ComplaintsforWeller Management LLC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently a resident at the club at *********************** which has been managed by weller management, but on their website, it states that Bryten real estate partners is who currently manages them. *** lived at this complex for 3 years now with two roommates and we have experienced a slew of issues, one being the leasing office never answering their phone when we call. I was recently charged a late fee for my renters insurance even though I contacted the office and advised them that we switched to a different renters insurance company and got coverage under a new policy. I finally got a call back from the manager, *******, who advised that she is unable to issue a refund because of a past problem with refunding another resident. She said when they tried refunding the resident, they ended up giving back double the amount they owed. This is not my problem whatsoever! Its extremely unprofessional and pathetic to not have at least one person available to answer the phone throughout the day, and then refuse to issue a refund because of their past s**** **** She mentioned no policy or anywhere in our contract that states refunds for incorrect charges are not allowed. We all work, and we dont have the time to go up to the office for simple things that can be resolved over the phone. I escaped this to ******, and *** tried calling and filling out contact forms on their website because of the horrible customer service only for them to not answer me! Ive been trying for the past two weeks to get into contact with a superior and have not gotten any follow up emails or call backs.The whole reason I escalated the issue to them was because I thought their would be a quick resolution but apparently resident complaints arent important enough for them to take action. I need someone to contact me back ASAP!

  Business response

  05/20/2024

  Thank you for reaching out,*****. Yes, Bryten is the management company responsible for managing the Club at ************. Being as we are a smaller community, from time-to-time office hours may adjust accordingly. However, we never let calls/emails go unanswered.The property manager returned the call and advised that the credit was applied to the account. The credit of $100 has been on the account ledger for the household since May 4th, 2024; it can be applied towards future rents. Thank you for your residency with us, we hope that this answers any concerns you may have. Dont hesitate to reach out for anything further regarding this specific matter: ***************************  

  Customer response

  05/21/2024

   
  Complaint: 21710661
  
  I am rejecting this response because:
  Ive not been given or shown a policy or something in writing stating refunds are not allowed. 
  Sincerely,
  
  *******************

  Business response

  05/28/2024

  We appreciate your response and would like to inform you that your refund was processed. You have a credit on your account to use towards your next month's rent. Should you have any further questions or concerns, please feel free to reach out to the site staff directly. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am living at the Villages of *************************** apartments in ******. Between May 3rd and may 4th, the ** in the apartment stop working last night. I began to send emails, texts and called their emergency number listed on the paperwork since early today. No one from the administration or maintenance have been courteous to return the emails, texts or messages all day long. We even knocked and ring the bell of the manager and maintenance doors and no one responded. Finally my wife knocked so hard and pressed the door ringer of the managers door until she opened. Then she has the audacity of saying that I have been calling the wrong emergency number and that the ** not working is not an emergency. The darn apartment is over 100 degrees right now and is not an emergencyI am sure that if her ** stop working they will fix it right away. I cant wait to leave this darn place. We have good neighbors but the administration *****. The main company is Weller Management. If someone knows any of their executives let them know that their administration here *****

  Business response

  05/09/2024

  Dear Resident,
  
  
  In response to the Better Business Bureau complaint, you filed regarding your experience with our administration, I want to sincerely apologize for any inconvenience or frustration you may have experienced.
  
  After conducting a thorough investigation into the matter, I am pleased to confirm that your HVAC issue was indeed addressed promptly within the same day, and you were able to get in touch with our after-hours maintenance team for assistance. Your comfort and satisfaction are of utmost importance to us.
  
  Your feedback is invaluable to us as it allows us to identify areas for improvement in our processes and services. Rest assured that we take your concerns seriously and are committed to making the necessary changes to ensure that we continue to provide exceptional resident support and prompt service to all our residents.
  
  Once again, I apologize for any inconvenience you may have experienced, and I appreciate your patience and understanding as we strive to rectify the situation and enhance your experience with us.
  
  If you have any further questions or concerns, please do not hesitate to reach out to me directly. Your satisfaction is our top priority, and we are here to assist you in any way we can.
  
  Thank you for bringing this matter to our attention, and we look forward to serving you better in the future.
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The ******* Apartment in ************** **. Presents this issues:Lack of safety and security on premises. Contractors physically threatened myself, a disabled person. Severe insects and rodents infestation. ********* signed under coercion. Vehicles vandalized and stolen objects from apartments. My vehicle was improperly towed from the premises even when all documentation was provided. Late fee charged on retaliation. Rodents by A/C devices destroying filters. Water leaking on electrical installation. Contacting local TV and radio stations More proofs as photos and videos on file to be provided upon request

  Business response

  05/01/2024

   

  Dear *****, 
  
   We appreciate your time and patience in allowing us to have completed the areas of concern for your home. We look forward to a much better working relationship moving forward!  
  
  We take great pride in being the appointed management firm hired to help with the overall needs of our community and Resident dwellings. We will continue to do all that we can to provide excellent customer service on our end and continue to work with you through any further issues, together.  Please see the pictures of the items completed as well as a list of your concerns completed below.

  Apartment Work Order Completion:
  Paint bedroom ceiling corner. completed 3/26/24.
  New door sweep & 3/8 foam around the door. completed 3/26/24
  Pest control for vermin & bugs - Ongoing treatment bi-weekly
  New Screens on windows completed 3/26/24
  Replace the kitchen light fixture lens. completed 3/26/24
  Seal off any cracks & holes in air handler closet. completed 3/26/24
  Seal the exterior of windows seals. completed 3/26/24
  Remove all invasive plants in patio. completed 3/28/24
  GFI in kitchen not functioning. completed 3/26/24
  Smoke detector hanging from the wall. completed 3/26/24
  Calling Beacon for sliding door sealing Completed 3/27/24
  Damaged water heater Replaced late 2022
  Water leakage from light fixture Leak in 2022; replacing kitchen lens completed 3/26/24 .
  Refrigerator damaged Repaired late 2022

  Kindest regards,

  ***********************; Community Manager

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello there! I hope this message finds you well. I am in a curious situation with one of your properties Forest Lake Apartments in ***** **. I am a current resident and have been for a year and a half now. I renewed my lease for the 2024-2025 year unknowing that I would be unable to break it without having to sublease. As this has been said to me multiple times over communication with staff. Subleasing is your only option. I as of February no longer live at this property and have fully relocated to ******** with my significant other but I am still on the lease as I cannot find anyone to sublease my apartment. I have read my lease and cannot find anywhere where subleasing is my only option or any other policy that other apartments typically use such as pay $300 to break your lease something along those lines. I feel backed into a corner by your property and I feel other options are appropriate for this situation. If you guys can give me some guidance on if this I would appreciate it. Im feeling really stuck and I cannot afford two rents with where I moved too. Thank you and have a good day!

  Business response

  03/27/2024

  Hi *******!
  We recommend you sublease as that is the best way to be removed from the lease. The lease itself does not discuss subleasing as the only option, rather the lease does not list a way to break the lease and holds you responsible for the entire term of the agreement. We offer subleasing as a way to leave the contract early. It tends to be mutually beneficial as contracts that do include lease break options also have a fee equal to 2 months rent or you are responsible for rent until the apartment is filled. With our subleasing option, the fee is 85% of one months rent with the condition you find someone to fulfill the rest of the contract. If you do not want to continue to look for a sublease you can return keys and we will add your apartment on our availability. You will be responsible for the rent until we find a replacement and would still owe the sublease fee.

  
  Subleasing gives you more control of the situation since the day you complete the sublease, you are released from the lease and will own no further rent. Additionally, you are able to offer the room at your current rate which is less than apartments leased directly through the office for the same floor plan. If you return the keys to us, we will not know how much longer you will be responsible for the rent as it is dependent on when we have someone come in looking for your floorplan.

  
  Feel free to contact our office with any additional questions! 
  

  
  

  Customer response

  03/27/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon moving in the property I noticed that the maintenance personnel was still in the unit. The back bathroom to exact. Once I settled in I notice the tubs were painted over. Old hair around the tub painted over. The walls chipped. The dishwasher filthy in the corners. The dryer? The lent from the previous owners still caught in the net. On and on.. the backyard filled with dog crap! ***** months of it the grass has been pooped in so much the yard isnt even appropriate for a leasing property. Staying in this property I experienced loud noise during the nights I mean the tenants are so bad at getting a goods night rest because they are all so young. Know what that means right ? They get people in and out all the time and honestly I know why its poor maintenance as well as installation. The baby roaches are terrible here omgosh! Seriously just go and see for yourself. DONT LEASE HERE! Now Im being harassed because I demand what was advertised to me its ridiculous I definitely was bamboozeld into thinking I had a long term home.

  Business response

  03/06/2024

  We appreciate you taking the time to let us know how we are doing. We have reviewed our records for service requests and pest control services. We feel that we met your requested concerns regarding maintenance issues and pest control. At this time, we are not able to adjust any of your accounting.  Again, we do appreciate you taking the time to reach out to let us know your concerns. Should you have any further concerns regarding the issues you mentioned, please feel free to reach out to the site staff. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to a design issue in a new property the maintenance was unable to keep HVAC running in apartment. This was our part time home and we were told to clean return drain every time it shut off because every piece of dust would clog the ***** This was happening every few days so we decided to try boarding dogs. That was no help. Due to ******* humidity having no ac is a huge issue and we returned to the apartment to find mold on belongings. We asked to be released from lease, management refused. We were told that maybe we shouldnt bring the dog with us, maintenance would clean the drain once a month saying that it was not their problem that we werent there full time. Cleaning was having to be done by us several times a week when dog wasnt there. The property had no solution to this problem but refused to release us without penalty. I received a phone call from an irate debt collector yesterday saying that we owed over $10,000. I would like to have this resolved before filing suit and incurring any more expenses. We paid a small fortune in deposits, fees and pet deposits not to mention furnishing a place that we were only able to use for a few months. We own a home and know this is not a normal housekeeping issue. Changing a filter is reasonable-cleaning out drains every few days is disgusting and unacceptable. I have photos and videos to show the issue and maintenance men both said this was a design error that couldnt be corrected unless management company was willing to spend a lot of money which wasnt going to happen (their words-not mine). I will submit photos that they said were from our apartment and our pure white dog that they said was the problem. We were in ** when they supposedly came in to take these and obviously this was not our apartment. Any fur would be pure white and maintenance wouldve mentioned it during one of their several visits. I am requesting that any balance due be removed from my account and further collections immediately stopped.

  Business response

  02/14/2024

  We appreciate you taking the time to let us know how we are doing. We have reviewed our records for service requests in your apartment home during your contracted stay. We feel that we met your requested concerns and we are not able to adjust any of your final accounting at this time. Again, we do appreciate you taking the time to reach out to let us know your concerns. Should you have any further concerns, please feel free to reach out to the site staff. 

  Customer response

  02/14/2024

   
  Complaint: 21277294
  
  I am rejecting this response because:
  This company didnt resolve our issue. Yes, they came out 3 times but maintenance told me it would be an ongoing issue and there was nothing that could be done permanently without the company spending a lot of money because it was a design issue. I was expected to clean drains on an ac unit every few days if I wanted hvac unit to function at all. This was not an acceptable solution so we were forced to move out of our apartment due to no fault of our own. 
  Sincerely,
  
  *******************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have not had heat in our apartment for over 9 months!!! I have made repeated attempts to submit service requests, calls, emails, texts to the property manager, maintenance manager, properly mangerment company, the Executive VP of Weller and every request for service has gone ignored. They just refuse to fix my heat! These slum lords are banking because the rent is not cheap in these crappy a** apartment and I have paid on time every single month to have properly working heat and not freeze! They are responsible for fixing these things in a timely manner and 9 months is not timely. They dont fix anything or respond to requests for service, yet they expect your rent on time. I have been advised to withhold rent and put in an escrow account until it is fixed. Thats not what I want. I just need my heat fixed.

  Business response

  12/20/2023

  We appreciate your attention to this matter and letting us know what we need to address. This issue has been resolved and the **** system has been replaced. Should you have any further issues or concerns please feel free to reach out to the onsite staff. Have a wonderful day.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since this management company took over my unit I have had to chase and follow up for every repair. The initial issue was a hole in the ceiling from a leak from the above unit. Took them nearly 7 months to come and seal and paint, which was a half a** job. Then the fridge leaked and freezer would break for close to 9 months of a 12 month lease. Thus cost me over 350 in ice over this period, then they decided ti finally replace. Now a fan issue reported on Oct 1st still not fixed and broken sink seee pics for over 2 weeks. Pictures and urgency of the repair was mentioned, no sink dishwasher or garbage disposal for now over 10 days 2 weekends and over 5 calls? This is not luxury living and if I have rent again I will beware of this management company. Check their reviews, 1.9 review. That's terrible if you can even pull 50%!!! I'm repulsed by the way I have been treated and made to feel like a pain in their a** when I follow up. Also, save your rebuttal, I already read all the others. Try getting off your a** and out of your office and visit these communities and I guarantee this is a common complaint!!!

  Business response

  11/01/2023

  Hello ****,

  I am *****************************, the Property Manager - per all work orders and speaking with my supervisor all work has been completed, he says each time there was a report of any issues they were completed in a timely received.

  The reason for the kitchen sink clogged is due to finding food impacted in the pipe and that is why it got clogged. As to the fridge we repaired it as protocol and on some findings the handle was broken so finally, we did replace it for you after few more issues. 

  In the future if there are any issues in your apartment, please feel free to reach out to me and I will be happy to go to your -apartment and do a walk through, my contact information is ************.

  Thank you,

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue 1) I asked for lease renewal 3 months (06-16-23) before my lease expires. I never received my lease. My lease is ending on 09-16-23. My apartment is trying to charge me month-to-month rates. I wasn't able to meet with the property manager **********************. Issue 2) Bugs have been an issue for some time and the apartment complexes response has not been appropriate.04-14-23 -> After already complaining with Osprey about bugs, ******* said they would do a more involved spray and I would be charged for the extra measures.05-05-> Asked for an update since Osprey never reached back out to me. Was given some excuse that the "good" past control guy just came back from vacation. Note from pest company claimed my house was some version of "unclean," but failed to detail what was unclean. Told ******* that I would seek legal action if pest problem continued. My rights were dismissed as she said "oh, that wouldn't help anything." ******* said she would inspect my apartment next pest control, 05-11.05-11-> No pest control.05-18-> Discovered mold growing in closet closest to A/C unit. Water was gathering under carpet. Base boards had water damage. Contacted Osprey about issue.05-19-> Maintenance inspected closet. Someone would come Monday, *****.Requested time off from work for Monday, *****, to ensure issue was fixed in apartment.*****-> Did not go to work. Was texted at 1:31pm that cleaners would come next day early morning (05-23).05-23-> 9:40am Carpet cleaner gave instructions (2days dehumidifying). He also said he was on property previous day, but was not notified by Osprey about my issue.05-23-> 10:30am Complained to leasing office about lack of lawn care in my backyard (consistant problem), pest control not working, and carpet cleaner issue. ******* said she would inspect my apartment that Thursday, *****. Asked why not on the 11th. "The right guy didn't show/called out." I was never notified.*****-> No show. 06-08-> Leasing came unannounced.

  Business response

  10/06/2023

  We appreciate you letting us know that pest control was needed in your home. We do service units quarterly each year and offer residents to be placed on the weekly pest control list for servicing if they need additional attention. Since we have had pest control come and service your unit, please feel free to let the office staff know if you need additional services again. We appreciate that you advised the office of a water leak, and we were able to place the proper equipment in your home to resolve this issue.As we continue to provide excellent service to our residents, we cant thank you enough for your feedback regarding our everchanging landscaping as we work to make the property a more beautiful place to live. Should you have any further concerns, please reach out to the property staff.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning,Weller management I am a 17 year military veteran who came to your property thinking I would have a safe, habitable, and convenient home. Since June 8th when I stepped foot in this apartment I have had nothing but trouble. I went a week without laundry because it took that long to replace it, I had to fix my own garbage disposal, I had a broken dishwasher, the carpet looked old, the blinds were missing its fixtures, and then we must expound on the bug and noise problem. Mind you all this was discovered the first 2 weeks of living here and I spoke to the office about it. The bug problem of ants and roaches blew me away. I came to the office to report it and the staff stated that there were no bugs initially and that I must've brought them (though transferring from another unit in azalea). The roaches are not only in the kitchen but in rooms and bathrooms. That is a sign of prior infestation due to time frame I have been there. I also have very noisy neighbors who let there child run all day everyday. I came to the office with audio and the staff told me I needed to be patient. I work night shift and work with patients. Their safety would be in jeopardy if I am not well rested. I asked to break my lease due to the many problems and was told I had to pay **** multiple time as if it were a way to make me be quiet and settle. I paid and reached out to higher management at Weller Management and then the staff treated me poorly. I dont think I deserved any of this and yes I have proof of the staff yelling at me. I am still awaiting both deposits (unit **** and ****). I do feel cheated having to pay to break my lease under the circumstances and request I'm refunded. I will advise veterans, dod contractors, and anyone to not get set up like this at azalea or weller management properties.

  Business response

  08/10/2023

  As we strive for excellent service to our residents, we are saddened that it is being brought forth in this fashion. We appreciate that you have let us know about the maintenance issues you had in your unit after the transfer and a year of residing with us.  We will work to address these issues with the staff to ensure they are resolving reported maintenance issues in a timely manner. We understand that the appearance to your home is important to you. Progress was in place with a replacement fridge and placement on pest control once it was brought to the attention of the staff that you needed treatment. When we receive a noise complaint, we do act, and had been regularly in contact with the resident to resolve the matter; however this is apartment living and some amount of noise is to be expected. We take noise complaints very seriously as we want all residents to enjoy their quality of peace. We understand that you broke the lease, and we do offer the option with a lease break penalty fee.  This is so that in the event a resident needs to break the lease due to relocation or any other reason, they will have a way out. At this time, we feel that we addressed the concerns that were brought to our attention prior to the breaking of the lease agreement. We appreciate you reaching out to let us know your concerns; however, we are not able to waive the termination fee. 

  Customer response

  08/10/2023

   
  Complaint: 20416709
  
  Good Afternoon,

  I am rejecting this response due to ongoing matters. Though being yelled at by the property manager, being told I was unprofessional for writing upper management (she stated I wrote the company unprofessional emails and that I will respect her as witnessed by person with me) and being subjected to poor living conditions. I find myself being the responsible and professional person in this matter. On August 1st I submitted payment for the lease break, I signed to leave premises August 4th, and vacated premises August 4th. August 7th the money reversed and sent back to my account, I do not know the nature but money is in my account. I reached out August 7th explaining and asking for a link to pay if this was an error (as per picture of text) and received response that they were looking into it. August 9th text message and email sent (from the Azalea staff) stating I owed $2495.00 (my rent amount). I then sent a message asking "Confirming this is all I have left owed" and the staff then sent me "Yes this Correct". I was then sent a message "sorry this message wasn't for you" and have yet to pay due to no knowledge of what to pay or a response. The lease termination fee was $4636.00 but the staff sent a link for another amount. I am up to date on all of my rent so the amount of $2495.00 makes no sense. As stated in emails before coming to BBB for mediated business transactions this is unprofessional and I feel as if I am being cheated. I have yet to receive my deposit from the apartment I moved from in June ***** ****) and now for unit **** and would like to know when I would receive those. The prices for the pool bands as shown in text message are made up prices and I hope that is not how Weller Management does business. Telling me "you take the amount that it cost to replace item and pass it to me" and then say you don't have a listing or reason for rubber wrist bands costing 25 dollars is not right. You have yet to explain or justify why the apartment came with roaches, ants, and defective equipment. There was no push to get another fridge, I contacted higher management of Weller Management (July 26th) and heard nothing about the plans to correct it and before contacting the company I was told the damage on fridge was acceptable. The roaches and ants were not being treated effectively, the pest company came twice in the matter of 2 months and there was no improvement. The roaches were seen in the kitchen, living room, and bedrooms and I have a picture attached for proof. I need resolutions to the matters at hand. I am being responsible and professional and trying to figure out things that are not my job. I have been out of the apartment since August 4th and yet still dealing with issues. I feel as if I am still being cheated and that all of these problems should not be happening even after leaving the complex.

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

  Business response

  08/18/2023

  At this time, we feel that we addressed the concerns that were brought to our attention prior to the breaking of the lease agreement. We appreciate you reaching out to let us know your concerns; however, we are not able to waive the termination fee. Once you receive the final account statement, feel free to ************************** site team for explanation if needed. 

*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. ↩