ComplaintsforThe Elms at Old Mill

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attempted to file a complaint back in December but still haven't received a response. Ever since moving in, I have had problems with the apartment itself and the upstairs neighbor. It took them an entire week to even come out to service a Non-Stop running toilet and then they had tried to close out the ticket before completion. They also recently closed out a ticket for water damage caused by the upstairs neighbor before the contractor ever came out. The contractor still has not come back to complete the work and nobody has contacted me since. The upstairs neighbor consistently stomps at all hours of the night. I understand that the building was built in the 1970s, but this is ridiculous. Pictures have shaken off the walls they were stomping so hard. It has been almost 7months now and the stomping issue with the upstairs neighbor has not stopped. I work from home and there have been several remarks by coworkers about the noise, it is that loud. Anytime I have had a guest to my apartment, they would remark on the stomping and complain about actually feeling it through the walls and floor. It got to the point where I had to call the police non-emergency line as it was interrupting my sleep in the middle of the night. After filing numerous complaints with the leasing office, it took them 4 months to address the issue. The leasing manager, Stafford K., had the nerve to lecture me about submitting said complaints instead of actually addressing the issue, so I escalated to the regional manager. The regional manager was also useless, only talked to the upstairs neighbor once, and then was never heard from again. The leasing staff at this complex are incompetent at best and negligent of their residents while frequently taking time off and shutting down for the day. They are almost impossible to actually get a hold of and actively ignore resident issues. The ongoing issues I have had in this complex since move-in are not worth the amount that I pay each month in rent.

  Business response

  03/18/2022

  Business Response /* (1000, 11, 2022/03/09) */ Dear Resident, Thank you for bringing your concerns to our attention. While the on site team does their best to respond to all matters timely, we had not received any further complaints regarding noise to know there was still an ongoing issue until you filed this complaint. Our team is always available during normal business hours. Per our recent conversation, maintenance visited your home while your were there and you were satisfied with all items completed except for a part for a door that will be in in the next couple of days and completed. We also spoke about the option to transfer units to a different location that will hopefully alleviate the noise you have been experiencing from your upstairs neighbor. We appreciate your feedback and hope we have come to a resolution that will bring you useful enjoyment of your apartment home.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello How are you? My name is ****** ******* I am resident i was living in *** ********** ** *** ** ************ ** XXXXX. When i call my apartments office to ask when my lease expires they told me 28th of July and signed paperwork to leave and they told me now you can give me key on 28th of July 10-10.30 o'clock i move out on 27th from that apartment and because i am tired i was came back to cleaning house and turn them key but when I entered in house approximately 9.10 for cleaning and take my internet and other stuff but already in that apartment two three guy working and i told them you supposed to come 10.30 o'clock but they took my stuff too and i left from there to give key in the office i told Donneice they already in apartment and my stuff in have to clean so she has nice response she took key and she didn't write or sign anything about key. After from my deposit they charge for cleaning $75 that them fault because i came over for cleaning and they already in apartment

  Business response

  01/19/2022

  Business Response /* (1000, 10, 2021/10/07) */ From: Cheryl H. <*******@elmsliving.com> Date: Thu, Sep 9, 2021 at 12:37 PM Subject: Case # ******** ****** ******* To: ********@greatermd.bbb.org <********@greatermd.bbb.org> Cc: Stafford K. <*****@elmsliving.com>, Donneice R. <****@elmsliving.com> Good Afternoon Ms. L. This email is in response to the above referenced case filed against The Elms at Old Mill. In the complaint filed Ms. ****** is disputing a cleaning charge of $75 that was deducted from her security deposit amount. Ms. ******'s complaint is that she planned to go back and clean the apartment the day after turning in her keys. On July 27, 2021, Ms. ****** turned the keys to her apartment into the rental office, relinquishing possession and rights to the unit. Once keys are turned in full right of possession is returned to the Property Owners/ Management. Ms. ****** claims she returned to finish cleaning the next day and found that management had begun the process of turning over the unit. On July 28, 2021 Management entered the unit to conduct a move-out inspection, damages were accessed in the amount of $100 for carpet cleaning and an additional $75.00 for appliances that were not cleaned as well as minor drywall damage. The lease agreement signed by Ms. ***** expressly states move out cleaning requirements to include cleaning of appliances and carpet. In addition, an email was sent to Ms. ****** from our management office with a copy of the lease, highlighting the specific move-out cleaning requirements (section 29 of attached lease). Below is a screen shot of the email sent to Ms. ****** on 8/27 when she first called our office to dispute the charges. It is our position that charges will stand per the lease agreement. Please let us know if you have any further questions. Regards, Cheryl H. ARM(r) CPM(r) Regional Manager Legend Management Group LLC **** ******* **** ***** *** ******* ** XXXXX p: ************ f: ************ www.ElmsLiving.com Live the Legend Difference Consumer Response /* (3000, 12, 2021/10/08) */ Forwarded message From: ****** ******* <*******@yahoo.com> Date: Fri, Oct 8, 2021 at 10:58 AM Subject: Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) To: Better Business Bureau <********@greatermd.bbb.org> Hello, How are you? It is not true in the morning on 28th that lady told me it is okay if i give her key on 28th before 10/10:30 am and i was moving on 27th but because i am tired I didn't give them key on 27th and stop by for cleaning on 28th 9 o'clock but they already in apartment and took my stuff because i left my internet and other minor stuff for cleaning and than i told them you supposed to come after 10 or 10:30am but they are Mexican they didn't gave me reply back and i took my stuff and stop by office.. i told her they took my stuff and i have to give you key � so she just took key and no sign anything even she busy so she didn't said anything to me. I left if they complain about anything is wrong because i complain about everything in moving form and they never fixed but its not bothering me anything so i never concern about to fixing. I told her too to see my moving form. But she said we have to paint because its in lease and I didn't see in lease that i have to repaint apartment!! Again for carpet i told her take from my deposit but cleaning i got there and without turning key they in apartment so thats them fault not mine so i need my $75 back. And that lady laying that i give her key on 27th because she told me to drop in box on 27th or turn them on 28th morning before 10:30am. If they have camera system you can ask for camera with date i stop by them and if they have records systems tell check them to about she told me turn key on 28th before 10.30am in that last two week because I don't remember exact date to talked with her on phone. And this is true because of not only money but they have broken system too they never support anybody even if they ask me what is the reason to move out i told her before nice reason but than call her and told because of them broken system they took without knowing anything my money so she don't have any answers. Please help me out to get my money back. Thanks ************* XXXXXXXXXX

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