ComplaintsforMac Properties

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  - 05/27/2024: A $450 admin fee was charged for Unit N0806, ************, which ******************* did not move into or sign any documents for; he only toured the property.- Automatic Payment Issue: The $450 charge was processed through ******'s auto payment, and he reported this issue to MAC Properties for two weeks without resolution.- Communication Attempts: ****** went back and forth with MAC Properties to get the credits for the wrongful charge but was ignored.- Bank Involvement: ****** contacted his bank to cancel the charge due to the lack of response from MAC Properties.- Accounting Errors: MAC Properties' accounting department made several errors, resulting in multiple accounting issues related to the $450 charge, including giving and then removing credits.-Current Charges: ****** is currently being wrongfully charged $925 - $450 = $475 - $425 + $25 = $25 . The other charges listed are incorrect and a result of previous payments and accounting mistakes. -What to do: I want MAC to pay and cover the$25 in transaction fee for the wrongly charge they made of $450.

  

  Business response

  07/09/2024

  Dear ******,

  Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience you have experienced. We take all feedback seriously and aim to resolve any issues promptly and fairly.

  As of 6/28/2024, our accounting team is processing the credit for the remaining $25 charge. We will ensure that your account is adjusted accurately and that no further incorrect charges are applied.

  Our priority is to ensure that this issue is resolved to your satisfaction. If you have any further questions or need additional assistance, please do not hesitate to contact us directly at ************ or **************************.
  

  Thank you for your patience and understanding.
  

  Sincerely,

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the 2nd month in a row that I have been overbilled on utilities by Mac Properties. I pay my utility bill $100 each month and I received a second bill for the month of March (about $155) which I was told was for electricity that apparently is not covered by my $100. Mac Properties charges $100 each month solely for water and garbage pick up for each unit. Anyhow, I was charged an additional $60 late fee on the $150 and now -voila- I just received this again. So apparently, my tiny 700 sq foot apartment is being charged almost $300 PER MONTH in UTILITIES BY MAC. I uploaded a screenshot which does indeed show a triple billing for this month. I am seeking for Mac to refund the x2 $60 late fees on because a 33% late charge is usury and should be illegal. Note that I pay all of my rent and utilities on time, every month, including this month, but *** wants close to $300 for June.By the way, I just signed a new lease. Mac Properties increased my rent by 12% (the national average is under 3%).

  

  Business response

  07/09/2024

  Dear **********************,

  
  Thank you for reaching out and sharing your concerns. We apologize for any confusion and inconvenience you have experienced regarding the utility billing and the late fees.
  Upon reviewing your account and the terms of your lease agreement, we have noted the following details:

  Utility Billing: *** $90 monthly ******** Services Fee covers water, sewer, trash, heat, and cooking gas. Electricity is not included in this fee and residents are required to set up their own electric service. According to the lease, if a resident does not set up the required utilities in their name, a $50 vacant service fee per billing period is applied, in addition to the usage fee for that month, until the utilities are switched over.
  

  March Bill: *** additional $155 charge in March likely included the vacant service fee and the usage fee for electricity, as the required utilities were not set up in your name at that time.
  

  Late Fees: *** late fees are applied when there is an outstanding balance beyond the due date.

  Our ******** Services team reached out to you directly to confirm if the utilities have been switched over to your name to prevent any further issues. If you have any further questions or need additional clarification, please do not hesitate to contact us at ************ or **************************.

  Thank you for your understanding and cooperation.
  Sincerely,

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  it happened at May 31st I was paying rent and there's an additional non-notice fee of 1250$According to the contract, I will be moving out on June 25th But they are charging me additional fee for not letting them know in advance that I will be moving out on June 25th???Also I'm moving out on 25th, and they're charging me till 30th.No idea what was going on??

  

  Business response

  06/26/2024

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the additional fees.
  
  Upon reviewing our records and the terms of your lease agreement, we found that the requirement for a 60-day notice prior to the expiration of the lease was not met. As outlined in the attached lease (Section 2), tenants are required to provide written notice at least 60 days before the end of the lease term if they do not intend to renew. This notice period is necessary to allow sufficient time to process the move-out and make any necessary arrangements for the next tenant.
  

  Our records indicate that multiple attempts were made to contact you via email, phone, and text messages to confirm your plans regarding the lease renewal, but we did not receive the required notice within the stipulated timeframe. Consequently, a non-notice fee of $1,250 was applied, as specified in the lease agreement.
  
  We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or need additional clarification, please do not hesitate to contact us at ************ or **************************.

  
  Thank you for your cooperation.

  
  Sincerely,

  Customer response

  06/27/2024

   
  Complaint: 21786049
  
  I am rejecting this response because:
  still you charged me for 7 days more than lease specified??

  Also you didnt make enough efforts to inform me in advance. Nobody contacted me regarding moving out, just random fee applied?

   

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

  

  Business response

  07/09/2024

  Hello ******,
  
  We understand your concern about being charged for additional days beyond your lease term. Upon review, our records indicate that:

  
  Lease Terms and Charges: According to the lease agreement, tenants are required to provide a 60-day notice prior to the lease end date if they do not intend to renew. This notice is essential for us to process the move-out and make necessary arrangements. The lease stipulates that failure to provide this notice results in an Insufficient Notice Charge, which includes a prorated daily rent amount for each day fewer than 60 that notice is given. Since the required notice was not received, the charges were applied according to these terms.

  
  Communication Efforts: Our records show that multiple attempts were made to contact you regarding your lease renewal and the notice required for moving out. These attempts included emails and phone calls starting from February 25, 2024, as detailed in the attached documentation. We sent several reminders and notices about the lease renewal process and the importance of providing timely notice to avoid additional charges.

  
  Move-Out Notice and Fees: We understand your frustration with the Insufficient Notice Fee and the charges for additional days. The lease agreement clearly outlines these conditions to ensure transparency and mutual understanding. The prorated daily amount is charged as per the lease terms, and our goal is to follow these terms fairly and consistently for all residents.
  

  If you have any further questions or need additional clarification, please do not hesitate to contact us directly at ************ or **************************. 
  
  Sincerely,

  Customer response

  07/10/2024

   
  Complaint: 21786049
  
  I am rejecting this response because:

  No they didnt make sure they contacted me, the phone wasnt answered and they never called again. They didnt provide any detailed guidance at all. And when I call the lady was super rude putting me on hold and everything, wasnt effectively communicating and insufficient notice on their end. They did charge for extra days and extra fees without effective noticing.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I am disputing $811.61 that I have been charged by Mac Properties. On my account are a bunch of fees. No one from *** has been able to tell me what the fees were for exactly. At first, I was told they were because I didnt have renters insurance, but I did and had sent Mac proof. Then I was told they were because I hadnt shown proof of renters insurance, which I had. Showing proof of renters insurance was required to get the keys to the apartment. When I brought that to macs attention, no one ever got back to me to tell me what the fees are for, I just kept getting charged fees. I was told that all utilities were included in the rent of the apartment. I found out this was not the case when I had been charged a bunch more fees. I have email records that show that when I ask about the fees, I get ignored or transferred to someone else who knows nothing about the fees. Meanwhile in good faith I continued to make payments to *** and then they reported me to collections.

  

  Business response

  05/24/2024

  Dear *******, Thank you for reaching out. After reviewing your account and speaking with our ******** Services Management Team, it seems as though we have provided sufficient feedback, responses, and information to you throughout your tenancy about non-compliance fees, utility vacancy fees, and service requests. I see that we had also credited a few of these fees to your account after you spoke with us as a courtesy, but then the insurance and utility issues were not corrected, and you continued to receive notices of non-compliance with instructions on how to correct this issue. These charges cannot be reversed or credited at this time. If you wish to speak to our ******** Services Management Team for more clarification, please reach out to us at ************ or send us an email at **************************.

  Sincerely,

  Customer response

  05/29/2024

   
  Complaint: 21716388
  
  I am rejecting this response because: the response by Mac Properties does not address the fact that their agent ***************** told me that all utilities were included in the rent of the apartment. Given no other information than that by the company, specific to this particular apartment, on the lease, this is what I knew to be true until I was charged a bunch of fees. When I emailed Mfon about this, I never got a response back.

  Similarly with the insurance, the insurance company I use, Liberty Mutual, provides a service where they forward the copy of the policy through their company, for security reasons, to whomever needs to see it. That way no one can forge the documents, is my assumption. This is what I did in the office of Mac Properties that was required by them to get the keys to the apartment. No where does it say that this insurance proof needs to come from my personal email address. Not in the lease or in the letters sent out regarding the subject. Once again, I was charged a bunch of fees after having done this multiple times. 

  When I was contacted by phone by *** about these fees, their agent ****** would not give me their name or contact information and I know these actions to be signs of a scam. 

  At this point, the fees and scams are harassment.

  Furthermore, When I first moved in I let Mac do some repairs when I was not present. I came home from work that day and my sheets on my bed were on backwards. I can only imagine who was in my bed that day and what they may have been doing there. After I informed *** about this, *** acknowledged the damages by offering to pay for a load of laundry instead of offering to replace what was damaged. Then their senior leasing agent ******************* asked this of me when they wanted to show the unit: "In lieu of a tour, could you please just send over a quick video of the unit for the client?We are allowed to conduct a tour, as stated in your lease, as long as we give notice, but I totally respect your privacy & will not conduct the tour. A quick minute long video will suffice & be greatly appreciated."

  Their actions are mindbogglingly creepy and inappropriate and are extremely concerning from a safety point of view.  
  
  Sincerely,
  
  ***********************

  

  Business response

  05/29/2024

  Hello *******,

  Thank you for your continued communication. We aim to address your concerns thoroughly. I have attached a copy of your signed lease agreement for reference.
  

  Utilities: The lease agreement explicitly states that certain utilities are included in the building service fee. These utilities include water, sewer, trash, and heat. However, the lease also specifies that residents are responsible for setting up and paying for electricity and cooking gas directly with ComEd and ************ respectively.
  While I cannot verify any verbal statements made by Mfon, all terms and responsibilities are detailed in the signed lease agreement. As a gesture of goodwill, we previously waived your initial non-compliance charges and credited them back to your account. Moving forward, we expect all residents to adhere to their account responsibilities, as communicated through various channels including emails, texts, and phone calls from our Accounting and ******** Services teams.
  

  Insurance: Regarding your renters' insurance, the lease requires residents to maintain personal liability insurance. The method of proof submission is not explicitly restricted to personal email addresses, but it must be verifiable and comply with our standards. If there has been any miscommunication, we apologize. However, our records indicate that the proof provided did not meet the necessary criteria, hence the subsequent fees after our ******** Services team waived your first non-compliance fees as a one-time courtesy.
  

  Tours and Privacy: While we respect your privacy, the lease agreement grants us the right to request tours of occupied units upon giving notice. Our leasing agent ******** request for a video tour was an alternative to an in-person tour, aiming to respect your privacy while fulfilling our leasing obligations.
  

  We appreciate your feedback and are committed to continuously improving our services. Should you have any further questions or require additional information, please do not hesitate to reach out to us directly at ************ or **************************.

  
  Sincerely,
  

  Customer response

  05/30/2024

   
  Complaint: 21716388
  
  I am rejecting this response because: In the first paragraph, which discusses utilities, references are made to non-compliance charges and the non-compliance fees that were waved. I have attached two emails from your employees *************************** and ************************* where they explicitly state that the fees are related to the insurance. Your response today has only proved my point that your own employees don't know what these fees are for. Instead of accepting responsibility, you have continued to commit fraud. You are responsible for the words of your agents, you are responsible for the actions of your maintenance staff, you are responsible for the actions of your employees. 

  Furthermore, you reference me as a current ***** when my lease ended, and I moved out of your property a year ago. Is Mac Properties even aware of what the current date is? 

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March 2024 I was contacted by Mac Properties about renewing my lease (at property for 5 yrs w/o late payment) I informed them that I would be leaving the continent. I left my job of 16 yrs. ****************** (Property Manger) wanted (May 8,2024) me to sign a lease for 3months for $3700 and then brake it when I was ready to leave (I explained to him I could not in good concise do that) all verbal. Being a professional verbal is your word is against theirs. My lease ended April 30, 2024. I paid May's rent of $3120 (rent and parking) with a zero balance on May 3, 2024. On May 8th, 2024 ****** wanted me to sign a lease I told him I could not and in retaliation he post another $2705 on my account. I can not leave the continent until I receive my pension check (a check) which takes 8-12 weeks. All of these was given to the lease agent recorded conversation and ****************** in his office. To hinder me finically when I have to leave the continent shows that my five years of payment w/o being reported to the credit bureaus nor late Mac Properties have no morals, values, and consideration of me being a tenant. The parking garage is not clean, there was a dead ***** on the wall in the hall for 4 weeks and was reported to ****************** several times. They never cleaned my HVAC system which is required by law every 2-5 yrs. As soon as my check is delivered to me and clears the bank I am gone my apartment Unit 1016 is 75% packed up (****************** and ******) witness this on Friday April 26, 2024 and have been packed since March 2024.

  

  Business response

  05/30/2024

  Dear ********,
  

   

  Thank you for your feedback and for being a valued resident for the past five years. We appreciate the opportunity to address your concerns.
  

  Lease Renewal and Communication: According to our records, you renewed your lease on May 10, 2024, for a term starting May 1, 2024, and ending April 30, 2025, with a monthly base rent of $3,015.
  

  Lease Term and Charges: The charge of $2,705 was initially added to your account as part of the lease terms. However, this amount, along with a $140 credit memo for the building services fees, has been credited to your account, resulting in a corrected balance. Our records indicate that the correct payment and credit adjustments were made, ensuring that there were no financial hindrances due to these charges. We encourage you to review your account statements to confirm these adjustments.
  

  Condition of the Property: We apologize for the cleanliness issues you encountered in the parking garage and hallways. If there are specific issues that need attention with your HVAC, please let us know, and we will ensure they are resolved promptly.
  

   

  If you decide to break your lease early, please follow these steps to ensure a smooth transition:
  

  Submit Written Notice: Provide a written request to terminate your lease at least 30 days before your desired early termination date. The termination date should be the last day of a calendar month.
  

  Lease Contract Buyout Agreement: Comply with the terms outlined in the Lease Contract Buyout Agreement, which may involve specific steps and a fee for early termination. Please refer to your lease document for details on this agreement.
  

  Return Keys and Vacate the Apartment: On or before the termination date, return all keys and vacate the apartment. Ensure it is left in good condition as stipulated in the lease. Any personal property left behind can be disposed of by the owner, and costs incurred will be charged to you.
  

  Settle Outstanding Balances: Ensure that all outstanding balances, including any early termination fees, are settled. If there are damages or additional costs for cleaning and repairs, these should be paid according to the lease terms.
  

  Inspection and Move-Out Procedures: You have the right to be present during the move-out inspection. The apartment should be thoroughly cleaned, and all personal items removed. Following the move-out cleaning instructions provided will help avoid additional charges.
  

  Termination Fee and Concession Repayment: Be aware that a termination fee and concession repayment, if applicable, will be required as part of the early termination process.
  Coordinate with Management: Please coordinate closely with our property management team throughout this process to ensure all steps are followed correctly and any issues are promptly addressed.
  

  The entire process is outlined and agreed to in the "Common Lease Contract Buyout Agreement" in your lease agreement. By following these steps, you can ensure a smoother transition.
  

   

  Our goal is to provide the best living experience possible, and we value your feedback as it helps us improve. Please speak with our ******** Services team directly at ************ or at ************************** if you need further assistance.

   

  Sincerely,
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was potentially going to rent an apartment here, and was told that I could put down a deposit of $500 that was 100% refundable within the first 24 hours of approval. I ended up declining the lease within 24 hours ago and was told Id get a refund. However I have yet to receive a refund and it has been both. I have tried getting in contact and they have told me every time that they will refund me but nothing happens. This place is clearly scamming people and I would never recommend them to anyone.

  

  Business response

  03/28/2024

  Dear ******,
  
  We are reaching out to you in response to your complaint filed with the Better Business Bureau regarding your experience with our apartment rental process. First and foremost, we want to extend our sincerest apologies for any inconvenience and frustration this situation may have caused you. We understand how important it is for our customers to feel heard and supported, especially in matters concerning financial transactions.
  
  Upon reviewing your case, we would like to clarify that we do not charge Deposits but instead have an Administrative Fee, which, as you correctly mentioned, is fully refundable if the application and lease are cancelled within 24 hours of approval. We appreciate your prompt decision-making and adherence to this policy.
  We have verified that your refund of $500 was issued on 3/27/2024. Based on the standard processing time for ACH deposits, it should be visible in your account within 3 business days from the date of issuance.

  We want to reassure you and all our prospective tenants that we are committed to operating with the highest standards of transparency and integrity. It is never our intention to cause distress or inconvenience to our clients, and we deeply regret that this was your experience.

  Should you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly at ************ or *************************** We are here to help and ensure that your concerns are fully resolved.
  

  Thank you for bringing this matter to our attention. We look forward to the opportunity to regain your trust.

  Customer response

  03/29/2024

   
  Complaint: 21485839
  
  I am rejecting this response because:
  I only received a refund of $400, not $500 as I was told. 
  Sincerely,
  
  ***************************

  

  Business response

  04/11/2024

  Hello ******,

  Your application fee was $50 and is non-refundable, your move-in fee was $400 and was successfully refunded to your bank account. You do not have an outstanding balance, and all refunds have been issued. If you need further assistance, please reach out to our Services team at ************. 

  Thank you,

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The landlord for my current and former apartment is withholding a refund due to me in the amount of $390.32 when I turned in my keys and vacated my previous apartment (912) due to the death of my mother who shared that lease with me and moved into my new apartment (214) on January 26th. I had paid the full month rent for January 2024 and am due the refund for the five days after vacating apt 912 (January *****). I have included two receipts that incorporate the January 2024 rent amount of $2420 + parking garage fees. I have also included a ledger of my payments for my new apartment to show that those payments were also covered in January.

  

  Business response

  03/05/2024

  Dear ****,

  Thank you for bringing your concern to our attention through the Better Business Bureau. We want to assure you that we take your complaint very seriously and have taken immediate action to address the issue. Our ******** Services Manager has reviewed your account and confirmed the refund of $390.32.
  
  We have expedited the processing of your credit request, and you should see the credited amount reflected on your ledger as of today. We aim to ensure transparency and accuracy in our billing and refund processes, and we apologize for any oversight or delay that occurred in this instance.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our ******** Services team directly at ************.

  Thank you,

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some time during the January 13 and 14 my car was towed from the Solstice/ Windemere parking garage even though I had already paid for parking for that month. I was required to go to a lot literally on the other side of town and pay $240 to get my car out because I was missing a sticker, not for failure to pay. Now I am being threatened with eviction for not paying an additional $199 which is a double charge for parking. I have contacted Mac Properties twice and been told that the double charge was being taken care of. I have been a resident for 10 years.

  

  Business response

  02/21/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We understand how distressing this situation must be for you, and we sincerely apologize for any inconvenience you have experienced.
  
  We want to assure you that our accounting team is actively working to rectify the issue of the extra $199 charge on your ledger and you should see that credit on your account today. Furthermore, we have reviewed your account and lease information, and we can confirm that there are no notices of eviction attached to your account. The notice that was sent to you regarding the $199 charge due is no longer valid, as we have adjusted your ledger with the credit. Please disregard that communication.

  We greatly appreciate your long-standing residence with us and are committed to ensuring your continued satisfaction and comfort within our community. For any further questions or if you require immediate assistance, please do not hesitate to reach out to our ******** Services team at ************. We are here to help and ensure that your concerns are addressed.

  Sincerely,

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have no heat in my apartment and they are aware that there is no heat in my apartment. Also the assistant manager I have seen coming out of my apartment and there have been things damaged. I would like the heat fixed and I do not want anyone entering into my apartment without my permission or knowledge.

  

  Business response

  01/17/2024

  Hello ****,
  
  Thank you for bringing your concerns to our attention. We understand how distressing it can be to experience heating issues, especially during cold periods, and we apologize for any discomfort this may have caused.
  
  Upon reviewing your situation, we found that our maintenance team and resident services did reach out via email, phone, and SMS prior to the maintenance visit to fix your heating system. We acknowledge that in emergency situations like this, our technicians prioritize resolving the issue swiftly, which might not always allow for advance notice. However, we assure you that respecting your privacy and the sanctity of your home is a top priority for us.
  
  I am relieved to hear that the radiator issue has been addressed. We sent follow-up communication to you via SMS and Email to ensure your satisfaction and to check if there were any other issues needing our attention. Your comfort and peace of mind are extremely important to us.
  
  Please do not hesitate to contact our ******** Services team at ************** or TTY ************** if you require any further assistance or have additional concerns.
  
  We are here to help and committed to making your experience with us as pleasant and worry-free as possible.
  
  Sincerely,

• Initial Complaint

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I pay $199.00 per month for a parking lease contract with Mac Properties in ******* at the Solstice Parking Garage location on 56th and *******. I paid for the month of January **** on January 1, ****. On January 13, **** at 1 am, Mac Properties had my car towed from the garage for expired permit even though the parking had been paid through January. Also since this was going into a three day holiday weekend, according to their resident services, I am unable get this issue addressed or remedied until Tuesday, 1/16 while the car is impounded and incurring further fees per day.

  

  Business response

  01/23/2024

  Dear Rill,
  

  We would like to extend our sincere apologies for the inconvenience caused by your vehicle being towed, despite your parking fees being up to date. This situation clearly did not reflect the high standard of service we strive to maintain at Mac Properties.

  We are glad to confirm that we have taken responsibility for this error. The tow fees have been fully covered by us, and your car has been returned to you. We want to ensure you that we have taken this matter seriously and have reviewed our procedures to prevent such incidents from occurring in the future.

  We appreciate your patience and understanding as we resolved this matter. As a valued resident, your satisfaction is our top priority, and we are committed to ensuring a positive experience with all aspects of our property management services.

  
  If there are any further issues or if there's anything else we can assist you with, please do not hesitate to contact our ******** Services team.
  
  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. ↩