Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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 in the military and was aware that I was changing duty stations. I first called the office in June and talked to a lady (did not ask her name) who was not the manager. I told her I was planning on moving out on the 20th of July and if I could just renew my lease and present my orders rather than pay the month to month, which was more expensive. She told me no and had an attitude stating that I would need to pay the month to month rate regardless. I agreed to avoid the hassle and asked her if I needed to do anything else and she said no and hung up. I left the country for a few weeks and came back and called the office again in July so see if there was anything else they needed me to do (turn in keys, inspection, etc) and was told that I needed to come sign a paper, so I came in on July 16th to sign it. I received an email stating that I would be charged for 30 days following the day I signed the paper. I called the manager and explained that when I called the first time, I told the employee that I had my military orders and I was leaving on July 20th. She then told me that that wasn’t how they did things and that I had to sign the form to give my official notice. I told her that there was a miscommunication between the employee and myself because I had ample time to give a notice when I called. She told me “well you didn’t talk to me and if you don’t pay, we can sue you if you don’t pay.” I have never been late on a payment for the 3 years and 1 month I have resided in this place. This miscommunication and lack of even trying to figure out what happened was completely unprofessional. I received my military orders 6 months ago, so it would make no sense for me to wait until the 16th when I knew I was trying to vacate on the 20th. They are charging me for an additional 26 days of rent and I called the office back in June and told them I was vacating. I have never had this issue ANYWHERE I have ever rented and it should not be acceptable to be treated like this

  Business Response

  Date: 08/13/2024

  To whom it may concern,
  Previous tenants’ complaint it is that they were told not to turn in a 30-day notice. Every office staff was asked if they spoke to resident at **** ******** ***** and everyone office staff confirmed that they did not speak to the resident on the matter. Office staff (regardless of if they are the property manager or not) are trained on these simple lease questions.
  As stated on page 3 of lease (see page 3 of attachments Section 6 Paragraph 4 ) that “… Management employees are not authorized to accept a verbal notice of non-renewal or termination from the Resident, and the Residents has no right to rely on a management employee’s statement that a verbal notice is acceptable. Residents’ non-renewal or termination notice must be in writing, dated, signed, and specify the move-out date. Resident should confirm Management’s receipt of the notice…. Resident should keep a signed receipt of the non-renewal notice for his personal records in case of any dispute as to whether such notice was given and received….”
  Previous tenants’ argument is that they should not be charged through their 30-day notice. But as seen on Page 4 of attachments residents did not bring in a 30-day notice until 07/16/2024.
  Previous Resident was sent an email on July 22nd, 2024, to confirm that they were no longer in the townhome and that they would not be present for the walkthrough. Previous resident confirmed that they were officially out and that they would not be at the move out inspection walk through.
  Since being a resident (since 05/14/2021) communication was never an issue with the tenant and all communication was properly returned and signed on time. 

  Customer Answer

  Date: 08/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: Regardless of the employee giving me false information, my lease can be terminated at any time per the Military Member Service Act with a copy of my orders. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 08/14/2024

  Previous resident is stating that because of their military orders they will be rejecting to be held responsible for the legal binding contract they signed. 

  While yes active military can terminate their lease at any time there are specific guidelines on how they can terminate their lease. 

  Attached again is the 3rd page of contract signed by previous resident. Under section 7 of "Resident's Early Termination Option" there is a specific paragraph for the proper way to termination your lease if you are military labeled "Military Transfers and Lease Termination". It states as follows "A Resident... who is a service member on active duty or is called to active duty in the regular or reserve component of the U.S. Armed Forces, U.S Coastguard.... shall have the right to end this Apartment Rental Contract early by giving a 30 day written notice, paying all rent due through the notice date, and providing a copy of the official military order or written verification signed by the service member's commanding officer or by providing boase housing orders...." 

  Previous tenant turned in a copy of their Orders on 07/16/2024 when they came into the office to sign the Intent to Vacate form (the first and only written notice of vacating). (I will not be attaching a copy of orders turned in as I do not want to share previous residents personal information, but can do so if needed and allowed).