ComplaintsforThe Habitat Company

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is irresponsible with their management and maintenance teams; rarely do they work together, and often management has no idea what maintenance is doing. It takes weeks to months for minor issues to be resolved (e.g., rust in water supply, rodents in the walls, toilets not working), if they ever are properly addressed. When you place a work order, the only way to get it completed is to ****** the leasing office to get them to send someone out. *** had orders sit for weeks only to be filled a day after I nudged the office to do something. And this has to be in person. If your old apartment needs too many repairs, the office will just stop taking your calls or hang up on you after putting you on hold. Employees and management have a habit of lying about repairs, just to get you to leave. Ive been told numerous times that Someone will definitely be over to fix that today only for no one to show up, and then Ive wasted part of the day waiting for maintenance to arrive. Maintenance will claim they came to the apartment and even fixed the problem, without ever stepping foot in the building. Management will send emails begging for residents to be patient with repairs that arent happening for anyone on the property, but wont hire enough maintenance members to service the property properly. Relatedly, these buildings habitually burn down

  

  Business response

  09/04/2024

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the complaint submitted by *************************** ***** regarding her application and placement on the housing waiting list.
  
  ************ ***** claims there was an issue with the address listed on her application and that she was removed from the waiting list without being offered an apartment. She also states that she provided her correct address and is requesting to be placed back on the waiting list.
  
  Our Findings:
  Upon reviewing our records and communications, we have found the following details regarding ************ ******* application history:
  
  1) Application History: ************ ***** applied for housing and was listed on the waiting lists for several properties, including ****************, *********************, and *****************. It appears she was on the Long Grove House waiting list multiple times.
  
  2) Over-Occupancy Issue: On February 13, 2023, ************ ***** was removed from the ********************* waiting list due to over-occupancy. The application indicated that six individuals were listed for a two-bedroom apartment, which exceeds the allowable occupancy limit for that unit type as generally instructed by HUD.
  
  3) Interview No-Show: An invitation for an interview was sent to ************ ***** for June 22, 2023. According to our records, she did not attend this scheduled interview. As per our policy, failure to attend scheduled interviews without prior notice or a valid reason can result in removal from the waiting list.
  
  4) Mailing Address Concerns: We have no record of any discrepancies between the address ************ ***** provided and the address we have on file for her. The address of the property she mentioned, ******************************************************, is unrelated to the applicant's residential address, and there seems to be a misunderstanding here. All correspondence was sent to the address provided by ************ ***** at ************************************************
  
  Based on our records and established policies, ************ ***** was removed from the waiting list due to non-attendance at the scheduled interview and exceeding the occupancy limit for the apartment type she applied for. We understand that this situation may be frustrating, and we strive to ensure our processes are clear and fair to all applicants.
  
  Proposed Resolution:
  If ************ ***** is still interested in being considered for housing, we encourage her to reapply when the waiting lists are open. **************** currently has an open waitlist, so if her occupancy size has decreased from 6 people to 4 people, she may reapply. We will ensure her application is processed promptly and any future correspondence is communicated clearly.
  
  We hope this clarifies the situation, and we are committed to assisting ************ ***** with any further questions or concerns she may have regarding her housing application.
  Thank you for your attention to this matter.
  
  Sincerely,

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for housing when the waiting list was open. On the computer it shows that I put in my correct address. However I was told when they contacted me by mail for a interview for a apt that the address they showed me lived at was the address ********************************* the address is the address of where the apt is located at. I wasn't offered a apt and was kicked off the waiting list. I dont understand why my address shows the correct address on my end and another address on their end

  

  Business response

  09/09/2024

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the complaint submitted by *************************** ***** regarding her application and placement on the housing waiting list.
  
  Customer's Statement:
  ************ ***** claims there was an issue with the address listed on her application and that she was removed from the waiting list without being offered an apartment. She also states that she provided her correct address and is requesting to be placed back on the waiting list.
  
  Our Findings:
  Upon reviewing our records and communications, we have found the following details regarding ************ ******* application history:
  Application History: ************ ***** applied for housing and was listed on the waiting lists for several properties, including ****************, ****************, and *****************. It appears she was on the Long Grove House waiting list multiple times.
  
  Over-Occupancy Issue: On February 13, 2023, ************ ***** was removed from the **************** waiting list due to over-occupancy. The application indicated that six individuals were listed for a two-bedroom apartment, which exceeds the allowable occupancy limit for that unit type as set by HUD.
  
  Interview No-Show: An invitation for an interview was sent to ************ ***** for June 22, 2023. According to our records, she did not attend this scheduled interview. As per our policy, failure to attend scheduled interviews without prior notice or a valid reason can result in removal from the waiting list.
  
  Mailing Address Concerns: We have no record of any discrepancies between the address ************ ***** provided and the address we have on file for her. The address of the property she mentioned, ******************************************************, is unrelated to the applicant's residential address, and there seems to be a misunderstanding here. All correspondence was sent to the address provided by ************ ***** at ************************************************
  
  Conclusion:
  Based on our records and established policies, ************ ***** was removed from the waiting list due to non-attendance at the scheduled interview and exceeding the occupancy limit for the apartment type she applied for. We understand that this situation may be frustrating, and we strive to ensure our processes are clear and fair to all applicants.
  
  Proposed Resolution:
  If ************ ***** is still interested in being considered for housing, we encourage her to reapply when the waiting lists are open. **************** currently has an open waitlist, so if her occupancy size has decreased from 6 people to 4 people, she may reapply. We will ensure her application is processed promptly and any future correspondence is communicated clearly.
  
  We hope this clarifies the situation, and we are committed to assisting ************ ***** with any further questions or concerns she may have regarding her housing application.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Customer response

  09/10/2024

   
  Complaint: 22184997
  
  I am rejecting this response because: for the **************** its only 3 people on my application. And I was going in and out the hospital for back procedure and I told them that plus I needed a three bed room 

  My daughter name is ************************* she is homeless and use my address to get her mail and her family size is 6 so that's who they talking about

   

  I wish I would have recorded the call with the lady from *************************. She said my address on my application was *************************************************** and that they send me a letter for a interview to **************** and since I dint responded they took me off the waiting list. I told her how could I respond since I don't live at **************** she stated that's the address she showed. I told her well she should have knew something was wrong because how could I live there when I'm applying to move there and I looked on my end and saw that the address that is showing on my end is ****************************************** and asked her could she check again she said the 4700 s lake park shows on her end. There was no reason for me to keep going back and forward now I know based on what they saying now they were lying. You only run into this problem when you're dealing with African American 
  
  Sincerely,
  
  *********************** *****

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a resident in **************, *******, operated and maintained by Habitat LLC. (***************************************), I had air leakage in my apartment from the window frame and sealant. Especially in winter, when the temperature drops outside, we feel like we are freezing inside the apartment due to the air leakage, and my young kids are shivering from the cold. I notified the landlord about this problem, and they advised setting the air conditioning units to auto and keeping them running. As a result, my electricity bill jumped from an average around $47 per month to $599 in just one month. This issue occurred in September 2023, and the rectification process took until the middle of February 2024. This excessively long time cost me more than $2,511 in accumulated electricity bills, and they refuse to compensate for this huge amount. I checked with ComEd and they confirmed that my consumption is much higher than my neighbor's. I have attached also herewith the system-generated report from ComEd that demonstrates this comparison month by month. if you need any further details please let me know by email or by phone call. Please help me to resolve with this issue. Best Regards,Bassem,,

  

  Business response

  06/14/2024

  Dear Better Business Bureau,

  Thank you for bringing ******************** complaint to our attention. We take all resident concerns seriously and have thoroughly reviewed this situation. Below is a detailed summary of our actions and communications regarding ****************** complaint about air leakage and increased electricity bills.

  Summary of Actions and Communications
  
  Initial Report and Repairs:
  **************** reported air leakage issues in his apartment in September 2023. Our maintenance team promptly inspected and identified the problem areas. Repairs were initiated to seal and caulk the window frames.
  
  Multiple Repair Attempts:
  Despite initial efforts, further work was required. Our maintenance team and professional third party vendors conducted several additional visits to address the ongoing air leakage. Each time, we aimed to fully resolve the issue. The professionals deemed that there were no further issues. 
  
  Energy Consumption Review:
  We reviewed ******************** energy consumption with ComEd, comparing it with similar units in the building. The findings indicated that his usage was consistent with other units if he had been using our recommended settings from ***************** however, it was found on numerous occasions by our maintenance team that he was not using those settings. Therefore his usage is slightly higher than other comparable units of size/style due to this. The meter was confirmed to be in proper working order.
  
  Extensive Communication:
  Throughout this period, there were numerous communications between **************** and our team, including the Community Manager. We provided updates, scheduled repairs, and discussed interim solutions. Despite some missed appointments and rescheduling due to being denied access by ****************, we continued to work towards resolving the issue.
  
  Final Position:
  **************** told the Community Manager to no longer contact him and that he does not want any more maintenance requests or assistance on this matter further. 
  Therefore on June 7, 2024, the Community Manager communicated to **************** that the matter is considered resolved and reiterated that we would not be compensating his electricity bills since October 2023. Our team had taken all feasible steps to rectify the situation, and the increased bills were consistent with typical winter usage patterns for similar apartments.
  We offered to have our Residential Specialist discuss the situation further, and we have yet to hear back from **************** on this offer.
  Conclusion

  While we regret any inconvenience caused to ****************, we believe that we have addressed the issue to the best of our ability and within reasonable timelines. We remain open to assisting him with any future maintenance needs. Thank you for your understanding and assistance in this matter.
  
  
  

  
  

  Customer response

  06/18/2024

   
  Complaint: 21837978
  
  I am rejecting this response because it does not address the issue exactly. They mentioned that they made several visits to rectify the issue, which dragged on from September 2023 to mid-February 2024, and they are still asking to schedule additional maintenance visits to continue the rectification of the issue. Therefore, I request to stop any further visits for this matter.
  The consequences of their prolonged timeframe to resolve the problem have resulted in high electricity consumption, which has significantly increased my bill.
  Moreover, I have attached to my complaint a report generated from the ComEd system proving that my consumption is much higher than my neighbor's, which contradicts what they are saying.

  I need a compensation for this issue which they have created to me.

  Sincerely,
  

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

  

  Business response

  06/20/2024

  Thank you for sharing this follow-up with us. After extensive review of communications between the on-site team members, ComEd, and ****************, please see the below timeline breakdown of communication with ****************:
  

  September 2023
  Initial Report: **************** reports air leakage issues in his apartment.
  
  September 2023 - February 2024
  Multiple Repair Attempts: Maintenance team and professional vendors conduct several visits to seal and caulk the window frames.
  
  February 2, 2024
  Email from The Maintenance Team to ************* Manager:
  oThe Maintenance Team reports an attempted visit to ****************** apartment. They spoke with ******************** wife, who denied access, stating my husband said not today.
  oThe Maintenance Team mentions that the professional vendor confirmed all feasible repairs had been done. The cold frames are causing the issue, not actual air leakage. This is common in all apartments at ************** due to the age of the community. 
  oThe Maintenance Team expresses concern that **************** is not cooperating and seems to be looking for a fight over an issue common to the building.
  
  February 5, 2024
  Email from ************* Manager to ****************:
  o************* Manager explains that, after discussions with the maintenance team and vendors, no further actions can be taken. The high electricity bills are attributed to the winter season and the nature of the **** units in the building.
  o************* Manager notes that the apartments **** setup and its large floor plan can result in higher bills, consistent with similar units.
  oThe team continues to remind **************** of the recommended settings he should use to help with energy saving in person. 
  
  February 7, 2024
  Email from ************* Manager to ****************:
  o************* Manager confirms that ComEd verified the meter is working correctly and the bills are not exceedingly high compared to similar units of style and size inat **************. The usage reports that **************** sees on his ComEd account is not just the community he lives in but rather the overall geographic area.
  o************* Manager schedules another visit to review and reapply caulking where needed.
  o************* Manager notes that several attempts to access the apartment for repairs were denied by **************** or his family members.
  
  February 9, 2024
  Email from ************* Manager to ****************:
  o************* Manager schedules a repair visit for February 13, 2024, to address the window frame sealing. The team requested that **************** notate where he wants the team to still caulk as no one is able to find an issue in the home. 
  
  February 13, 2024
  Repair Visit: The Maintenance Team visits ****************** apartment but was not able to complete anything as he did not have anything prepared or marked for the team to complete. **************** was once again reminded of the **** settings as they were not set as the team had recommend several times. 
  
  February 14, 2024
  Email from ************* Manager to ****************:
    o************* Manager requests an explanation from **************** for not noting the areas needing caulking during the scheduled visit.
    o************* Manager informs **************** that Habitat will not cover his electricity bills. 
    oMr. ****** never replied about the team coming back one more time with things marked as requested. The onsite team nor its vendors can complete work that no one else is finding. 
  
  April 2024
  Communication: **************** follows up with ********************* Manager (CM was on maternity leave) and others about unresolved air leakage issues and high electricity bills.
  
  May 15, 2024
  Email from The Leasing Team to ****************:
    oThe Leasing Team responds, indicating that the maintenance team and vendors have made multiple visits and attempts to rectify the issue.
  
  June 4, 2024
  Email from **************** to The Leasing Team and ************* Manager:
    oMr. Halabi requests contact information for higher management to discuss the matter further.
    oThe team provided this to ****************, but he never reached out to anyone. 
  
  June 5, 2024
  Email from **************** to ************* Manager:
    oMr. ****** asks for feedback on the ongoing issue.
  
  June 6, 2024
  Email from ************* Manager to ****************:
    o************* Manager asks **************** why he waited two months to respond to the February 14th email. No response was provided by him. 
    o************* Manager requests additional data from ComEd regarding the apartment's energy usage. 
  
  June 7, 2024
  Email from ************* Manager to ****************:
    o************* Manager reiterates that Habitat will not cover ****************** electricity bills and considers the matter settled based on his request for no further work to be done in his apartment and to stop communicating with him. 
    o************* Manager offers to have the Residential Specialist discuss the situation further. This contact information was provided, but **************** never reached out to anyone. 
  
  ComEd did send reports back again, and again everything is in line with ****************** style of unit and unit size; he has slightly elevated usage but nothing exceedingly high. However, the onsite maintenance team and its vendors have noted several times when in the home that he was not following the recommended settings for his **** units that were explained to him several times since November 2023. The propertys ComEd Rep also noted that **************** has not paid his bill since October 2023 and has been sent to collections by ComEd. The ComEd Rep also shared that there have been a historical string on non-payments and collections in ****************** history with ComEd. She shared that he is getting readings from his meter and that no estimates are being made, and inferred that electricity may be being used at peak demand hours which costs more. 

  Customer response

  06/25/2024

   
  Complaint: 21837978
  
  I am rejecting this response because it contains several inaccuracies and misleading information.
  
  Firstly, I'm not looking for a fight; I'm pursuing my rights. If there is a common issue in the building, they should seek a resolution instead of causing trouble for residents and ignoring their rights.
  
  The only time I denied access was because they showed up without a prior scheduled date, which must be arranged in advance.
  
  The report generated by ComEd did not check the area but instead checked my neighbor. Additionally, I have confirmed with three other residents in the same building; two of them have apartments of similar size to mine and have never received such high electricity bills. The third resident, who has a one-bedroom apartment, confirmed that his electricity bill never exceeds $100 in winter.
  
  Habitat confirmed themselves that their maintenance team and vendors conducted several visits from September 2023 to February 2024 (five months) to seal and caulk the window frames, which took about five months to resolve the problem. This delay cost me a significant amount of money. According to RLTO Section 5-12-070 of the Municipal Code, "the landlord has to correct the defect within 14 days."
  
  Their maintenance engineer visited, and I showed him and proved the air leakage. He then assigned his maintenance team and vendor for repair, so it is incorrect for them to claim that there is no air leakage.
  

  They have declared that their vendor confirmed that "all feasible repairs had been done," which is clear proof and a witness by themselves that there was a problem needing repair, regardless of whether it was completely resolved.
  
  They mentioned that the frame is cold and causing the problem, not air leakage. This is contradictory because they also said earlier that they caulked the window and repaired the sealant.
  
  I disagree with their request to trace the air leakage and put marks using sticky notes or tape. It is their job to bring proper tools and trace the air leakage themselves. Therefore, I requested no further maintenance visits for this issue.
  
  They claimed they provided me with the superior management contact number and I didn't conatcted them, because I never received it any number to contact from their higher management.
  They did not escalate this issue to their higher management, which is why I placed this complaint with the BBB.
  
  They asked me to communicate with the Residential Specialist, which I see as a waste of time since they are unwilling to resolve this issue cordially and compensate for the high electricity bill which accumulated due to heating consumption to warm my apartment and my children, which is one of our rights.
  
  Lastly, If I do not reach a satisfactory settlement, I will escalate this issue to all higher authorities, even if it requires filing a lawsuit to assert my rights and obtain all compensations I am entitled to.
  
  
  Regards,
  *************************,,

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  And July or August 23 habitat was fired from the St ***** housing authority and they had until September to get out in September I paid my rent to habitat and in October since they had no establishment of where to pay the rent I paid again to habitat in October come to find out late December the management had no record of me paying rent in September or October I had to end up paying late charges for both months of total of $1,900 so I've been trying to contact habitat and they will not answer the phone it's just always recordings recordings or search for a person who is employed there a manager or supervisor and still a recording so I'd like to recover my rent money and see what records they have because my rent for September and October was made to habitat company now when December came they finally changed that we are to pay our rent to St ***** housing authority I mean November so I've been paying it to St ***** housing authority but I still have not recovered my rent and my late charges after I know I paid I paid them the rent and I want you to recover my funds for me

  

  Business response

  05/30/2024

  Thank you for the opportunity to respond to ******************** concerns. We appreciate the importance of addressing such matters promptly and thoroughly.
  
  Upon reviewing ******************** account and the details of her complaint, we would like to clarify the following key points:
  
  Contractual Agreement and Rent Collection: The Habitat Company's management contract with the St. *********************** (****) ended at the end of September 2023.Despite a request from **** for an extended transition period, we concluded our services by the end of September. Therefore, The Habitat Company did not collect any rent for October 2023.
  
  Rent Payments: As our management contract ended in September, any rent payments made after this period should have been directed to the ***** We recommend that *************** reviews her records and confirms with her bank or payment provider to trace the payments made in October.
  
  Communication:We apologize for any difficulties **************** experienced in reaching our team.Although our management responsibilities ended in September, we strive to assist former residents during transition periods. Please know that we are here to help clarify any confusion regarding her payments.
  
  Given these circumstances, we suggest **************** directly contact the **** for further resolution on this matter. They should have the relevant records and be able to address any discrepancies regarding her rent payments for September and October 2023.
  
  If any further assistance or documentation is required from our end, please feel free to reach out to us

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being biasely and without evidence of what the items looked like prior to me moving being charged repair fees for damage that I did not cause. There is not a unbiased process in plce by this company to dispute the charges. I told an eployee about the damage within a week of moving in when I noticed it. Verbally. I was not told that I coud not verbally notify staff. I was only provided with after pictures no before pictures.

  

  Business response

  05/10/2024

  The Habitat Company appreciates the opportunity to address the concerns raised by ********************************* regarding the charges for damages she disputes were present upon move-in. We take such feedback seriously as part of our commitment to fairness and transparency in all resident interactions.
   
  Upon review of ******************** account and the correspondences she has had with our team members, it is clear that all procedures followed were in accordance with our policies, which are designed to be unbiased and equitable. The charges in question were determined based on standard move-out inspection procedures and are being handled by our central billing department to ensure impartiality.
   
  As part of our standard business practice, all new residents are required to complete a move-in inspection form designed to assist each resident in documenting damages already present in the apartment prior to move-in.  **************** filled out a move-in inspection form and did not note any damage to the appliances. **************** was also provided with documentation and a breakdown of the charges post-move-out, in addition to the specific clause in her lease stating her responsibility for damages upon move-out, as well as phone discussions and email correspondences with our team. She was informed of her options to dispute these charges through established company channels. The Habitat Company remains dedicated to an unbiased resolution process and is actively engaging with **************** to address her concerns comprehensively.
  
  

  Customer response

  05/22/2024

   
  Complaint: 21645960
  
  I am rejecting this response because:
  I do not know what the unbiased protocol mentioned below is. I asked for a written copy of the protocol several times I did not receive it. I do not know what the process is for submitting a dispute and for the company verification that the procedure is not biased. I asked to have the documents emailed to me as I am not able to access them from there portal documents were never emailed to me.
  
  They called me two weeks ago stating they would reach out to the property and get back to me, no one has contacted me to date.
  Sincerely,
  
  *****************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I moved out of my apartment in March 2023, Habitat Company did a complete floor replacement and billed me $8000 for it claiming it was destroyed. It was not destroyed and I have pictures proving it. They reported this to the credit bureaus and put it in collections. This is absolutely fraud. I am filing small claims soon, but I need help removing it from my credit report and history.

  

  Business response

  04/02/2024

  We take all complaints and concerns raised by our residents very seriously and strive to resolve them in a fair and compassionate manner. During the move-out inspection of 360 ****************, Apt 1106, *******, **, significant urine odor and damage was discovered that necessitated comprehensive cleaning and repairs, particularly due to extensive pet damage. This damage affected not only the aesthetics but also the structural integrity of the apartment's flooring, requiring a complete floor replacement and additional repairs, which can be seen on video from the third-party vendor using a black light inspection to survey the damage. 
  Charges included cleaning and disinfecting ($3,360), flooring replacement ($4,035), and sound underlayment lining replacement ($580) due to extensive urine damage. An outstanding late fee from March 2023 added $84.19, totaling $8,059.19. We understand that the cost of these repairs is substantial; however, the extent of the damage necessitated significant work to restore the apartment to a habitable condition.
  Detailed documentation was provided to ****************, including invoices from our vendors that outline the costs incurred, and a copy of his ledger, lease agreement, and pet addendum which clearly stipulates the residents responsibilities regarding apartment maintenance and the consequences of damage beyond normal wear and tear.
  It is with a commitment to transparency and fairness that we have reported this debt after thorough documentation and communication efforts. We are fully committed to upholding the highest standards of service and integrity in our dealings with all residents and appreciate the opportunity to respond.

  
  Sincerely,

  
   

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for 23rd and Southbridge affordable housing back in Dec 2021. This housing complex is under The Habitat Company. I got a call in Feb 2022 saying my pre-application was pushed thru and to complete the official application and pay the $50+ fee. I paid the fee and they said my application will be sent to the proper tray manager for approval. I never heard anything back, so back in April 2022 I called The Habitat Company left an VM and explained whats going on. They then forwarded my VM to the then property manger at 23rd and ***********. The property manager told me they were waiting for a certificate of occupancy from the *************** and that theyll be calling people back.I keep getting same recycled email from the company stating No application fees are required until we contact you to move forward with the background screening and further steps. I went to the 23rd and Southbridge building at spoke to a housing associate that stated my application was pushed thru by mistake and that I had other applicants in front of me. I explained to her that *** already paid the application fee and the people in front of me have no. The associate apologized and told me that I may not be chosen for an apartment because of all the names in front of me. *** tried contact the property manager ****** numerous times but the voicemail is full. I would like my $50 back plus the fees for them falsely telling me I was approved for and apartment.

  

  Business response

  06/13/2023

  We are glad that we were able to further discuss the application process.  Providing clarity o efforts made by our team regarding the leasing process and where we stand with our affordable waitlist.  As discussed, your application fee will be fully refunded.  We thank you for our interest in 23rd place and hope we can one day meet your housing needs in the future. 

  Customer response

  06/15/2023

   
  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.

  I spoke with the property manager and got a resolution. 

  
  Thank you,
  
  *****************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved onto the property in October of 2019. I completed a lease. For the next two years, I sent in recertification documents but never resigning a lease. In November of 2022, we received a notice of a new property manager. I went into office as well as emailed property manager because it is very alarming that the new property manager is stating that there are signed leases from 2021 and 2022- when I never signed a new lease since my initial move in. I asked for a meeting to review documents. But, I have not received a response since making this request. I also came in on January 4, 2023 to sign lease for this year and the house rules state $10 for a new parking pass but property manager is not honoring this because she said that was not the correct house rules form given. I have yet to receive a revised copy of the house rules. I was also unaware until January of 2023 that I received a rental increase in October of 2022. I asked property manager why I was not informed and she said *******(previous manager) was responsible at the time and they do not know when they enter rent if we are paying the correct amount. I also uploaded an image of the house rules I was given on 1/4/2023 in office. At this point, I am reaching out here because Im not sure what to do next.

  

  Business response

  02/08/2023

  On behalf of myself, Community Manager and the management team, we maintain open lines of communication with our residents. After reviewing your file, the management office does have a signed lease starting from your year of move in,2019 and each year after. It is protocol and policy for the office to maintain a current signed lease each year a resident resides on the property.  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter is a student of ***************** and has been staying in an apartment of Granville Apartments for two years. Granville is currently managed by The Habitat Company. Our daughter has moved out to another apartment complex with the Granville lease ending this month. We have called the Habitat Company on numerous occasions spending considerable time on the phone and have even had our daughter appear in person in the office of the Granville Apartments to collect a long overdue extra month's rent payment that was paid when we moved our daughter into Granville two years ago. The Habitat Company has stated that this extra month's rent is due to each renter even as a legal obligation, while they continue to avoid resolving the issue of making a payment to us for the full extra month of rent. We have wasted a considerable amount of time contacting ******* and recently ******* at the Habitat office for Granville with no resolution. Surprisingly, while the Habitat Company knew that they owned us a full month's rent, they claimed that they were going to charge us a late fee for the last month's rent. We were withholding this payment for a few weeks since for months they knew they owed us a similar amount of money for the extra month's rent. In any event, we paid the last month's rent. We appreciate your assistance to deliver the extra full month's rent payment that is due to us. This is our second time filing this complaint with the BBB and we still have no resolution.

  

  Business response

  08/28/2022

  This has been a challenging situation for many residents; however, as I shared, we are working diligently threw files and having conversations with the prior management.  We have been able to settle several of these issues and will continue this process until it is complete.  If you would like to leave your contact information so the on-site team can provide an update, please feel free. 

  Customer response

  08/30/2022

   
  Complaint: 17776203
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter is a student of ***************** and has been staying in an apartment of Granville Apartments for two years. Granville is currently managed by The Habitat Company. Our daughter has moved out to another apartment complex with the Granville lease ending this month. We have called the Habitat Company on numerous occasions spending considerable time on the phone and have even had our daughter appear in person in the office of the Granville Apartments to collect a long over due extra month's rent payment that was paid when we moved our daughter into Granville two years ago. The Habitat Company has stated that this extra month's rent is due to each renter even as a legal obligation, while they continue to avoid resolving the issue of making a payment to us for the full extra month of rent. We have wasted a considerable amount of time contacting ******* and recently ******* at the Habitat office for Granville with no resolution. Surprisingly, while the Habitat Company knew that they owned us a full month's rent, they claimed that they were going to charge us a late fee for the last month's rent. We were withholding this payment for a few weeks since for months they knew they owed us a similar amount of money for the extra month's rent. In any event, we paid the last month's rent. We appreciate your assistance to deliver the extra full month's rent payment that is due to us.

  

  Business response

  07/19/2022

  The Habitat Company took over management of this asset earlier this year; therefore we are researching records from the prior management company to verify the amount the resident may or may not be due.  We take these situations seriously and will continue to  work with the legal team to sort this out and rectify the situation.

  Customer response

  07/23/2022

   
  Complaint: 17575752
  
  I am rejecting this response because:

  We have heard this same excuse for at least 3 months after: a) we called and spoke with someone ~8 times spending considerable time on the phone and b) our daughter has spoken with them in person ~5 times.  Habitat has not followed up by contacting us after any one of these attempts that we initiated to discuss resolution of the refund issue.  This is after a separate episode within the past year whereby they lost multiple checks for rent that we had to pay ~$70 for our bank to terminate the lost checks.  In this prior episode, we had to call to speak and meet in person with someone at Habitat 10+ times before any resolution.  We only mention this to show a history issues.

  The other two roommate's parents have spent considerable amount of time over the phone and in person beyond what is referenced herein with no resolution on this refund issue to date.  

  It is time to resolve this.  Thanks for your help.

  
  ***************************

  

  Business response

  08/05/2022

   

  Please know we understand this is frustrating.  We are making progress; however, there is a fair amount of clean-up to do as a result of the transition from the prior management company.  We are doing our best with the resources we have.  We are committed to getting to the bottom of this; however, we don't have all the information/records we need as of yet. 

*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. ↩