ComplaintsforLauder Management

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was displaced due to the second fire in less than a year in my apartment building owned by Lauder Management on Jan. 12, 2024. I had renewed my lease one month prior to the fire. Utilities had previously been included in my rent, but when I renewed my lease, I agreed to pay an additional $40 per month for utilities. I noted on each of my rent payments that $40 was designated for utilities. When I was informed that there was no time frame for returning to my apartment, I rented another apartment. The manager at Lauder Management told both me and my current landlord that I would receive my full $300 deposit and that was even calculated in my new lease. I received notice from *****************************, the manager that payment for my deposit and a rent refund for the 13 days that I was unhoused had been mailed on Feb. 12, 2024. My rent was $715 and my deposit was $300. I received a check for $189. ******************** has declined my calls to even discuss the matter. I am a 66 year old retiree and an ***** Housing client living on a fixed income, this has caused a grave problem for me. I have been advised by legal aid that I am entitled to a minimum of $373 and ******************** has been unwilling to talk to me or to resolve my issue.

  Customer response

  04/23/2024

  Hello, 
  I filed a complaint against my former landlord, Lauder Management in Feb. 2024. The complaint number is ********. I was contacted by the landlord and my issue has been resolved, I was paid the balance that was due me. I was instructed by the BBB operator to notify you via email so it could be reported as resolved. 
  Respectfully, 
  **************************;
  ************ 
  

  
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was searching for a place to live. I came across this business. I was talking with one gal who worked there (not sure if she still does) who said they had an apartment that would be moving on Halloween. Trying to get ahold of these people is impossible. Every couple of days or so I would email to see what the status was. The first gal told me the apartment was $675 a month. Which was great. Nothing was ever mentioned about utilities. Then this new lady ***************************** . Got involved and changed the rent , it was 745 plus all utilities. I specifically asked both ladies what would the total move in amount would be. The first gal was very kind she broke it down to $1,117. Which I was able to get from a work foundation I had put in $530 cash cause there website was down. Then I get a message from ****** saying I was over a thousand dollars short. She was very pushy and rude. I thought I was only going to be $171 dollars short. So we made an arrangement to get that paid off on the 8th. Then couldnt get her to answer any of my questions. She just flat out ignored me until I told her she was rude. Then I get three nasty emails saying the she wouldnt rent to me. I did sign the lease but I didnt move in. I went in looked around and left. There is no cleaning that had to be done. Nothing everything as it was. Then because of the lies that she told her supervisor She is with holding my $1,647 and says ** not getting my refund back. The lead was legally binding. Ok But I never moved in. Anyone can put whatever date on whatever doesnt make it happen right then and there. She is the one that terminated the lease not me. Therefore I derserve and demand a FULL REFUND and an apology from Nalnani.

  Business response

  12/28/2023

  First, regarding the rate - **************** first contacted us through an online listing site on 7/20/2023. She submitted a rental application on 9/27/2023. She received her official approval on 11/27/2023, and her lease start date was on. The quoted rent on Ms. ******* application, which she acknowledged and signed off on over 2 months before her lease start date, was $745. While it is possible that between 7/20/2023 (over 4 months before her lease start date) and 9/27/2023 (over 2 months before her lease start date) one of our leasing consultants may have verbally quoted her a different price initially,it is a fact that at the time she filled out her application, she was aware of the lease rate of $745. Furthermore, if she was unhappy with the price, she had 2 months in between submitting her application and signing her lease when she could have chosen to move somewhere else. Instead she waited patiently for an availability at our property to move in at a rate of $745.
  
  Second, regarding the request for a refund **************** was screened during the application process and was approved based on having sufficient income to afford the monthly rental. As I mentioned, she had over 2 months between her application and signing her lease to change her mind. She received an approval email outlining her move-in charges and lease terms on 11/27/2023 (lease start date of 11/28/2023). She responded to the email and requested to delay payment of $171 out of the move-in charges until 12/8/2023. The assistant manager responded and accepted her request. **************** then replied and confirmed that she accepted the terms, was ready to move forward, and was setting up her online resident portal. Following her acknowledgement, the assistant manager sent the lease agreement via electronic signature. *************** and I both signed the lease on 11/27/2023. On 11/28/2023, *************** brought a check for $1,117 for her security deposit. There was technical difficulty with the online rental portal, so she paid a portion of her $700 pet deposit with cash. She indicated she would pay the remaining balance of the pet deposit along with the rent soon. She then took the keys and left to move in to the apartment.
  
  Just to summarize, as of 2:00pm on 11/28/2023, **************** has applied for the apartment, waited 2 months, accepted the outlined terms,signed a lease, paid a security deposit, had a move-in appointment where she received the keys and some property orientation materials, and left to go move into the apartment. All elements of the contract have been met, and Ms ******* tenancy at the property has officially begun.
  
  Then, the assistant manager followed up that afternoon to inform *************** that the technical issue with the portal should be resolved,so she could now make the payment for the balance of her move-in charges. *************** replied by saying she wouldnt have the money until the end of the month, she thought the deposit amount was the total amount due, she cant get anymore money, and we can just have the keys back. The manager replied letting her know that we already have a legally binding agreement in place, and tried to work out a timeline for when she could pay the balance later in the month. *************** replied that she wont have the money until the end of December and reiterated she couldnt move forward. A direct quote from Ms ******* email: I guess I am just going to have to eat the lease. Theres nothing else I can do. You do what you need to do. ****** learned. I instructed my manager to let her know if she wanted to surrender the apartment to mitigate the damages, to just leave the keys on the counter so we can take back possession. Ms ******* reply: I understand. The keys will be there first thing in the morning. Just to clarify no money will be returned correct. Im sorry to have to do this. **************** left the keys in the apartment, and we took possession of the unit on 11/29/2023
  
  The following day, *************** requested to talk to the general manager, me, and seemed upset. In a verbal conversation with the manager, she now disputed the facts of the situation, and wanted her deposit back. On 12/1/2023, the manager responded to her in writing, reminding her she was responsible for the entire lease contract, and offered her to terminate any further obligation in exchange for forfeiting her deposit. *************** sent back an email on 12/3/2023, personally attacking the manager and myself. Apparently this was after she submitted this complaint to BBB on 12/2/2023.
  
  I have no interest in passing judgement on *************** personally or speculating about what led to the wild turn of events between 11/27/2023 and 12/1/2023, but the facts are plainly laid out, in writing. She entered in to,and executed, a legally binding contract. There was an offer, an agreement, consideration,and an exchange of service. There is a point of no return in any transaction,and *************** clearly passed it.
  
  Ive attached emails and documents that support the facts and timeline *** laid out in my response.

  Customer response

  01/04/2024

   
  Complaint: 20947410
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  01/04/2024

  There was no deal made. I was told that before the actual showing of said apartment I had to sign the lease before I could come view the apartment. Napa I bullied me into signing the lease. I am not sure what tangent **** is going off on but his defense is not accurate. If he cant deal with his employees then maybe he should find some other line of work. I told ****** what the previous manager said. She wouldnt listen or even to acknowledge a response. I was suppose to start the lease but then was notified that I was 800+ dollars short by ******. Im sorry if the employees dont know how to do the math but really not my problem. I had the keys all of maybe thirty minutes. There was nothing moved in to the apartment or taken out, no damage to said apartment no cleaning nothing had to be done. Everything was where it was left other than the keys and parking pass. When you have been bullied like this company did, why would anyone want to live there? I did the calling I did the constant back and forth. When you need to get ahold of management it is impossible. Try getting maintenance out to fix the property. Forget it. They are slum lords. They do not take pride of the property at all. They bully people I. Order to steal there hard earned money then use the lease as a contract to trap people. This business should be out of business. The contract should be voided and full refund sent back to myself. I will put the $1117.50 back into my work for caring hands to help other employees strive for a better life. This whole thing should have never been drug out this far. This is a bogus place to live. I didnt leave to move in that night. I will never ever rent from this company or its affiliates. I will detour anyone who plans on living there from renting from them. The contract should be voided due to the coerced from Nalani and false information given by this company. I use that word loosely. 

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