Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  By late June, I realized the Pointe at Suwanee Station never sent my renewal. I started asking for it because I was contractually obligated to provide my notice on July 12th. I emailed them on July 2nd regarding my renewal & was told I would get it that day. I did not receive it that day. I emailed them again July 3rd with the leasing language that states they were supposed to send my renewal at least 15 days before my 60day notice is due. They did not respond to my email. So I called and they told me the director was away & she was the only one who could send a renewal. Since they couldn't send my renewal during the proper time frame, I was told I could turn in my renewal notice when I can because they violated my lease. I finally got my renewal July 11, 2023, a day before my 60day notice was due. I got my ************ was +$300 more then what I was currently paying. I figured I should just transfer the 2bd2ba since it was the same price. The whole transfer process was unorganized & lacked key details needed for my move. I found a unit I wanted, but I never got anything in writing as to what I needed to pay at move in. I spoke with so many people, but none of them offered me a quote, an invoice, a lease or anything with my breakdown for the price. I was supposed to move in July 27th. It wasnt until I called the day before my move in bc they never posted my transfer fee bill to my account that I got my breakdown with extra ************ attached. When I told them we never discussed this, they told me it should have been obvious. As if I, the resident, had access to that information. *** had to call, email, show up, & hold them accountable after not following through with the promises they made. Now, theyre charging me a $1600 late fee after the director said I could turn in my notice whenever after they breached my lease and the transfer didnt go through. Ive been emailing them for the last two weeks trying to resolve the matter but theyve been ignoring me.

  Business response

  10/09/2023

  **************** was a resident from January 13, 2020 to September 12, 2023.  When a resident is moving within the same community, they are only required to provide a 30-day notice.  When the resident is choosing to move out of the community entirely, they are required to provide a 60-day notice, which is outlined in the lease contract.   **************** was planning to transfer to another apartment at the same community at the end of her lease.  She provided notice to transfer on August 16, 2023.  **************** was provided the welcome letter, transfer fees, and everything that was owed when she agreed to transfer.   When she elected not to transfer to another apartment at the community, she became responsible for owing the full sixty-day notice.  

  **************** referenced that the apartment is legally obligated to provide a renewal to her seventy-five days prior to the expiration of her lease.  **************** is incorrect in this statement.  We often provide plenty of notice to our residents regarding their renewal, but it is done so as a courtesy and not out of legal obligation. 

  The fee that **************** was charged was not a late fee as she referenced in her complaint.  She was charged for the remainder of her sixty-day notice, which she is obligated to provide per her lease agreement.   A copy of her move out statement has been attached. 

   

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived here for about a year. I moved out spring of 2022. I paid my overdue amount to Rhino the day I received my invoice, as is documented. However, I was sent to collections anyway for not paying. This has caused a ding on my credit score. As a young person, a few points on your credit makes all the difference.Despite ample documentation, reaching out multiple times to collections (who refused to close the issue despite evidence of payment on time), then the Pointe at Suwanee Station, and even Rhino (who confirmed I paid on time), the issue still has not been resolved as of April. No amount of phone calls and emails or politely asking has worked. It has been almost a year. I will be attaching proof of the collections remaining on my account, the original dated invoice, a receipt proving I paid it on time, a dated confirmation email from Rhino showing I paid off my balance. Bottom Line: I paid a bill, they sent me to collections, it has hurt my credit score for over 6 months, and there has been no attempt to fix the issue, despite assurances ON MULTIPLE OCCASSIONS from management that the issue would be fixed quickly.

  Business response

  04/25/2023

  Our management team has been communicating with **************** regarding this matter since December of 2022.  We have emailed *************** Systems a copy of the paid receipt for this debt and asked that they report it as paid to the credit bureaus.  This communication with *************** Systems transpired in December of 2022 as well.  **************** was given a copy of the emails and communication that was provided to the collection agency to help him clear up anything that was not reporting correctly.  We do not have the ability to apply or remove anything from someone's credit report.  It is all reported through a collection agency.  We are glad to assist **************** with whatever he still needs help with in clearing this up but at this point we have provided both **************** and *************** Systems everything needed in order to clear up any inaccuracies on his credit report. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the application process (3 months ago) we were informed what apartment unit to put a down payment on that had features we asked for (specifically, an enclosed sunroom). Two months of conversations about seeing the unit were minimal at best at giving us updates about the unit. Our original move-in date set by the apartment complex was June 1st; however we requested June 14th because we could not get out of our current lease until that date. We scheduled an appointment a month ago to tour the apartment on June 3 which we were told would not be a problem. Then on June 3rd we were told the renovation wasnt done and that it may not be viewed until the day of or the day before were supposed to move in on June 14th. On June 13th we were allowed to see the unit, a room that was supposed to be enclosed per the conversation of the rental with the office employee was now a balcony. The employee was also late to our viewing seemingly on purpose because once the viewing was done we were informed the manager was gone and no way to talk to them before our move-in date. Increasingly shady behavior as in avoiding answers and not willing to have discussions with management up until today and upon telling them we were not moving in they showed no surprise as to the reason which shows they were aware of the issues without telling us. We were backed into a corner to sign the lease to an apartment we did not originally agree to given that they didnt allow us to see that apartment until we already non-renewed our current lease and had to be out the next day and had already paid for movers. Wed like our deposit back ($400) that we paid to the complex for the unit the salesperson sold us on. Since they did not give us the product we asked for, nor did they allow us adequate time to view the apartment to confirm what we verbally discussed was in fact what they were able to deliver.

  Business response

  07/05/2022

  ************************* was unsatisfied with our cancellation policy and requested a refund of $400.00.  We are honoring the request for the refund of $400.00 and have reached out to ************************* to advise of this decision. 

  Customer response

  07/11/2022

   
  Complaint: 17424250
  
  I am rejecting this response because: there has been no payments refunded to myself or my spouse in any form. 
  
  Sincerely,
  
  *************************

  Business response

  07/13/2022

  We processed the refund on 7/2/2022 and the check was cut on 7/7.   We informed ****** and ******* about the refund on 7/01 at 4:30 pm. We are requesting that this item be closed.  The check number is #**** in the amount of $400.00

   

  Thank you

  ****** Jolie 

  Customer response

  07/14/2022

   
  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,
  
  *************************

*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. ↩