, and I hope we can resolve this situation promptly.
  

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I filled out an application for Hillcrest Townhomes in ********* IL back in August and was unfortunately denied for credit but I never received the admin fee back. I contacted the resident support specialist ******* ******* via her e-mail ********************* and explained I have not received my refund for the administrative fee. I was then told there are no refunds. I then advised I am due a refund per the application disclosure as follows:10. Refund after Non-approval. If you or any co-applicant is disapproved or deemed disapproved under paragraph 9, we'll refund all application deposits required by law to be refunded within 30 days (not to exceed 30 days; 30 days if left blank) of such disapproval. Refund checks may be made payable to all co-applicants and mailed to one applicant. I was then told someone would follow up. That was October 11th and I have heard nothing since. I simply want my administrative fee back as the property is not entitled to keep it.

  Business Response

  Date: 11/12/2024

  We will be refunding ********** her $125 admin fee.

   

  Thank you

  Monument Real Estate Services

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22459365
  
  I am rejecting this response because: I still have not received the refund 
  
  Sincerely,
  
  ********** ******

  Business Response

  Date: 11/14/2024

  We understand that you have not yet received your payment. We have requested a refund on your behalf, which should be processed within approximately 15 days. 
  
  Please find attached the financial statement confirming the refund and the address to which it will be sent.
  
  Thank you,
  

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  They took all my money and put me out

  Business Response

  Date: 10/23/2024

  Hi Amarria,

  Unfortunately, I wasnt able to find your details in our system. Could you please provide me with a bit more information, such as the name of the property you lived at? I also tried calling the number listed in your complaint, but it seems to be out of service.

  Thank you for your assistance.

  Best regards,
  Monument Real Estate Services

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I, an occupant, was forced out of the unit without any court order by the property management. Management Lakesha called the police on me, after concenting to allowing me to get my belongings from the property. Lakesha and her staff lied and told the police I kicked the door down and then admitted to the officers once they arrived on scene that they never seen me kicking down any door. I was attempting to get my property from the unit as well as apply for a unit. I was not able to do that because I was given a no trespassing notice by the woodridge police.After calling and speaking to Lakesha about getting me property from the unit Lakesha and the attorney agreed I could come to get my property the following day. Then I came the following day with movers I paid for, and Lakesha then stated I actually cant get my property and there was a process I had to wait for first In order to get my property. I returned a call that I kissed from Lakesha, and the. After speaking, the woodridge police called me and said the management at high crest called them and said I was harassing them, which is another false claim against me. I called this week and finally got ahold of property manager Lakesaha and she told me my property had been taken by the ************************ and that I needed to go to the police department to get my belongings. I went to the police department and they told me that Lakesha lied again and that they do not handle civil matters with taking property from homes. I have been calling Lakesha and management and no one has returned my calls or knows where my property is. I need support immediately.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I have been renting for approximately 4 years and no repairs have been adequately performed. I have been complaining about pests for 3 of the last 4 years. When I say pests I mean you can hear a rodent chewing on the inside of a gas stove. I have seen its tail coming from inside my stove and even have photo and audio recorded evidence that Ive shown to the leasing office with no results until recent. It literally took them two years to eradicate a rodent. In the summer of 2021 the A/C unit broke and management informed me that the 3 window a/c units that they had were already in use by other tenants and did not even offer to purchase one for me to use in the unit I rent. Needless to say I had to purchase the window unit myself and place it in the den. All of this while dealing with pests and being 6 months pregnant. I have had to purchase my own pest control items to keep the roaches at bay. The pest control company they use literally sprays under the stove and fridge only. Even though the leasing office requests us to clear out all of our cabinets which I do every time bc there is a threat of a $150 fine added to rent. My cabinets are literally separating from the walls in my kitchen, my front door is warped to the point there is a visible gap between it and the door frame, thhe balcony is leaning towards the ground, my tub needs to be resurfaces and my have mold growing where the caulk is and leaks, the faucets in the bathroom constantly run causing my water bill to be $60 for a one bedroom apartment, they charge for valet trash that never actually comes and if they do is sporadically (Ive seen the trash man eating at his vehicle in the parking lot), there have been shootings and killings in recent years with no added security services to advocate for tenants, I am forced to have renters insurance for an apartment that has not been properly maintained since I moved in summer of 2020, my HVAC system went out in December 23 due to faulty wiring, outlets arent grounded.

  Business Response

  Date: 04/03/2024

  Concerns are currently being taken care of by our maintenance team.

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21398271
  
  I am rejecting this response because: 

  The only issue that has been fixed is the hvac system where a maintenance technician finally came in and replaced the thermostat and replaced a piece on the inside so that can switch from A/C to heat which had been removed in December 2023. Its now April. All other complaints still stand. And there has been complaint filed with Guilford County code compliance enforcement since February 2024. Which I have not been contacted in reference to fixing any of the listed issues. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Maintenance issues not being resolved. Heat related. No one is working on site or answering the phones going in a week now. The ownership of the property doesnt answer their phones. Our portal is down so noone can pay rent. On site laundry is broken. My set of keys to my building dont work. Car got towed even tho we dont have parking permits.

  Business Response

  Date: 02/21/2024

  I understand that this transition may be stressful for you, but I wanted to inform you that as of February 7, 2024, the property has been sold. Notices were sent out on the morning of February 7, 2024, to inform residents of this change. The new community manager's name is ********, and her email address is ******************** Please don't hesitate to reach out to her for any further assistance or inquiries.
  
  Thank you,
  
  Monument Corporate

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This management company is truly the worst. They notified me that my insurance was going to expire in November even though it didnt they charge me $40 in fees for insurance that they claim I didnt have on file. I have my proof of insurance which I sent to them on 11/28 by email. They did not email me back. I also have proof that I call them. They did not answer the phone when I called. Sometimes the phone will ring and no one answers. They are upset because I cant chase them down. Then they added late fees to my rent, because I was waiting for them to remove the charges. They keep trying to act like the charges for the insurance happened after 1 December, but they were on there in November. The email they sent was to inform me about a balance. When I talk to the office all they really do is talk condescending to you and make it seem like you dont know what youre talking about and like you are lying. Ive been a resident here for just over two years and *** never had a problem and pay my rent on time. Im really upset because they charged me $40 and insurance fees, they claim that it was only $20, and that the additional $20 was from ******************* That is a lie because my insurance renews November 15th. They should not have been charging me any fees for insurance for October although they claim thats what it was for. They were sitting there looking for evidence on their computer, but couldnt find it then got mad when I was upset because they dont know what they are doing anything. This isnt the first time that this is happened to me either. They also tried to do this to me a year ago and it was then when I decided that I would not renew my lease this spring. Not to mention the sewage that was leaking in my apartment or the fact that my bathroom ceiling was falling apart for months before they came to fix it. This terrible management is driving tenants away. They act like they dont want people to stay here.

  Business Response

  Date: 12/22/2023

  According to the office this has been resolved with the resident.

   

  ~Thank you

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Location: Haven on The Lake, ************************************************************************ I have neighbors that smoke marijuana in the buildings, next door and below me. The smell comes into my unit from this. Our lease says there is no smoking in the building and they refused to do anything about them smoking marijuana in the building. The management&#**;s resolution is to move me to another unit but why would you move me when I have been there for over 10 years? I tried to call the corporate office and they refused to give it to me and then they gave me the wrong number. I would like for management to have them stop smoking inside the building.

  Business Response

  Date: 12/27/2023

  Dear Residents,
  
  We understand that the current situation regarding our smoking policy and the legalization of marijuana in the ***************** has raised questions and concerns. We appreciate your patience and would like to provide further clarification on these matters.
  
  Our community does not operate as a non-smoking community, and the recent legalization of marijuana in ******** has altered our approach to enforcing its status as an illegal substance. To address these changes, we have introduced the Medical Marijuana Addendum, aiming to enhance management's ability to enforce regulations and maintain an improved living environment for the entire community.
  
  It's important to note that this addendum will only be distributed to new move-ins and during renewal processes. For existing residents, this addendum will come into effect when it is time for them to renew their leases.
  
  We understand that this may be frustrating for some, and we are more than willing to engage in further discussions to address any questions or concerns you may have. Please feel free to reach out to our management team, who would be delighted to speak with you on this matter.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  Monument Real Estate Services

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20939177
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/28/2023

  I have spoken wit the manager at haven and I also has a emails from

  her we talk about the problem

  we was trying to come up with a resolution and never could up with one l would love to sit down and come up with a solution but they has to be available Ang call back email back and not just go ghost and not commute if i knew we would has these issues I will have NEVER signed another lease

  i I live here 10 years and the solutions you came up with is for me to move to another unit, after 10 yrs 

  pay the cost of over ***** to move

  when the person who is smoking has only been there to months it not make sense to me

  i am open to talk if we come come up with a way to coexist until my lease is up

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I was supposed to move into ****************** on Oct 31st in ********** **. I signed my lease on September 13th so the office had more than enough notice of my arrival. When I arrived on 10/31 I paid my move in fees and then promptly found out the keys for my unit hadnt even been made yet. While waiting for my keys to be made, I also found out my unit did not have a functioning hvac system, the front door was warped to the point there was a large unsafe opening on the top of the door, the unit was unclean with dead bugs sprawled everywhere and the showers had no shower rods installed. They kept giving me the run around and provided empty promises for when everything would be finished. By Nov 2nd things were still not fixed and there were no other move-in ready units available, so the community agreed to cancel my lease at my request and refund my move-in fees. I received an email receipt dated Nov 3rd saying that the check had been sent to the ********** office where I can pick it up when it arrives. It is now Nov 17th and Ive just discovered, according to the regional manager, my check was only mailed out just yesterday on Nov 16th. 13 days later. I have been homeless since Oct 31st and may even potentially lose my job due to my displacement. I was approved at another apartment on Nov 2nd and have been waiting on my refund from ****************** so that I can pay my move-in fees at my new apartment. If I wait another **** business days for the check to get here, if it has even actually been mailed off, I will certainly be jobless at that point as well. The regional manager was not able to assist me in getting my funds any sooner even though I have explained I am homeless and will be soon jobless. I am not from this area and my hometown is 3 hours away. I am a 25 year old female and it is not safe for me to sleep in my vehicle. I need my refund plus all of my hotel fees and inconvenience fees as well at this point.

  Business Response

  Date: 11/20/2023

  This issue has been resolved.  

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Upon moving into our unit at Ridgebrook Apartments, we discovered our dishwasher wasnt working on day 1. No biggie, so we put in a maintenance request and the maintenance guy can and said hed order another one, as ours was fried. Still have yet to see this dishwasher.About a month after moving in, the fridge started to leak water everywhere and freeze items sitting on the top shelf. Put in a maintenance request, the guy jiggled with the settings on the fridge and said that should be good, call again if theres any further issues. This didnt solve the fridges issue at all, and its kept getting worse and worse as time has gone on. Whats worse is as these issues persisted, Monument had renovation teams working on unoccupied units, updating appliances, heat and floors, all while my appliances barely function.Oct 15th rolled around, and the heat was turned on. Strangely enough, we didnt have any heat either. The maintenance guy came out again, jiggled with it, and left. No heat still. Reported it again, and a new maintenance guy came and replaced the thermostat, still no heat, reported it again, and the new guy came back out again and rewired the thermostat, but theres still no heat.About a week ago, unit 307 sprung a gas leak. This was discovered and the units gas line was isolated and shut off. Imagine my surprise the next day when I came to find out the entire buildings gas had been shut off. Its been a week with no gas now, and no signs or timeline saying that its going to be fixed anytime soon. Woke up this morning to find no hot water. At this point, Im demanding, not requesting, but demanding a full rent abatement until ALL of these issues are taken care of. ******* to do so WILL result in free legal services for every tenant of the **** building.

  Business Response

  Date: 11/27/2023

  We sincerely apologize for any inconveniences you have experienced. We will have Maintenance take a look at the issues you mentioned and ensure that they are completed this week. If you have any future concerns, please stop by the leasing office so that they may be addressed promptly.