ComplaintsforDominium Management Services

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been getting the run around about receiving my deposit back, I received a voicemail in February indicating they had my deposit ready to be mailed to me since I have completed my lease and I continue to leave voicemails, I get hung up on the staff are not helpful Or reassuring that they will refund me my money

  Business response

  05/10/2024

  Hi, we need to know which property this is for in order to address this. 

  Customer response

  05/10/2024

  Stoneridge Apartments 

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

  pflugerville,tx 78660

  Customer response

  05/10/2024

  Stoneridge Apartments 

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

  pflugerville,tx 78660

  Customer response

  05/10/2024

   I am rejecting this response because:
  
  

  Stoneridge Apartments 

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

  pflugerville,tx 78660

  
  

  Business response

  05/13/2024

  On Friday, May 10, 2024, I left a voice message for ***************** informing  her the deposit refund check of $100.00 was processed Wednesday, May 8, 2024 and was mailed to the address that we have on file.  She should expect receipt of this check within 7 - 10 business working days.  I will attempt to make contact with her again today, May 13, 2024.

  Sincerely,

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

  Area Manager

   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a two bedroom apartment with this company on their website. Aviara Flats (ReferenceID: ********. The website states they are low income, housing and income restricted housing that they also accept vouchers. I am a protected disabled veteran who is on Hud VAVA voucher program. I have been on this program for nine years. I am currently at la mesita housing, which is income restricted, low income housing they have accepted my voucher for the past nine years. The reason of me moving is that my voucher size has been decreased due to the fact that my 24-year-old and 21-year-old children have both moved out. I submitted my application on April 4, 2024 I also submitted a deposit of $300. Within three hours of me submitting my application with all the fees it was denied. The denial was based on credit score. I dont understand why an income restricted housing. April 4, 2024 I also submitted a deposit of $300. Within three hours of me submitting my application with all the fees it was denied. The denial was based on credit score. I dont understand why an income restricted housing apartment community would care about a credit score. Since I have lived in a similar community for nine years, I am well aware of the standards. I am well aware of guidelines and I do fit in those guidelines. I have no felonies. I also have no evictions.I have been able to maintain and pay my rent on time for nine years at the same complex although my credit score is 533 that does not reflect on the fact that I am able to maintain my home therefore I was denied and still have yet to receive my refund, which has been put in the mail three weeks ago. I have already filed a complaint with the corporate office, dominium properties online I am also going to file a complaint with Hud housing in regards to this property management company.

  Business response

  05/14/2024

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

  
  Thank you for reaching out to us regarding your recent application for residency at *************
  We understand your concerns about the denial, particularly given your longstanding rental history and participation in the *** VAVA voucher program. At ************, we are committed to providing fair and equitable housing opportunities for all applicants, including those with vouchers and those seeking low-income housing.
  Please note that Rentgrow handles our screenings, and they utilize a comprehensive evaluation process that takes into account various criteria. The model they use does not only approve applicants based on credit score but also considers other determining factors as well. While we have a thorough application process, your application's denial was not solely based on one factor. As of today, you should have received your refund as I know we received it in our office a few weeks ago.  

  Thank you for your understanding and cooperation throughout this process; we apologize for any inconveniences this caused.

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

  Regional Manager
  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Call from this phone number ************ wanting a ssa letter dated April 2024 and had one sent for 2024.Stating that the one sent was not up-to-date.This call came today on Apr 18, 2024 at 2:05 pm.Contacted the police depth from ************ and mdha, *******************************, mdha rental assistant.This call female said she was at dominium corp., in mininsota This file has a letter dated 2024 from ssa.

  Business response

  04/28/2024

  04/28/2024
  Good evening,
  We are more than willing to help you if we can. Please explain the type of documentation you are needing from our office. Also provide your name and contact information so that we will be able to locate you in our database.
  
  Thank you,
  *****************************
  Regional Property Manager

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all they raised my rent to almost 1500 dollars when I have low income at the moment and the rent is based off of income. My neighbor was paying 1250 across the hall for a 3 bedroom. Also the two females they have in management are very rude and can't seem to keep peoples information private. They gossip and are always giving tenants nasty looks and then threaten to evict anyone who goes against them. One is named ***************************** the other one is even worse than her. They will not fix ANYTHING. Maintenance gives your house keys to outsourced pest control and allow them to enter ALONE. The apartments are also very outdated for them to be charging luxury apartment prices.

  Business response

  04/09/2024

  Hello,

  I'm not able to find a current resident attached to the apartment listed.  I'd also like to explain that our apartment homes are not based on income.  Income is a factor in the since that there is a minimum and a maximum required.  I apologize that you were unhappy with your rental increase.  We increase all rents at each residents lease expiration.  

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Personal belongs were MOVED & DESTROYED without my consent.Manager states she sent emails on Dec. 29, 2023 & Jan. 4, 2024, which I did NOT receive, manager states she posted notices in ********************* have loss sentimental items. My deceased mothers pictures, dishes, etc. my deceased brother Military Flag from casket. I have cried so much on this, I will never get these precious items back. Ask manager *****, why she did NOT put notices out like you do everything else, pertaining to Property? You just put notices on doors regarding entering units, for HVAC FILTERS. So now she trying to place blame on me, because I did not get email. I have been living here @ ***********************, since late Dec. 2019, @ that time I had 5 storage bins, but on June 5, 2020, thats when I found out storage bin door was damaged. Thats the reason storage bin was not empty, when I emptied my other 4 bins. Someone had hit the door, it was bent was not able to open it, However I did let manager **************** know of it at that time. She stated she will get it taken care of. Thought nothing else on it. Each month, I drive through that end of garage, curtain was still up.,We had to cover storage bins when they sent out notices about garage being cleaned. But on Thursday. Feb. 1st, 2024 curtains were down & storage bin cleaned, went to office, thats when she said, she emailed me! Manager needs to be held accountable for this. Thank GOD, I have pictures of my storage bin #**. Here I thought my belongings would be safe & secured.Try contacting DOMINIUM MANAGEMENT, left msg. No return call, sent certified letter out, also gave manager her copy just as well. Funny, I get an email today & envelope on door from manager. If she would have done that in the beginning, she/we would not be dealing with this!*********************** Senior Living is owned & operated by DOMINIUM Management, ******************************************************************** ************.*************************** ************

  Business response

  02/08/2024

  Hello *******.  During the storage audit that was completed we found several that were being used but were not linked to a resident.  I know **** sent you an email back with all of the communication that was sent out over a 60 day period requesting a response from those using storage units, but not paying for them.  A red notice was put on all of the storage lockers in question as well as notices in the elevators and mail room.  We never meant to throw away your personal items and we might still have some stored that we would allow you to go through to see if any of those items are yours.  Let us know when you are available for that.  

  Customer response

  02/15/2024

   I am rejecting this response because:
  Id like ***** to be held accountable for her actions. Her, Dominium Management and myself may need to take this up in court. Ive enclosed a few pictures of how my storage bin looked before my stuff was gone, after and the gate that was damaged and suppose to be fixed. Also there is my form that shows my parking spot and storage bin number. 
  

  FYI - I am trying to get the pictures sent but they may have to be in a separate email since its saying the photos are too big even though I resized them. 

  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an apartment with this company. Paid my application fee and $300 processing fee which is refundable. However, I was denied for the apartment. A check was mailed out to me which I received, but it was stolen from me. I immediately called the apartment complex (The Promenade) to make them aware of my situation and to see if the check can be voided out and another be sent out. The girl that answers the phone is RUDE and hung up in my face not once, but twice. I called on 10/17 to check the status on the check, but was told they were gonna call me when they receive the check and that I dont have to keep calling. Im not sure why this company gives out refunds as checks, but its a big inconvenience for people to have to wait for a check in the mail. I am in need of my money and I just dont see why it takes so long to mail out a check. I will never do business with this management company.

  Business response

  11/03/2023

  Good Morning ******!
  As per our conversation, I wanted to send you an email regarding your refund. Your refund has been reissued and has been mailed to the temporary office as per your request. Upon receipt the staff will contact you and schedule a time for you to come in to pick up your check. Should you have any questions, please do not hesitate to let me know. My number is ************. Thank you again for your interest in our property.

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

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Been a tenant at Lancaster Ridge apartments for 8 months always paid my rent on time last week 08/31/23 Thursday I went on line and paid my rent like I always do. Went out of town on vacation it was labor day weekend. Returned on Tuesday Sept 5 and noticed that I did not have a confirmation e-mail from the web site where I paid my rent. On Wednesday after work I came by the office to find out why I did not have a confirmation. The office was locked. Checked my bank the transaction had not showed up. On Thursday during my lunch break I went and purchased money orders in the amount of $1,369.00 to pay my rent. The manager refused my payment because I had to pay a $136.00 late fee. I tried to ask her to check the website to see why my transaction did not go thru. She was combative and said there was nothing wrong and I have to pay the late fee

  Business response

  10/03/2023

  We extend our gratitude for your email and the information you have provided. Rent payments are expected to be made by the specified due date, and any payments made after that date will be considered late. It is the responsibility of the resident to set up their payment portal, and it remains unclear why your payment wasn't processed as usual. Unfortunately, I no longer have access to log in as we have recently sold the property in order to investigate what may have occurred with your payment. Our policy strictly prohibits accepting partial payments, and since a late fee has already been applied, we require the full payment at that time. If you have any further concerns regarding your payment, I would kindly direct you to contact the new owners of the property.

  Thank you. 

  Customer response

  10/09/2023

   I am rejecting this response because: I did not make a partial payment to the previous owners When the rent was due the new owners had taken over. I went to the old website because they did not shut it down and it accepted my full payment early because I was going home for the long labor day weekend. We need to talk to the new owners. When I did not get a confirmation of payment and the amount was not removed from my checking account I got a money order to pay the rent to the new owners. They refused my payment because I had to get another money order for the $136.00 late fee. So the next day I went and got another money order for the late fee and paid the rent. When I paid the rent early the old website should have had something to tell us it was no longer connected to our property and let us know that we had to pay the new company. We received no notice from the new company to use the new website or how to log on to the new website. So they should not have charged me the late fee when they did not do their due diligence to inform us how to log in to the new website to make our payment. The old website should have been shut down or had a note to not pay on this website any more. 
  
  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter moved into ********** Apartments not even a year ago and has already been notified "as per the 120 day mandatory notification with DCA" about her new rental rate should she choose to renew her lease as a "valued" tenant... It would be one thing for a 5%, even a 10% increase but that would be generous, but a 65% increase? SIXTY FIVE? Seems that using the most recent "AMI" under LIHTC is the goto. How is a young person trying to make it on their own, paying their own way through life supposed to get a leg up? I honestly do NOT understand how an income limited rental property "you cant make more than a certain amount but at least a certain amount to qualify" can be welcomed in one year and completely priced out the very next year at no fault of their own. If that isn't enough, the property website states that a unit of the exact floorplan will be available 1/5/24 for almost $350.00 less than what they were gracious enough to renew her lease for. The only reason we allowed our daughter to move in was because it was only a mile from our home and close to her work... She wanted her independence... That kind of an increase is just disgusting!

  Business response

  10/02/2023

  Dear *****************:
  
  Management received the notification of a concern about the rental increase at ********** Apartment Homes. ********** does participate as a part of the Affordable Housing Program.   There was a notification sent regarding the upcoming rent increases for August 1, 2023, per the new Community Affairs | LIHTC and HOME Compliance Manual, page 59. 
  (Rent Increases For all programs monitored by DCA/GHFA, proposed rent increases that exceed 5% of the net tenant rent for in-place tenants require 120-day written notification of the increase to the tenant. The tenants must be given the option to terminate the lease with no penalty or fees. A written notice to vacate as specified on the lease must be given by the resident. Also, only one rent increase per recertification period may be implemented for each in-place household. Properties that have implemented a rent increase for in-place tenants in an acquisition/rehab or rehab deal are not subject to the 5% rent cap for the ********* as part of the acquisition/rehab restructure. Any rent increases imposed on renewal agreements following the ********* in an acquisition/rehab deal will be subject to the rent cap).
  
  If you have any additional concerns, please feel free to contact the management staff at ********** at ************, Monday Friday 10 am 5 pm.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this apartment in May 2021 which was under another management at this time.Around Mid 2022 before Hurricane *** hit new management took over(Dominium) It was nice because they started fixing somethings but shortly after raised the rent.Well I never had a ***** issue since being here until After hurricane *** left the apartment carpet soaked and moldy.Thats when I started noticing a very high increase of roaches.I brought this to management plenty of times about roaches but was told pest control would come 1 time a week.Well they did but that didnt help._After hurricane *** the front door weather strip was somehow destroyed,I started noticing bugs coming from outside into my apartment so I brought it up to my landlord.They literally ignored my request Everytime I mentioned that along with the soaked moldy smelling carpets.They never once replaced the carpets.I am a very clean mother of 3 so to suddenly have an infestation of roaches today is outrageous and causing a problem in this apartment.I cant have food open or even the mircrowave.They are everywhere.When me and my kids are sleeping roaches are crawling on us and ************* doesnt care no matter how much emails I send.I even have proof and pictures of these claims.I jus want out of this apartment and wish I never renewed the lease.Living with these pest insects is embarrassing and stressful.Ive found roaches during the day on my new baby.I am fed up and want out of this apartment.They just want their rent every month and wont fix anything that I bring up.I even got a rotten moldy tub since hurricane *** that has yet to be fixed.Its been a year of h*** and I need help and getting out of this situation that I am in.They constantly put rent up but never fix anything.Living with roaches is not habitable.I am fed up

  Business response

  09/26/2023

  Hello ****************,

  I am so sorry to hear that you have had a negative experience. We do have your work orders submitted through the resident portal.  The pest control company will follow-up as many times as needed, based on the requests from each resident.  I did follow-up with the Community Manager and also reviewed all of my communication with site residents. We do not have any requests from you to be released from your lease.  I am happy to discuss this with you and to work something out that would satisfy your concerns.  We typically address this type of request right away but, again, we have not heard of your request until now.  I have also saved all of the work orders submitted and they are noted as resolved, with the exception of the open item for mini blinds.  We are preparing for a full site remodel/rehab.  The site did inform you of the plan for the in-unit tubs.  I will reach out to you via the contact info available.

  Thanks,

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

   

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the resident of Lancaster Ridge Apartments. While I understand that there have been efforts made to rectify the flooding that our unit experienced in June from the apartment above us, I feel that I have been more than patient in waiting for the process to be completed. This incident took place on June 10th and we are still unable to utilize our full home. I paid for a hotel for my family for two weeks as we were told that the work would be completed by then. However, we returned to a home that was in complete disarray. To date, we still have not had the work completed and an entire bedroom has been out of commission since the beginning. I requested assistance for the hotel stay and was denied on the grounds that I could still utilize parts of my home. (Which was only 2 bedrooms, no kitchen, dining room or living room was able to be used!) My rent is for a three-bedroom unit and we have been confined to two bedrooms for the last nearly two months, without any concessions offered for our inconvenience. This is absolutely unacceptable. I am seeking concessions in the form of an account credit from the date of the incident through the date of the completion of work. This would consist of credits for the month of June, July, and more than likely August. As we have been unable to utilize the home in its totality since the 10th day of June.After being a resident in this community for the last 7 years, I expected to be treated with better customer ********************** and empathy. I am honestly appalled at the lack of accountability and complete disregard for resolution that my family has experienced at the hand of Lancaster Ridge Apartments.

  Business response

  08/09/2023

  Our company is currently working in collaboration with our vendors to successfully complete a particular task. However, we have encountered numerous obstacles that have resulted in setbacks to the project completion timeline. One of these issues pertains to contractor availability, as we have had difficulty scheduling contractors for the job due to various reasons beyond our control. Another challenge we faced was pertaining to materials sourcing, where certain materials proved harder to find than initially anticipated.
  
  In addition, the residents has refused entry into their apartments which has further impeded progress on the job. Nevertheless, the dedicated team comprising of onsite managers and vendors are working tirelessly towards finding an amicable solution with residents while ensuring timely completion of work. The team is also maintaining a consistent flow of communication among all stakeholders involved in this project.

  Thank you.

  Customer response

  08/09/2023

   I am rejecting this response because:
  First of all, this has been going on since June and I have rejected entry1 time, and only after I had texted the apartment manager a week in advance, the day before as a reminder and the day of as a reminder, letting her know my daughter would be home  alone that 1 day and that nobody was aloud in, however I made sure I told her that everyday before and after that, they could come anytime, and even stay late if they would like!! (I have text messages to prove this that are date and time stamped!!) 1 time!!! This is NOT on me!! This is on Lancaster Ridge for not vetting your businesses better!! Yesterday the stand in manager told me personally that the reason it wasnt done is because they were told it was completed, now your story is changing to make yourself look better!! My apartment flooded at no fault of my own, and now Im still unable to use my full apartment and instead of being honest you put blame on everyone else!! Take responsibility for the Apartment managements lake of managing and mistakes!! Make it right!! 
  
  

  Business response

  08/10/2023

  Greetings, No accusations are being made and we wish to guarantee that we are exerting all efforts to restore your residence to its original state in a timely manner. It has come to our attention that the onsite manager has been maintaining contact with you, as well as the former manager, and will persist in doing so until necessary repairs have been carried out. We appreciate your understanding throughout this process and kindly request that you maintain communication with the onsite manager. 

  Thank you kindly, 

  Lancaster Management

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