ComplaintsforDominium Management Services

• 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

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for a one bedroom apartment at Vista Ridge Apartments on June 1st, 2023. But before I applied I wanted to make sure they still had one bedroom units available. So I called and asked the employee who answered if they had any one bedrooms available and he said that they do and guided me on how to apply on their website. Sure enough when I went on the Vista Ridge Apartments website there was an application for a one bedroom unit that was currently available (Apt #WAIT1160/ Rent $1,010-$1,087/ 12 Month Lease). I paid a $300 Holding Fee & a $50 application fee. I want to further acknowledge that I called Vista Ridge again on July 10th, 2023 after receiving an email about the unavailability of one bedroom units and spoke with ******. ****** told me that if I was able to apply for a one bedroom unit in June then it must've been an accident because they didn't have anymore one bedroom units so it should've been taken off the website. Regardless of the mistake, it doesn't negate the fact that I still called before I applied to check if one bedroom units were available and I was told that they were available. When speaking to ****** June 10th, 2023 I asked if they record all of their phone calls and he said they do (so that'll be a proof of my claim).After I applied for Apt #WAIT1160 I received a call from an employee of Vista Ridge, not to alert me of there not being any units but to set up an appointment with me to come into the temporary leasing office in order to verify income. Our appointment was set for June 15th, 2023 however they cancelled it and said that they had rescheduled it but didn't give me a date and time. So I called to find out when they rescheduled it but they simply cancelled it and said that I will have to wait and they would give me a call back to reschedule it once they caught up on the 1st Phase of applicants. I never received a call back but on July 10th I received an email stating there were no more 1 bedroom units.

  Business response

  07/20/2023

  All applicants who apply for Vista Ridge Apartments are put on a wait list and its on a first come first serve basis as we process the applications.  Unfortunately, after processing all 1 bedroom applications, ***************** application was processed but due to the fact that all 1 bedroom apartments were already leased we had to cancel her application and issue her a full refund.  It is an unfortunate situation and we have put procedures in place to prevent this from happening in the future.  

  Customer response

  07/20/2023

   I am rejecting this response because:
  
  Regardless of the first come first serve guidelines your employees were still communicating to people who do not want to spend money uselessly that there were one bedrooms available and your employee ****** admitted the mistake that was made by saying when I applied in June (June 1st to be exact) that there were no one bedroom apartments available at that time. Therefore youre telling me that I wasted time waiting on the processed applications when they were already processed before I even applied? No I do not accept this response and I want a 2 bedroom for the price of the one bedroom that I applied for.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm a Social Security payee representative for my brother ***************************** who lives in Apt 134 at ****************. On June 5, 2023, a staff member from Solstice Apts called stating the June rent had not yet been paid. They stated that the autopay was not working for ***** and it had to be manually entered. *******'s account was set-up for autopay (Solstice's system) and had been automatically paid in the past. When I went to pay the June rent (manually) there was a late charge of $100.00 on his account.I immediately called the staff at 11:30 am on June 5th and spoke to "Kianna" for 7 minutes and asked her why is there a late charge of $100.00 on the account. She stated that they sent out an e-mail on June 1st about the autopay not working and paying it manually. My brother's account is set-up for e-mail and phone notifications. We got the first phone call on the 5th of June. My brother did not open an e-mail until June 5th. "Kianna" repeatedly said since the e-mail was sent on June 1st that we were at fault. She refused to help with this situation. I decided to go back to the website and get the rent paid and had no other choice to pay the late charge as Solstice website would not permit anything less.BOTTOM LINE: Solstice auto pay system failed. When tenant was first notified, they rent was paid with protest of the late fee.The $100.00 late charge in this case is unreasonable, unethical and needs to be credited back to *******'s account. The **************** is a senior living facility for folks with low income and it is sad that staff refused to correct this injustice.Thankyou..

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AIR CONDITIONING UNIT HAVE NOT BEEN WORKING OVER A MONTH IT HAS BEEN EXTREMLY HOT IN HERE I ALMOST FAINTED THE OTHER DAY. I WOULD LIKE TO BE COMPENSATED ON MY RENT THANK YOU

  Business response

  07/20/2023

  
   I apologize for the delay in the repair of your HVAC unit.  We have ordered the parts needed to complete the repairs to the unit, but unfortunately, the parts are on backorder and have not arrived yet. We have provided you with a portable AC unit to ensure you have working AC in your home while repairs are being made.  We are working to have all repairs completed as of 7/28/2023; at this time, we cannot approve the request for a rent reduction due to you have not been without a working AC unit in the home, we are taking the necessary steps to have the unit repaired.  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ************************** apartments in ******,***** over a month has not returned my $300 deposit I was promised to be refunded after my application was denied hasnt been refunded yet and its been over a month.

  Business response

  07/10/2023

  ************ applied for an apartment at ************** and was given our Resident Selection Criteria and informed by the Leasing Consultant he as an applicant, had 48 hours to return all necessary documents to proceed with his application. He did not provide them, and his security deposit was forfeited per our policy. However, he was given a preliminary screening was denied by our system. We will process his security deposit refund and submit it through our accounting system to resolve this complaint.

  Customer response

  07/11/2023

   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.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ Apts ********************************** I've saw this happened to so many people, now its my family. I live at Villa Springs Apt. for two years. My children was saying they here footsteps over there head throughout the night. So i installed a ring camera in the attic. Low and behold theirs a family of raccoons living in my apartment attic. I brought that footage to the office and also reported as a repair for maintenance No One came as of yet. I still have my ring camera in the attic and its catching them every single night. Now comes April 2023 . Housing came to inspect my house. It failed inspection due to minor repairs for the owner to fix. They had until May 21, 2023 to complete those inspection. I gave written and verbal notice. No one came. I was lucky enough to get a re inspection that was due to be repaired by June 21, 2023. I gave them written and verbal notice two weeks ago no one came. I went to the office this morning June 20, 2023 to see if they was going to repair in time. The office personnel told me i had to remove my Ring camera from my porch in order for them to come and due the repairs, I recorded her telling me this. I told her that is for my protection. I don't know what to do now. I cant afford to move. I'm currently on Section 8. if they dont come to fix repairs i will be forced to move. They also charged my account for unknown repairs that way they can keep my deposit when i moved. I can send all videos at a later time if requested

  Business response

  06/22/2023

  Hi ********************,
  
  When you initially came into the office on 06/20/23, you asked me to sign the self-certification letter from the housing authority and I advised you that I would need to inspect your unit to ensure the unit was in good standing according to Dominium policy. You stated that you were going to be home, and I could come to inspect. Members of maintenance and I went to your unit and you never came to let us in. After approximately 10 minutes, I called and had the assistant manager to contact you by phone to let you know that we were still outside waiting for you to allow us entry into her unit, you began to scream and use profanity excessively. 

  Customer response

  06/22/2023

   I am rejecting this response because:

   

  My house was inspected by ************************* in April 2023. They failed it for minors repairs. I put in my work orders no one came. They gave me a third inspection by the ***** of God. I never used a curse word a day in my life so profanity you are lying. My phone records all my calls. Inbound and Outbound.  I also have a recording from 06/20/2023. Stating that someone was complaining about my Ring camera that's why you not doing repairs. Plus I have video of the raccoons in my attic for last two years. I just want these repairs done its been over 2 months now. & Im going to the extend.  I don't mind yall doing an inspection on my apartment with notice. You can't make God decisions. That's what yall trying to do. But the way the lady talked to me in the office, It's unacceptable.  

  
  

  Business response

  06/29/2023

  Hi,

  My name is ***************** and I am the Regional Manager over Villa Springs. I would like to speak to you in regards to this situation. My direct office number is ************. Please feel free to contact me at anytime. You can also reach me via email at ************************************* I look forward to hearing from you soon.

  Customer response

  07/03/2023

   I am rejecting this response because:
  
  I have sent you a email and left you a message. Please call me Ms. *** ************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented from Pinetree apartments managed by Dominium. Everything was fine the first year I moved in. After the first year things went downhill. Secured entry did not work, neighbor with multiple domestic violence incidents, maintenance requests not being answered or fixed, pool was never opened, and the leasing office never answered the phone or called you back. I had reported black mold in my apartment when I found it and was told maintenance would be out to look at it. I was 5 months pregnant and had two children who had allergies and asthma. I received multiple notices that maintenance was going to come in my home but they never showed on a few occasions. I was told it was a back log on maintenance orders and to be patient. This situation had been going on since November of 2022. I called left messages and emailed. Nothing for awhile. Then I received a letter on my door stating they will need **** weeks to do repairs for the black mold. I then finally reached someone in the leading office who told me I could transfer apartments or term lease early. I asked for a transfer but ******** and section 8 housing told me conflicting info and I was never able to transfer apartments. I finally contacted corporate to term my lease early and moved out April 9. I emailed corporate and returned all keys to the leasing office. I received my final bill 4/26/23 from Pinetree that stated I owed $0.00 and my refund will be $300. The June 9 I received a refund check in the amount of ***** I called leasing office left vm & corporate left vm no one returned my call. I want to know where the rest of my refund deposit is? I waited almost 2 months and Im still battling with Dominium! Worst company to rent from. It caused me stress during my pregnancy and depression dealing with black mold situation. Hopefully I receive what I was told I would be refunded. Appreciate if someone calls me also to rectify this situation.

  Business response

  06/20/2023

  **************-

  I researched your deposit refund, and I see there was an error made.  The error has been fixed and the remainder of your refund in the amount of $269.00 is being sent to you at the address provided to the office at PineTree, the tracking number for the ***** is #************.

   

  Best Regards,

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

  Regional Manager

  Customer response

  06/20/2023

   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.

*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. ↩