Complaints

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rent a unit in an apartment building in Kansas City, Missouri, called ***********. In September, I inadvertently set-up two separate automatic payments for my October rent through the online portal and payment system ******* **** ****** (the property manager) required for its tenants. I realized my mistake when I saw the payments on my bank statement dated October 3, 2023. I did not contact ******s because I intended to apply the overpayment to my November rent. On Friday, October 26, we were notified that ******* was no longer our property management company (effective immediately), and we were instructed to pay our November rent to a new company, ******* ******** **********. I emailed my ******* property manager to enquire how my overpayment would be handled and she did not respond. So, I logged into the new online portal payment system, did not see my rent credit, and paid my November rent to the new company. After persistent follow-up with both companies, now I understand that Clemons applied my overpayment ($1750) to my November rent (even though they were no longer the property manager in November) and ******* ******** ********** also accepted my November rent. ******* ******** ********** says that it is ********* responsibility to show that the owner of the building received this money. After more than 20 emails and numerous phone calls, including with the COO of ******* **** ******, I still have not received my $1750. I have been following up on this for more than 2 months. It is also important to mention that in January, our building got a new property management company (********* **********). So, with the multiple changes in management, and I think ownership, I am very concerned that no one will take responsibility for returning my $1750 to me. I am seeking help from the BBB.

  Business response

  01/09/2024

  THIS WAS NOT A ******* MISTAKE and this issue has been resolved with ****** *****. 

  In summary, a new ownership purchased the apartment community she resides at. The new owner of the property received $1,750 for a credit balance for ******** account, with the sale of the property. The new management company did not understand how this process works and would not acknowledge the credit of $1,750 and continued charging her rent without providing her the $1,750 credit. ******* and ****** to continuously reached out to the new management company explaining the credit and providing appropriate documentation. The new management company was replaced and they understood how the process worked and has acknowledged the credit and applied it to her account. 

   This was never a mistake or responsibility of ******* to resolve, rather the new management company/ownership needed to resolve. They finally have. 

  Customer response

  01/14/2024

   
  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.
  
  Sincerely,
  
  ****** *****

*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. ↩