ComplaintsforArcan Capital

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was moved into an apartment that was not prepared after being told that it was. I was without hot water for almost 2 days, the tub and carpet is filthy. I reached out to corporate about the fix. However, they are requiring me to leave my apartment for a few days because they have people coming to fix carpet and tub. My issue is that I feel as that they should either take money off of my 1st months rent or provide me a hotel to stay in until my apartment is ready. they declined. please help! This is unfair!

  Business response

  01/12/2024

  We disagree with the assessment of the unit and its condition. We have accommodated this tenant on a transfer and will not be providing a concession as requested. We will continue to make all repairs as required to make the living experience ideal. If this property cannot meet the tenant's needs we are happy to discuss a lease termination. We are also happy to provide a small concession for any misunderstandings or issues upon a transfer.

  Customer response

  01/18/2024

   
  Complaint: 21095793
  
  I am rejecting this response because:
  I want to leave this complex. All of my requests still have not been fulfilled. i have not yet to receive a new ceiling fan in my bedroom that i have been waiting for since Dec 28th. Can we discuss terminating my lease. 
  Sincerely,
  
  ****** *****

  Business response

  01/26/2024

  You are already on notice and we have approved your lease termination. We have done so with no fees. Its becoming clear that most of what you are saying is fabricated. We will not be responding again. We are happy to have you leave as soon as possible. We are sorry we could not serve you. 

  Customer response

  01/26/2024

   
  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

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern I am a resident at your CAPELLA APARTMENTS resident. I have been to the front leasing office multiple times regarding abundant noise complaints coming from a particular person. Also have called police multiple times, this person has no respect for the RIGHT TO QUIET ENJOYMENT COVENANT for APARTMENTS residency. As I have tried to get results the issue is still ongoing. I have pictures and videos of disturbances. I would like to resolve this issue once and for all otherwise I will have no other options but to conduct legal action.

  Business response

  11/10/2023

  Please email ********************************* so that our team can assist you. We cannot control the actions of other residents but there are steps we can take to assist. Contacting the BBB in this instance will not solve this issue or get you a faster response. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No available parking at night , every resident is allowed to have one vehicle. But whats the point of having that in your lease agreement when its not enforced. You are forced to leave your car in parking lots of surrounding businesses or park in handicap spots and risk getting towed. This management company needs to make every resident register their car and provide a decal for every resident. When I moved in the manager told me it wasnt needed . So I know yall are not enforcing it and needs to be a vehicle audit at this property. Then you can start towing all vehicles that are not registered. I have pictures and videos on plenty of trailers and materials that are just sitting there been that way for months. That belongs to residents and not anyone working on the property. I also have pictures of people parked sideways and double parked as well. If I cannot be guaranteed a parking spot on premises then you need to cancel my lease for breach of contract because I will be documenting this every night from now on. Who wants to get off work and literally have to park in the **** club parking lot and walk back to their house. And Im not talking about just being able to park right in front of my building either. Even when you try to park 2-4 buildings down. Its still not anywhere to park. Overnight guess should not get parking privileges, if the ones actually paying rent cant get a spot either. This needs to be addressed asap or waive my fee for breaking my lease. So I can find an apartment complex that actually enforces whats in the lease.

  Business response

  07/13/2023

  We are very sorry for this issue and totally agree that you should be able to park onsite. There are 431 parking spaces available at Haven and that should be enough for all. We will aggressively remove some of these vehicles in accordance with our parking rules. I do not think the BBB is required on this matter. Please email us at ********************************* and we can get more information on the situation and make sure it is addressed. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This fraudulent based property has placed an eviction on my credit report when I was never evicted!! They received the last payment and decided to lie and go to the court system and place this on my credit for 7 years. I am filing a complaint because *** the new girl refuses to give me information and has hung up on me several times now. This information is inaccurate and fraudulent that they have placed on my account and I am requesting a resolution ASAP

  Business response

  03/14/2023

  This eviction is not fraudulent. This is only the filing. You paid rent late and we filed eviction. The eviction was never executed and was removed once you paid. However, data never fully goes away so you can see where eviction was once filed. I have two pieces of advice for you: 1 - if you do not want an eviction on your record then pay your rent on time. 2 - if you want help do not call people and yell and curse them out over the phone. Good luck. 

  Customer response

  03/14/2023

   
  Complaint: 19594334
  
  I am rejecting this response because: This employee is being highly unprofessional and condescending and lacks empathy or compassion. I will be reporting her and not accepting this as a resolution. I will *** her and this property because I know my rights. You cannot *** a tenant who has already moved out and paid all fees including the late fees. See you soon.
  
  Sincerely,
  
  ***** Meadow

  Business response

  03/14/2023

  You paid late and the eviction was dismissed when you paid. We did exactly what we were supposed to. We will not tolerate your aggressive behavior with our staff who is doing the right thing. Good luck with an attorney. 

  Customer response

  03/14/2023

   
  Complaint: 19594334
  
  I am rejecting this response because: It is illegal to file an eviction on a tenant in the **************** without any notice, especially if they have received all of their payments regardless or late or on time. This employee is abusive and highly uneducated, she was not employed at the time.
  
  Sincerely,
  
  ***** Meadow

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am currently on a month to month lease at my apartment complex, owned by Arcan Capital, called ************* in ***** *******, and I was charged a fee for trash being outside my apartment. I have carefully gone over my lease, and there are no such terms where it specifies such a fee can be charged. I approached the office to try to resolve the dispute and the office manager at the apartment complex stated that they sent out a newsletter with the new fee (which is not legally binding, and my lease specifically states that new rules must be agreed upon by both the leasing office and the leasee) and that I would have to pay it. Then, he stated that both, since my lease was month to month, that they could change my lease whenever they wanted without my notice or permission, and then stated that since I was paying month to month, that I was not even on a lease (which is plainly not true, as the terms of the month to month are clearly written in my lease as an extension of my lease agreement). He told me I would have to pay the fee, even after I told him it was not legally enforceable and he then told me to leave the leasing office, as I was living on private property and they could charge me whatever they wanted.I then went to reach out to Arcan capital with this information, and not only did they not answer any of my emails to their resident email, or their contact portal, they do not answer the phone at all at any extension - leaving me completely in the dark.I am unable to not pay the fee along with my rent through the resident portal, and if I don't pay the fee alongside my rent, I am charged a late fee on the 5th of the month.Currently, I have paid the fee and my rent, but I am looking to seek resolution as this is not my first complaint with the office manager and the inability to reach Arcan capital about issues with maintenance and fees.

  Business response

  03/08/2023

  This is incorrect. Trash cannot be left outside of units and fines are permitted to be issued. No resident is allowed to leave trash outside and not property disposed of. The manager responded on our behalf. This situation was handled correctly. 

  Customer response

  03/08/2023

   
  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.

  Prior to your message, I did not see paragraph 19 that states "We may make
  reasonable changes to written rules, effective immediately, if they
  are distributed and applicable to all units in the apartment community and do not change dollar amounts on page 1 of this Lease
  Contract."

  I was left feeling wronged as the leasing office manager repeatedly told me false information, such as "I am not on a lease since I'm month to month" and "He can do whatever he wants because it's private property" that left me with a feeling of disbelief in his statements about the fee.
  

  I appreciate you taking the time to confirm the legality of the fee, as I truly did not believe it was legally enforceable before finding the proper clause in the lease agreement.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I phoned the rental office about extra charges for my monthly rent 11/1/2022. As usual they did not answer phone. I left a message and my call was not returned. I phoned several more times 11/2/2022 and finally a man answered. When I explained the situation, he had no clue and kept putting me on hold. He could not give me a feasible explanation. So I guess they can just randomly add miscellaneous charges to my monthly rent? I phoned Arcan Capital since ******** is one of their properties. They never answer either. I have left several messages. The charge is $81.54 (Water Reimb) plus $4.95 fee. What is this for?? I cant get answers.

  Customer response

  11/04/2022

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

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This apartment scammed me out of renters insurance after sending them proof for months and no response. Upon my move out date which was the 9th which was agreed upon through email. They were closed so I couldn't drop off the keys and my only off day was today the 11th. They proceeded to charge me two extra days after I sent a email. They also changed the rent which was supposed to be about 330 to the full month's price and when I emailed them about that again no response. Their customer service is awful and unprofessional. I also tried to end the lease early because I could no longer afford it and they pretty much kept me hostage and did not answer any emails.

  Business response

  10/13/2022

  We are sorry the cost of the apartments became an issue but that is not a scam. It only means you can no longer afford to live there. If you feel you are owed a refund for renter's insurance you correctly had in place, we are open to providing that. If you would email the *** of the policy to ***************************** we will review and can provide a credit.

  Customer response

  10/13/2022

   
  Complaint: 18198544
  
  I am rejecting this response because:

  I have already sent proof of the renter insurance to you guys through email and tagged it here in this post. Also your response and rude and disrespectful. Feel free to used the money you scammed and place it towards the correct rent amount of $330. 
  
  Sincerely,
  
  ***********************

  Business response

  10/14/2022

  To clarify, you falsely accused us of scamming you. Our denial of the accusation was not rude. If we are in error, we will refund costs associated with overcharging. However, screen shots of a PDF file are not proof of insurance. We abide by fair housing laws and treat all residents equally. We must require the same info from everyone. You are welcome to provide this information so we can make sure you were properly charged. 

  Customer response

  10/16/2022

   
  Complaint: 18198544
  
  I am rejecting this response because:
  

  Only reason I'm responding because your corporate got this matter done correctly. Your responses continue to be rude and disrespectful. You really don't deserve your position. I hope you grow up. 
  Sincerely,
  
  ***********************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  How to get emergency help at *******************************************************. apartments keep flooding ? Cannot get appropriate assistance from management, no reimbursement for lost and damaged items. This place is very unhealthy and infested with mold and insects. My family are in these situations now! Continue Standing Water Flooding, and no response from management.

  Business response

  09/19/2022

  This is not a resident and they are not associated with the property. This complaint is fraudulent and inaccurate.

  Customer response

  09/19/2022

  My Family ******************************* plus are living in these conditions as stated in complaint. 

  Business response

  09/20/2022

  This is not a tenant. This is another fraudulent complaint. 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My air conditioning has been non operational intermittently for an entire month. I have spoken with the on-site manager and more than one member of the corporate management team. During a portion of this time my ceiling fan was also non operational and it was over 85 degrees with several days topping 90 degrees. While a portable unit was offered for a portion of the time we have been without working air conditioning, the capacity of that unit to cool is severely limited and not at all the equivalent to a normal air conditioning unit. Additionally, the corporate representative first assisting left the company leaving me to scramble to find someone else at the corporate level to assist. To date, the air conditioning system is still not operating satisfactorily and a rent concession, although promised, has not been credited to my rent account. This situation violates my tenant rights, as the landlord has far surpassed the allotted reasonable time frame to make repair to the air conditioning system. If the apartment home is equipped with air conditioning the landlord has the responsibility to ensure it remains in working condition, completing repairs in a timely fashion avoiding delays when external temperatures are above 85 degrees for any portion of the day. I would like the landlord, Arcan Capital, to hire a vendor to make the repairs immediately if their onsite team does not have the ability to make the repairs. I would like a rent concession equal to a half months rent.

  Business response

  09/09/2022

  The air conditioning has been fixed. The issues were addressed immediately and professionally. Temporary cooling units were provided due to delays on the part of vendors. We cannot control vendor availability for repairs and all requests were submitted immediately as soon as were notified of the issues. 

  Customer response

  09/09/2022

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

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stay at a property that Arcan Capital owns now, **************************** in **********, *******. They charge a $25 renters insurance fee for residents that do not provide personal renters insurance. I have given them proof that I have renters insurance through ****************** They have been charging me this fee since **** 1 and continue to charge me this fee. They owe me $50 ($25 each for **** and July). I have been to their offices at the complex twice to try to resolve this. The first time, to bring it to their attention and I emailed proof to the email they provided even though I had already given a paper copy before they officially transitioned to owning the complex in May. The second time, I was told, It had to be taken care of on a corporate level and did not even try to help me get the $50 back.

  Business response

  07/27/2022

  This matter was addressed at a corporate level just as we stated on July 20, 2022. A credit was issued this claim is erroneous. 

  Customer response

  07/27/2022

   
  Complaint: 17587149
  
  I am rejecting this response because:
  This was a legit complaint. This is not erroneous. The employee, *****************, did not even care that it took me sending them information three times to get something done. That is not the way to do business. No remorse, no apologies. There is still a 16 dollar renter insurance fee showing up on my account. I sent this originally because I was not getting anywhere when I visited the offices. ***************** finally did call me a week later and did not seem to care to correct the issues that they were having on their end about me having to send them the same information three times so it wouldnt happen again with me or someone else in the future. 
  Sincerely,
  
  *************************

  Business response

  07/27/2022

  I am sorry for the misunderstanding. This complaint was received after the refund was issued. The charges were an error on our part originally but all renter's insurance fees have been credited. Your ledger has a $0 balance as of today. 

  Customer response

  07/28/2022

   
  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. ↩