Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a not so good experience in trying to get the correct keys to the apartment we rented, I thought things were better. I was wrong. We let them know on September 7th that we would be ended our lease on the day notes on our lease - October 27th. I paid the rent at that time through the lease end date. I set up a walk through to return my keys to them. I had to call them because no one was there at our scheduled time. Turned the keys in and according to the employee and our lease should receive my deposit back in 30 days. On November 28th, I called for an update and the lady I spoke with said my letter and check were mailed out the week before and to let them know if I dont receive it by the end of the week. I received nothing. I called back on December 4th and was told that the check was wrote out on November 30th and should have been mailed out already. I even verified my address with them. Today, December 5th, I receive a text saying that they mailed my refund check to the apartment address and would resend it. Yes.. the address that I turned my keys in for OVER 30 days ago. The same address they had rented out to a new tenant less than a week after we moved out. Who mails a refund check to the address that you are refunding the deposit for??44 days later and I still have not received my deposit back.

  Business Response

  Date: 12/12/2023

  The refund of the *****' deposit was mailed out. We are not sure why the system printed the check with their existing address, but as soon as it was caught, the check was redirected to the new address given to us. A mistake on our part, yes, but it was corrected as soon as humanly possible. 

  We do not send certified mail with a tracking number, so I have no way of knowing if the envelope has made it to ************** or not. I can attest to the fact that other checks mailed out after **************' was, cleared the bank several days ago. If she has not received the envelope, the problem likely lies with the post office, which we have no control over. 

  Thanks. 

  Customer Answer

  Date: 12/12/2023

  Complaint: 20985434
  
  I am rejecting this response because:
  
  As I stated on the phone with one of your office members today, I have not received my check (as of December 12th) 7 days after it was allegedly mailed out again (December 5th).
  I had not received a single piece of correspondence from anyone from the time I turned my keys in on 10/27 until today. I finally was able to get an email with a letter stating my refund amount. I also received another email that included a check number and amount (although it was not a copy of the actual check or had anything with a date on it). 
  This matter will be resolved when I receive my deposit back. Period. 
  And I will absolutely let people know MY experience with this company as it is my right to. Its not about ruining your reputation as you said to me over the phone. Its making sure this doesnt happen to anyone else, that maybe you change something in your policies.
  I have given you until Friday for me to receive my check before going and filing a case with the courts only because I was finally able to get proof that I was getting my full deposit back in an email sent today.

  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/13/2023

  I have received my deposit check and would like to close the complaint.

• Initial Complaint

  Date:03/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first complaint is the driveway is need of much needed repairs. I had notified them multiple times through phone calls and I also contacted the **** ** ******* to see if it was their responsibility or the property management's responsibility. They said that it was the property management's responsibility. My second complaint is that the dumpster has 3 mattresses and 1 hot water heater by it. I informed ******* ******** Management and showed them a picture of the trash. The lady smiled at me and said the landlord's are not going to keep paying a bunch of money to get that stuff removed. She kind of shrugged her shoulders at it. I informed them that another tenant had been throwing food outside their apartment and not walking it to the dumpster. They said oh well. I told her it was whole oranges and they said at least they are biodegradable. There is also a broken wine glass under the mailbox. I was told over the phone that that was not their problem. I told them that you are the property managers and this is your job responsibility. I would like a refund of my deposit, the full $700.

  Business Response

  Date: 03/02/2023

  In response to ********* complaint: 

  The driveway is in need of repairs, to which we have had filled and patched 2+ times in the year that we have managed the property. We also have estimates from contractors to resurface the asphalt portion of the parking lot. HOWEVER this does not, in any way, make the property inhabitable or inaccessible. It is no different than a gravel road or driveway with a few potholes. 

  The trash around the dumpster is out of our control. When messes are reported to us, we send someone to pick up the excess trash. We have paid several HUNDRED dollars picking up trash and furniture that tenants leave by the dumpster. This is not our responsibility, it is each individual tenant's. But we have it done continuously to keep the place from looking trashy. 

  We are the property managers- we lease the properties, collect rent, schedule and perform maintenance at the owner's direction, and do our best to maintain the grounds at all complexes we manage. However there comes a point that tenant's have to be responsible for their own negligence and filth. I cannot be at the property day in and day out following tenants to the dumpster, etc. 

  If you asked ******* how the property has been cared for over the past year, as opposed to how the past owners & managers took care of it, I believe she would say (as she has told us MANY TIMES) that we have done a much better job at managing and taking care of the property than they did. Tenant testimonies, photos, and paid invoices for repair work/ updates can attest to that. 

  Per ********* lease, as well as ******** ***** *************** **** no deposits will be refunded until the property has been vacated. We have 30 days after possession is returned to refund any deposit due to the tenant OR submit a letter in writing of what charges they are still due. If/ when ******* leaves, a letter will be sent to her itemizing what she owes or what will be returned to her. If she is requesting her full deposit back, I strongly recommend she pay close attention to her lease and leaves the property in an appropriate condition, as well as pay rent for the time she is still occupying the property and until her lease is up. 

   

  ********  ******* ******** ******* 

  Customer Answer

  Date: 03/02/2023

  I have reviewed what Lebanon Property Management said and here is my response I was gaslit by employees there stating multiple times that no one had informed them about the driveway when I know I had called more than seven at that point there are in fact more than five potholes in the driveway and two cars cannot pass without hitting one or multiple of the potholes that could severely damage your car. I would like to point out that gravel roads are typically graded and our driveway is not. dumping two different piles of gravel over a half a foot higher than the rest of the driveway without grading it is not fixing the problem I do understand that asphalt for the rest of it takes time but those potholes specifically on the asphalt towards the entrance are so horrible that if your car was to hit them it would be damaged there is no doubt in my mind and no attempt has been to fill those at all not even a little bit of gravel to make it less deep. I'm quite sure that all of the mattresses that are out there were dumped by tenants who have moved out and the hot water heater I believe was dumped by one of their own maintenance men but those have been out there for 2 months. all I am asking for is once I move to get our full deposit back. I would love to get an itemized list of anything that they feel would be on us because I have pictures in which I have no problem providing upon the day we first moved in here showing all of the damage we moved into that is not our responsibility to fix before we move out. Lebanon Property Management says we do our best to maintain the grounds at all complexes but when I have informed them multiple times of issues around here the responses are that's not our problem... but it came to maintaining the grounds around the apartments. I just want to make sure that we aren't going to get taken advantage of more than we already have been living here.
  

  Customer Answer

  Date: 03/02/2023

  Along with the previously stated i also had called lebanon property management a couple of months ago to confirm the end of our lease and was told the 31st of March. I also had my husband call a couple day later to confirm because it didn't quite sound right they told him the same March 31st. I called about 4 or 5 days ago after checking our lease agreement again and asked the same question was told the same answer. I then asked why does my lease say it's the 8th of April they asked me to hold while they check. She informed me that our lease is different from the ones they do there (which was already known) so the correct end of lease was the 8th of April. I asked if we had left March 31st because we had been told 3 times by lebanon property management would we have been charged with breaking our lease she told me yes. I then asked about the 30 days notice which I was informed "it doesn't have to be 30days it could be 60 or 90days and if you don't move just tell us and we will throw ot out" I informed them I'm not comfortable with that and they informed me that it was no big deal to sign it early after saying no a second time she still persisted. When she seemed to realized I wasn't going to sign it early she asked if she could go over it with me, I said that was fine she read it to me then said see so it's no big thing to just sign early. I informed her again thy we wouldn't be doing that but thank you for the information. Today when I was in there at Lebanon Property management I was badgered again to try to get me to sign the 30-day notice early when I informed them I am not comfortable with that I was also informed by a lawyer (also my father) not to sign the 30-day notices until it is 30 days. I got questioned as to why I won't just sign it I had already informed Lebanon Property Management multiple times multiple different people that I am not signing that 30 day notice early no matter how many times I am asked. These situations in particular were not handled professionally at all and it makes me wonder why they are so persistent to have me sign my 30 days early it is very unprofessional for them to Badger their tenants into signing things especially when told no more than three times. I'm sorry I forgot to add this in the beginning I do know that there is a lot in this report thank you for your time I hope this can be resolved as quickly as possible.