ComplaintsforRoyal American Management, Inc.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of the unit on April 27,2024. At the time they did not have a steady property manager to inform and to this day they still do not. When I did have a conversation with the property manager, I was instructed to leave the keys in the door slot of the office- I expressed my concerns and was reassured and instructed to do and I did. I have been reaching out to them since May because they have been charging me for rent and no calls have been returned. Every time I have spoken with someone they were vague, rude and unprofessional. I explained this matter to them and they have stated several times that they will resolve the issue and has not f done so. Now, they have put me in collections for an amount and cannot tell me why or return my calls. I have expressed that this is on my credit report and they do not care or have tried to correct this. I have spoken to Mia, Rachel and Mary Elizabeth I think is the name I was give because she was very rude. I was told that Mia manager Angela would contact me and never received a call. All I am trying to do is get this resolved and removed from my credit report. The so called property manager that they have has not returned any calls and when you call they state they do not have a property manager for the site- Conecuh Bluff Apartments. This has caused so much distress and they are not responding back and are very rude and unprofessional to be an employee that represents this company.

  Business response

  09/13/2024

  Per the Regional Manager. The resident did not turn her keys in to the Community Manager. Resident stated that she gave them to maintenance, and Maintenance stated she did not.  However, her ledger has been corrected to reflect her move out date being April 27th.  It is now reflecting a zero balance. 

  Customer response

  09/13/2024

  
  Complaint: 22210612
  
  I am rejecting this response because:
  

  Firstly, I never once stated that I gave a key to maintenance. I have stated several times and over again- that I was instructed to leave the key in the door slot of the “apartment manager’s” door, in which, I did, with my express of hesitancy to the apartment manager. 
  

  Secondly and last, I appreciate you all finally fixing this but still it is very disheartening that you all did not take accountability for your poor service and actions.

  I hope in the future, you all partake in better business practices and services for your potential residents. I understand that mistakes happen but the way that you all treated me was unacceptable and mirrors how you all regard your residents.

  Please invest in IDP’s for your management team to assist with their business engagement and future growth for them with your company because what was displayed- was a poor representation of the company.

  
  Sincerely,
  
  Kyteisha ******

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I decided to contact Royal American and ask why I had been on the list 12 years. 1 week later the administrator of the Willows 1 apart.email me and said she had an apart.I Came into the office and she explain to me if you dont take this apart. I dont know when there will be another but you have to pay the first month in full $658.then next month you will be paying $195.I believe this because she repeated to me so many times. I take everything out of the storage I had and leave the room I had rented. I pay $1,233 to the Willows and move into the Willows1 apartment. Then she tells me there will be no discount you have to pay the rent in full I answer her you promise I was going to pay $195.to which she reply you have written proof i said that,you. You can brake the lease and move out.I wrote to the regional office and complaint,they call me and said move out o wait until someone moves out to get the discount. I also wrote to corporate office nobody answer me. I am 70 years old I only receive $746.Social Security and $216.S.S.I how am I going to pay rent,light,water,phone,cable,car insurance,miscellaneous,ext,ext. She was not supouse to accept me as a tennant because I dont qualify with my income to pay $658. rent. The tenants here have to pay for rug cleaning and anything that breaks. How am I going to live. I am going to end up in the street at 70 years old because the administrator gave me and apartment I did not qualify.

  Business response

  08/19/2024

  Good afternoon,
  
  Per the Regional Manager "This resident is upset because she was supposed to receive the RA Slot from #32 however the resident did not move out, Jancie (community manager) called USDA and explained the situation and was told the RA slot had to stay with #32 since he didn’t officially move off the property and turn in his keys.
  
  I advised Ms. ******** she is still the next person in line to receive the RA Slot, I offered to let her out of her lease and refund her security deposit and she declined." 
  
  Thank you!

  Customer response

  08/19/2024

  
  Complaint: 22162606
  
  I am rejecting this response because: How many years is it going to take for someone to move out, I am 70 years old. 
  
  Sincerely,
  
  Maria ********

  Business response

  08/20/2024

  I apologize, but you will have to wait on the next available rental assistance slot, there is nothing else we can do at this time. We have guidelines we have to follow. 

  Customer response

  08/21/2024

  
  Complaint: 22162606
  
  I am rejecting this response because:
  
  Sincerely,
  
  Maria ******** What part of not enough income is not understandable.?  You were not supposed to accept me because I do not get enough income to pay your rent. The guide lines are to accept people that can afford your rent. I will not stop looking for help because what was done to me is not fair, putting me in danger of ending in the street homeless.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I was evicted for not payment my rent, however while I was living at **** *********** **** Apt. 1 in Alexander City, AL 35010 I had mold in my apartment! I noticed there was mushrooms growing in my floor about 3 months after I moved in. She had the business that installed the carpet to come in & look at it the piece of carpet was replaced but because there was mold in the apartment before I moved in & was not told that prior to moving in. After the second time I noticed the mushrooms & mentioned it to the landlord nothing was done about. I have server pictures of the mushrooms & the mold inside of the apartment. I have serve allergies & right before I moved out I had a really bad sinus infection, continuous headaches, difficulties breathing & not only myself but my son as well. Our clothes has an awful smell to them & it came from that mold in the apartment. I had a pink bookbag I toted for several years however that bookbag was full of mold. Not only was there mold in the apartment but major water leaks in the apartment as well & they were never fixed.

  Business response

  04/23/2024

  Per the Regional Manager; After speaking with Jermiah ******* the Community Manager, I was informed that the resident washing machine pump went bad causing her machine to leak into her apartment as well as the apartment next door.  Pro steam was called out and the water was extracted.
  
  The resident did not make any calls to the office or to Corporate to complain of any water leaks or mold she was experiencing.  Her unit was walked after she moved out,  and no mold or water leaks were notated.
  
  Jermiah is out of the office today.  Once she returns, I will have her provide pictures of the unit since no one has move into it yet, as well as the invoice from pro steam reflecting that the work was completed.
  
  Thanks,
  Mia C

  Customer response

  04/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21605814, and find that I am not please with this resolution. However, she was notified on her personal cell phone about this issue back in July of 2023 & she responded to the messages. As far as my washer leaking, I never had a leak from my washer & I told her that. My washer was put in & hooked up but when she said the leak was coming from my apartment I had not even used the washer yet I was still washing & drying my clothes at my mother’s house. 
  
  Sincerely,
  
  Kristin ******

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at Highgate apartments which is owned by royal American management. I called & reported water leaking from the ceiling into my living room & both bathrooms in early January. Management contacted me twice in late January saying maintenance was going to come by and see what all needed to be painted. Nothing was done or has been done since January. iv’e left emails & text messages asking when maintenance was going to start painting & still no reply. Management is treating this work order just like the one I put in 3+ yrs ago to have my windows fixed which still hasn’t been done.

  Business response

  05/31/2024

  The Regional manager just spoke with the Maint Supervisor. He stated that he painted the entire bathroom and the whole living room wall.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I first signed my lease , me and many others were told we could not see the unit. I went along because we were already packed and ready to move. I was told before arrival that the units were being turned over and I would have planked flooring and stainless steel appliances. My last reason for moving out of my old complex was because of carpeted flooring. I'm severely allergic and my asthma would always get bad. I addressed my concerns and was told I could be put on a list to transfer to a bigger floor plan with planked flooring once it became available. This is my second time renewing my lease and I still have carpet. My allergies have gotten so bad I'm constantly at the doctors trying different inhalers, dealing with bronchitis and coughing with stains of blood. My doctor wrote a letter and I filled out the office's form. I was told my request for a flooring change was approved at my own expense.and I would need to remove all of my furniture , rent a uhaul and leave my unit for 48 hrs. I'm currently living in a unit with water damage and a bathroom surface mold issue. The office is aware and told me it will get fixed once I moved out. I pay my rent early. I keep clean and to myself. I'm not loud. I literally work all day. I was told I needed to renew before hand or I'd have to pay for their renters insurance even though I've had my own and provided it. I was told I'm not a priority with my health. I told the office I will not be paying out of pocket to having the flooring I was originally told I would have. I have told the office of my many concerns. They've even entered my unit and seen me and my child sick. I felt the pressure renewing so I did in fear my family would have to find a place to move immediately. This has become incredibly difficult to deal with and extremely inconvenient. I'm wasting money with hospital bills and out of pocket costs because I was told one thing and another was done.

  Business response

  03/15/2024

  Regarding Mrs. ****** submitting a complaint to the Better Business Bureau on February 29, 2024, alleging discrepancies between the upgrades promised during her initial tour of our property and the amenities provided in her leased unit. She claims to have been under the impression that all units would feature stainless steel appliances and plank flooring in common areas, based on the features of our 2-bedroom model unit. However, due to a pause in our upgrade process prompted by COVID-19, these improvements were not implemented within our community.
  Our leasing staff strives for transparency, explicitly communicating the differences between our model unit and available units to prospects and applicants. Mrs. ****** toured the model unit in January 2021, during a period when upgrades were not actively pursued, making it unlikely that our leasing consultants would have conveyed the presence of stainless steel appliances and plank flooring in the units.
  Upon Mrs. ******'s move-in on April 9, 2021, our former leasing consultant, Ms. Jackson, conducted a walkthrough of the unit with no noted issues. Subsequently, Mrs. ****** did not report any concerns regarding the unit's condition until February 2024, when she attributed health issues, including allergies, to her carpeted unit.
  Upon Mrs. ******'s request, she was granted a reasonable accommodation (RA) for vinyl flooring at her expense, in accordance with our RA policies. She expressed dissatisfaction with this outcome, claiming she was promised a transfer to a unit with plank flooring upon move-in. However, there is no documentation supporting this claim, and Mrs. ****** was informed that she was placed on both 2-bedroom and 3-bedroom transfer waitlists.
  In addition to her housing concerns, Mrs. ****** has filed numerous noise complaints, which were addressed by our staff and investigated by our property management team. However, all reports returned unfounded, indicating no excessive noise issues within the building.
  We remain committed to addressing Mrs. ******'s concerns in a fair and professional manner, prioritizing transparency and adherence to our policies and procedures.
  
  Additionally, after reviewing all forms of communication and the resident file there are 2 people on the lease Chelsea ********* ****** and Angelo ***** ****** and their infant child.
  There is no documentation regarding her complaints of allergies or health concerns prior to request for plank flooring in February, nor is their any complaints regarding parking.

  Customer response

  03/15/2024

  
  Better Business Bureau:
  
  The regional manager has reached out to me and has addressed my concerns.  I am pleased with the outcome 
  Sincerely,
  
  Chelsea ******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a resident of Oaktree Apartments Jacksonville, FL 32210, and have been for the last 7 years. I pay my rent on time every month, and I have never had a late fee charge until new management of Lashawnda not sure why she is refusing to update my online account for me to be able to pay my rent online instead of money orders, where every month I am told someone loses them, they have been misplaced or they may have been credited to other resident’s accounts in the apartments, not sure how because my apartment number is always written on the front and back. I keep all my receipts filed of the payments I have made and provided management several times of the receipts for the continued late fee on my account that was never updated when that was paid to management Lashawnda. I was told in October 2023 my October money order was misplaced; management Lashawda charged me a late fee for the mistake of the office negligence then keeps placing termination notices on my front door every month. I am asking someone to correct this situation or let me know if I need to get a lawyer for this to be corrected with Oaktree Apartments Jacksonville, FL 32210. Ever since management Lashawnda changed in the office Oaktree Apartments Jacksonville, FL 32210 things have been out of control with no explanations when questions are asked with the accounts of payments, community areas being messy, no fixing on the lighting on the property, lack of police presents with more crime activity then ever and of damages visible in windows of the apartments. I want to know why and how my October 2023 money order was lost or misplaced by office staff and I am the one being charged and threaten with lease termination notices every month. Please update my online payment account, no management will respond nor return my phone calls in response to this situation.

  Business response

  02/28/2024

  The Regional talked with this resident early this month and advise her that the account will be corrected on 3/1/24.  Maintenance will/did address all of her issues.  Regional followed up with resident tonight and she was/is satisfied with our results. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd like to file a complaint against the apartment complex that I am currently living in, Woodridge Apartments. The property is owned by Royal American Management is located at *** ** ****** St in Perry, Fl. Two weeks ago on December 3rd, 2023, the ceiling in the corner of his bedroom came down and has created a huge hole in his room. Thankfully, it happened on the rare occasion that my kids aren't actually home because it fell directly where my boy sleeps. Each week with the heavy onset of rain, the ceilings keep filling up with water and the initially is getting worse by the day. It is currently still sitting on top of all the pillows and mattress now two weeks later December 18, 2023. I have spoken with my landlord several times since the ordeal began and she tells me she can only tell me to call corporate and they've contacted a roofer but no update as to when it will be fixed. I had to leave work because it began raining in my son's room and I had to get my kids and the babysitter out of the house until further notice because not only is the ceiling coming down more, there is mold all around as well and it has now become unsafe to live in my home with my children. I am a single parent of three young boys and they don't care if we are okay or living in habitable conditions. They have yet to send someone in to look at my apartment. This is heartbreaking right before christmas and has affected my children and I greatly. My rent has gone up since Hurricane Idalia even though I have not had full use of my utilities since August 30,2023 and my anxiety levels have been driven through the roof because my home is not a home anymore and I am being given limited to information on a solution, yet I am being notified of my rent being due. I have always paid on time. never been problematic, but this is not right because it's not okay for my children and I to live like that. My stove has caught fire, my lights flicker, there is mold on the ceiling just violating our rights.

  Business response

  01/23/2024

  At this time the commencement paperwork is complete for roof to be replaced and I am pending ******** ******* to return my call on a start date.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived in the HighGate Apartments of Gardendale ,AL which is owned by Royal American for 8 years. I provided my moving address before leaving the property. I received a message that my security deposit check was returned to them. They asked me to call with the correct address and I called and left several messages. I finally got a response that they were sending a check to the correct address. I still have not received the check. The response was given this summer and it is now December. Can someone please help with this situation? Thanks. Meredith ******* * Meredith ****** was my name when I moved in*

  Business response

  02/21/2024

  Meredith- We apologize as I was investigating this realize your address for the security deposit was your old address at Highgate, don't know why you new address didn't get updated, but I have your check now and I am going to FedEx it to you. Tracking # ************. I have also uploaded a copy of the check along with the FedEx packing slip. Again, we apologize that it took so long to get this cleared up. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved to Colonnade Park Apartments in December 2020. Paid over $1400 in a deposit and signed a form to receive 5% of my rent back if I purchase a home and pay my rent on time. That is over $1697.00. I gave ample notice to move out by 11/30/2023 and paid my rent on time. I was told in an email from the property manager that my two checks would be sent within two weeks of my moving out. I have called the corporate office to be sent to voicemail. The receptionist said they would cut a check within 30 days. I would like to check the status to see what the process is. They surely took my deposit quickly, but I'm having a hard time just getting in touch with someone about my refunds. I close on my house at the end of December and need this money that I was told and have proof that I would get it within two weeks.

  Business response

  02/21/2024

  Attached is the final account statement and copy of check. Please have prior resident submit documentation as to why they believe it should be more than what was on the final account statement. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a resident at ***** ***** ******, Opa-locka, Florida, for the past six years. Since Royal American took over the rental contract two years ago, the experience has been nothing short of a nightmare. In September, a pipe burst in our complex, causing extensive leaks. Miami-Dade Water and Sewer promptly addressed the issue with the assistance of property manager Shaquita ***** who called a worker to fix the pipe. However, the nightmare began when we received a water bill for $2847 in the mail on November 16. Concerned, my husband immediately brought it to Shaquita's attention. Shaquita assured my husband that she would complete the Underground Adjustment Request form and provide any necessary information to MDWS. The bill had a deadline of November 22, just a day before Thanksgiving. Everything was handed over to Shaquita on November 16, and when my husband inquired about an update on November 20, Shaquita claimed that all that was left was to take pictures of the fixed pipe, and everything would be sent off. Unfortunately, these were lies. Not only did they fail to send the paperwork to MDWS, but they sent it to Genesis *********, the Regional Property manager-Miami, who conveniently ignored my calls. On November 27, my husband sought out Genesis regarding the water bill payment. Genesis assured him that she would send off the required paperwork to MDWS within 30 minutes to an hour to prevent our water from being shut off by November 30. More lies followed, as she never sent the paperwork and emailed me, stating that she had called MDWS and they informed her that the complex was not at fault. When we spoke to the supervisor at Miami Dade Water and Sewer, they had no records of her call and provided us with evidence indicating that the complex was indeed responsible for the water bill increase. This company has demonstrated a complete lack of concern for our family's well-being, disregarding the fact that we have never missed a rental payment.

  Business response

  12/04/2023

  The Regional manager, personally spoke with Ms. ****** back in September/2023 about her file and the process of the recertification. Ms. ******’s spouse has 401k account and compliance requested the statements to further verify the annual recertification as it was not provided. Regional manager explained to the resident that all income and asset information needs to share during the annual recertification process per property programs.
  
  As for the leak the regional manager was informed that Miami Dade Water and Sewer inspector visited the unit to complete an assessment due to call from the resident concerned about their high bill, and it was found that the meter was leaking, the repairs fell under the landlord as per MDWS. The same day of 10/25/2023 the management office was informed of the leak. When the maintenance team visited the unit, they called out The Plumbers and per the invoice date the repairs were completed the same day. MDWS provided further information and a form to the resident that needed to be filled out and sent back to them, but the resident needed a copy of the invoice. *** ****** visited the management office and spoke with the Shaquita the assistant manager, Mr. Stuart filled out and left it on Friday the 17th of November. On Monday November 27th, the information was emailed to MDWS after regional manager had a conversation with Ms. ******’s spouse *** ****** who visited the cooperate office. Reminder that due to the Holiday the management office was closed on November 23rd and the 24th. Regional manager did call MDWS on Monday November 20th of the 21st. If there is no record on file is because the regional manager called to inquire about the form and the documents that were being requested from the resident. The regional manager wouldn’t have access nor would MDWS provided any information if an individual is not the account holder. Regional also inquired about the high bill for a resident in this situation, the representative did mention that the resident is responsible for the bill until MDWS completes the process to determine if the account would quality for a credit.
  
  Ms. ****** Dilema emailed the office on the 28th of November, and the RM replied and with the similar text above same day.  
  
  

  Customer response

  12/05/2023

  
  Complaint: 20952471
  
  I am rejecting this response because:

  Regional Manager Genesis has not been completely transparent in disclosing the complete details of the events leading up to the current situation. Below is a chronological breakdown of the challenges and concerns that have unfolded since the lease recertification/water bill increase:
  
  July 15: Mrs. ****** finalizes the lease with her husband Marquis at Shaquita ****'s office. All relevant documentation is handed over to Shaquita. A copy of the signed lease was handed over to ****** and Marquis.
  
  September 8: Shaquita informs ****** of certain findings and requests additional information. ****** promptly sends the required details.
  
  September 19: Shaquita, realizing the mistake in the recently provided email address, requests the necessary information again. ****** promptly sends the required details.
  
  October 10: Shaquita acknowledges the error in the email address recently provided to ****** ONCE again.
  
  October 17: Shaquita seeks further details concerning ****** and Marquis' 401K. ****** seeks clarification, and Shaquita advises contacting corporate. Marquis reaches out to Jennifer at corporate, who assures that someone will contact Marquis soon. An associate from Allapattah Complex promises a callback, as she discovers that ****** does not need to provide a 401k and is confused as to why Shaquita needs the information. Unfortunately, she fails to follow through with the promised callback.
  
  October 25: Last communication with Shaquita regarding recertification.
  
  October 27: Marquis expresses concerns about the lack of clarity to Jennifer, who transfers the call to Genesis, the Regional Manager. Genesis pledges to call back after obtaining clarity from Shaquita but never fulfills this promise. This marks ******'s first and only conversation with Genesis.
  
  Water Situation Timeline:
  
  September 28: Marquis discovers water service cutoff, and MDSW identifies a burst pipe on the property side. Shaquita assures MDSW that she will address the issue by sending Alfredo, the maintenance worker, to fix it.
  
  November 16: Marquis receives a water bill of $2847, visits MDSW, completes a credit form, and seeks clarity from Shaquita. Shaquita agrees to fill out the form, assumes responsibility for the water increase, and commits to sending it to Miami-Dade Water and Sewer before the November 22 deadline, requesting only six months of water bill history.
  
  November 17: Shaquita acknowledges receiving the water bill information, denies Marquis access to the invoice, and pledges to send it to MDSW herself before the November 22 deadline to prevent the water service from being shut off.
  
  November 20: Marquis requests an update from Shaquita, who claims that only a picture of the meter is required and assures Marquis that she will send the information to MDSW.
  
  November 22: ****** seeks an update from Shaquita with no response. ****** attempts to contact Genesis twice with no success.
  
  November 27: Marquis issues a rent withholding letter to Hilda. During a conversation with Genesis, she agrees to send the required email to MDSW within an hour but fails to follow through.
  
  November 27: ****** emails Genesis about the situation and inquires about the provided updates on the water bill status.
  
  November 28: Genesis responds, claiming to have called MDSW and stating, "I called MDSW myself sometime last week. They did explain that you will be responsible for the bill until they determine how they will be moving forward with any credits to the account." ****** disputes Genesis' claim, stating that MDSW has no record of her speaking to them.
  Status Update: There have been no additional communications from Genesis. The suggested course of action is for Royal American to send ****** and Marquis a duplicate of the email containing the form sent to MDSW. Additionally, it involves starting a positive dialogue to address both the bill and lease recertification issues. Concerning the 401k, an email was dispatched to Shaquita on November 17, providing the necessary email address for accessing the 401k information from the employer. Please request Shaquita to provide more clarity on the status of receiving the email and furnish an update. Thank you.

  
  Sincerely,
  
  ****** ******

   

  Business response

  12/12/2023

  We appreciate the opportunity to address the concerns raised by Ms. ****** Dilema in her Better Business Bureau complaint. We have carefully reviewed her statements and the provided timeline, and we would like to provide a final response to ensure transparency and resolution.
  
  Lease Recertification Process:
  We acknowledge that the lease recertification process has been a source of frustration for Ms. ****** Dilema, and we apologize for any inconvenience caused. Our aim is to maintain compliance with all regulations we are bound by while also ensuring a smooth process for our residents. We understand that Ms. ****** has provided the necessary information for accessing the 401k information from the employer and we will provide a status update once we have one.
  
  Water Situation:
  Regarding the water situation, we understand the distress caused by the high-water bill and the subsequent communication issues. We acknowledge the delay in resolving the matter and apologize for any inconvenience caused. The corrected email has been resent, and we have received a reference number (**********) confirming the successful delivery of the supporting documents to Miami Dade Water and Sewer. We will continue to monitor the situation and work closely with MDWS to ensure a timely resolution.
  While we await MDWS's determination on the credit, we understand the financial strain this situation may have caused. If the credit is not approved, we will request copies of the last 3 to 4 bills to average them and present to ownership in an effort to find a fair resolution to you.
  
  Next Steps:
  Our commitment is to ensure that Ms. ******'s concerns are addressed promptly and to her satisfaction. To expedite the resolution, we will:
  Request an update on the water bill status and the possibility of a credit to Ms. ******'s account.
  Provide Ms. ****** and her spouse, *** ******, with a duplicate of the email containing the form sent to MDWS for their records.
  Address any outstanding concerns regarding the lease recertification process and provide clarity on the 401k information request.
  
  We understand the importance of clear communication and will continue to make every effort to keep Ms. ****** informed throughout this process. We are committed to resolving these issues in a timely and satisfactory manner.
  Thank you for your attention to this matter. We value our residents and appreciate the opportunity to address and rectify any concerns they may have.

  Customer response

  12/22/2023

  
  Complaint: 20952471
  
  I am rejecting this response due to the presence of an incorrect invoice that was uploaded to the BBB account by Royal American. It has come to our attention that the invoice mistakenly associates apartment 12 instead of apartment 11.
  

  
  Upon discovering this issue, we promptly contacted the water and sewer department to address and rectify the situation. They have informed us that their last interaction with our complex was with Shaquita on December 5. During that conversation, Shaquita requested the correct email address as the documents had been mistakenly sent to the wrong recipient. The water and sewer department provided Shaquita with the correct email address on the same day. However, as of December 15, they have not received any documents.
  
  Furthermore, we have been informed by the water and sewer department that they do not provide reference numbers for documentation confirmation, rendering the reference information invalid. Nevertheless, we believe that the reference number associated with this issue likely corresponds to the call made by Shaquita on December 5.
  
  Unfortunately, due to the absence of proper documentation and the delayed response from our complex, we are now faced with the situation where the full amount is due, and the option for credit is no longer available.
  
  To promptly resolve this matter and reach a mutually agreeable solution, we kindly request that the complex and ourselves arrange a conference. This conference will provide an opportunity for us to discuss the necessary updates regarding payment for the water bill and lease recertification. We firmly believe that engaging in a direct conversation will be instrumental in resolving this issue in a fair and efficient manner.
  
  We kindly ask that you inform us of your earliest availability for the conference so that we can schedule it accordingly. We genuinely appreciate your prompt attention to this matter and eagerly anticipate finding a resolution that is mutually agreeable to all parties involved.
  
  Thank you for your cooperation.
  
  Best regards,
  
  ****** ******
  

  Business response

  01/23/2024

  A request was submitted to the Miami Dade Water and Sewer department for an adjustment to the account on the 27^th of November, please see the attached email. The management office team has been working closely with Miguel from the MDWS department following up the adjustment. It was processed by the department on the 26^th of December and on the 9^th of January an email was received stating the credit adjustment was approved and the rebill may take up to 90 days. However, they yet have the credit amount on the account. The resident was called on the 10^th to inform them of the update on the account, I have also contacted the owner received approval to provide a credit to the resident rent ledger until the MDWS credit is received. If 100% of the credit is received the concession to the rent will be removed and the resident will need to pay the rent balance, if the credit is less than the concession will stay on the account to balance the difference.

  Customer response

  01/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20952471, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

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