Complaints

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rude staff members. Dirty leasing tactics. I've been double charged for parking, I am going to be double charged for an amenity fee. My initial has flooded 2 times in the year I have been here and I live on the **** floor. There is also mold growth in my unit. I know at somepoint last year they had a mice problem and the foul smell coming from my bathroom alludes me to belive that something has died in the walls and is rotting. The unit that I am in is not the unit I was shown when I toured the apartment community. I have been trying to upload photos of my flooded ceiling but it is not working I can submit upon request.

  Business response

  09/24/2023

  Thank you for bringing this resident concern to our attention. Customer service is our focus and we strive to offer our residents a place that they are proud to call home.  Residents are offered renewal increases that are inline with market conditions. The renewal letters are sent 60 to 120 days prior to the lease expiration, so residents have time to review their options and provide the proper notice. 

  The resident in this case requested a decrease in the renewal option and the Community Manager reduced the new rate by 2% for the same lease term as a customer service gesture.  The resident communicated to the office that they were under the impression the total increase was approved at a renewal rate of 2%. There seemed to be a miscommunication between resident and the management team which we apologized. The manager shared the renewal options again over the phone and followed up with an email outlining the offer to clarify the confusion.

  The resident renewed the lease, but prior to the lease begin date requested a meeting with the Community and Regional Manager to discuss their concerns.  This request was fulfilled and the managers scheduled an in person meeting with the resident at the management office. The resident had planned to purchase a home but was unable to find a new place so decided to remain at the community.  The resident asked about the renewal rate again, but another decrease could not be approved to remain consistent with all resident offers for that month. 

  As a customer service courtesy, the resident was offered to cancel their renewal lease agreement, since the new lease had not yet started.  The resident was asked to provide a 30 day notice in writing.  The resident declined the offer and decided to remain as a resident under the new lease agreement. In the last few weeks the resident has contacted the office asking to break their lease due to maintenance concerns.

  The resident has been offered to break their lease agreement with a notice period at their preference. We are currently working to resolve the maintenance issues swiftly and to resident satisfaction while providing communication of the work schedule. We hope to extend this resident's residency, but wish them all the best if they decide to move to another home.

  Customer response

  10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WARNING TO POTENTIAL FUTURE BUYER OF THEIR PROPERTIES DO NOT BUY It goes all down hill from there. JBG had in their 1st year warranty to do repair on the door which left the paint chipped and no satisfaction survey after work is considered 'DONE'. They just hired someone off the street to do this kind of work.Window had massive amount of scratches from their window cleaning. Instead of replacing the window pane they send "MAGIC Touch" which is basically buffs the window hoping the scratch disappear. The photo below are what's left after 2 tries and they both gave up. NO Update. The unpatched nail hole is from their washer inlet which had the pipe busting and cause massive amount of water damage. They added additional water monitor system and removed previous water monitor system but without patching any nail or holes. This is my bathroom next to the washer. Moisture will get into the walls! This is what you will expect from their "Craftsmanship".The window pane with water inside is a nightmare. ***************************** claimed this was not reported on their 2 year warranty they are not responsible for the repair. After the 2 year warranty JBG used MAGIC Touch to buff the windows which caused the broken window seal and the window manufacture took the responsibility to replace the window but JBG refused to fix their mistake. This is what you will expect from them.DO NOT BUY THEIR HOUSE. BUYER BYWARE!.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had approached the management office of **** *** ** to enquire if I can terminate my lease early. The answer was yes, and the option discussed and documented via email was that I will pay for the rent till new tenant moved in. I was told that I had to pay two months of rent in advance during last month of my lease and then, when the new tenant moved in, I will be refunded the balance. I've moved out on December 16, 2021. In December, I had received the notice from building management office staff confirming that new tenant moved in on December 28, 2021 and that I shall expect the refund from my two month payment soon. Up until now, I am told there is NO refund. I have written evidence however no amicable communication (I had visited them several times, wrote endless emails) brings no result. I am asking to please help me get my refund. Thank you! ***************************

  Business response

  06/06/2022

  We're extremely sorry to hear about the frustration you have experienced during your early lease termination at *********. You originally submitted a Notice of Intent to Terminate Lease to us on November 13, 2021. In this notice, you selected an option to terminate the lease that required a minimum 60-day notice of intent to vacate and an early termination payment equal to two months of rent for your apartment home in exchange for terminating the lease agreement prematurely. 
  
  Your base monthly rent for your apartment home was $3,430 per month, and under the terms of the early termination agreement's 60-day minimum notice period, you would have been responsible for this base rent through the duration of that notice period spanning November 13, 2021 through January 12,2022. You opted to physically vacate the home before January 12, 2022, instead moving out of the community on December 18, 2021. 
  
  Additionally, the early termination payment equal to two months of base rent came to a total of $6,860. 
  
  The home was re-rented to a new customer following your move-out, whose lease began on December 29, 2021. 
  
  A team member in our community, in a subsequent communication with you after you had accepted these terms, incorrectly noted that the "two month penalty will be prorated" because the home had been re-rented by a new resident. While our team member communicated incorrectly and was intending to refer to the 60-day rent responsibility notice period being prorated based on the move-in date of a new resident on December 29, 2021 rather than the early termination payment, we stood by the unclear communication of our employee and agreed to prorate not only the rent responsibility to terminate on December 28, 2021 (as would be required), but also prorated the early termination payment beyond what was originally promised by that employee in an effort to apologize for the miscommunication. We ultimately credited your account a total of 50% of the early termination payment that had been paid to us and ensured that you were not charged for rent for your home beyond December 28, 2021. Due to final utility charges, flooring and cleaning charges added to your balance upon move out and subtracted from this credit, you have been refunded a total of $1184.71.
  
  The total adjustments made by our community to your account resulted in an additional and significant credit beyond what our team had originally committed to when they mistakenly informed you that the early termination payment would be prorated. 
  
  While we understand that we have reviewed your ledger in detail with you to support these facts, we remain available at your convenience to review it line by line so that you can feel confident that our community not only stood by the apparent mistake of our team member, but ultimately chose to issue credits exceeding what that team member had initially promised as a good faith gesture and apology for the frustration. 
  
  Please feel free to reach out to us at any time at [email protected] member of our team would be happy to review this in detail with you. 
  
  Sincerely, 
  
  ********* Management 

  Customer response

  06/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was mislead by your employee from the very beginning and I explained that on multiple communications to the management office.  I did not feel you made any extra step as you claim you did.

  My choice was to be responsible for the rent till the unit is rented. However, your employee has pointed me to make a different election on the termination form - I did not understand the difference, and I trusted her.

  After my departure, administration employees were not responding to my messages for weeks and were not returning my calls. I had to weekly remind about myself and my case, it was humiliating to beg for explanation and my money. The additional charges were of ridiculous value. There is no an additional and significant credit!

  I had been completely mislead and only because of *************************** I got paid in June the small difference of the mistake your employee had made in December 2021. This is unacceptable. This is NOT an honest way to treat people who paid close to $4000 monthly rent and left the apartment clean - you still charged me for cleaning!  

  Regards,
  
  ***************************

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