Complaints

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid ****** in rent electronically on Dec. 3 my landlord said they didn't take it but they did now they are saying they refunded it but my bank says no

  Customer response

  01/04/2024

  Situation was resolved thank you for your time 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In the contract that I signed on 2/17/2021, It stated that because of the deal Bear Village was running I would not have to pay security deposit, have discounted rent rate and free parking in the 2021-2022 year. On August 13th Bear Village charged me $450 for painting, furniture damage and replacing a bathroom item that all were used when I moved into the apartment on 8/14/2021. On August 31st they charged me 150.00 for sanitation fee which in their lease does state they will keep $300 of the $500 deposit for sanitation and administration fee but they waved my deposit back when I signed the lease. On September 8th, I filed a dispute where they told me to contact ***************************** That week my roommates mom was informed on the issue and went in to the complex to personally talk to someone regarding the charges that were on our account. I didn't hear anything from the complex but waited to see if they would correct my account. On October 19th I emailed the gmail account when I had yet to hear back from anyone regarding the dispute I filed. That day they sent me an email that if I didn't pay the move out charges they would be sending me to collection on November 15th. It wasn't until I called the apartment complex asking for a reply that they received my email that they gave me any indication that they have received my email. I also requested photos on why they would be charging me and the person on the phone said they had no power over that and to email the email they had given me. On the 20th I email and requested to set up an appointment giving them a chance to set something up with my to resolve the claims and they didn't reply until I called them on the 26th where they emailed me and told me that stated that they sent me an email that they had receive my claims and they are working on the disputes in the order they came in. We are two weeks away from sending me to collects and they haven't given me any proof on why they are charging me what they are.

  Business response

  11/08/2022

  To Whom This May Concern, 
  We reviewed the account for ***** ********* thoroughly.  We evaluated her move-out report and compared it to her move-in report, work orders she submitted while living here, notes on the account during her stay, and any photos we had taken on move-out day.  We were able to remove all of the fees for her.  She was notified of this today via email as well.  She was sent a Financial Move Out Statement with a zero balance with our establishment and this is closed now with bear Village Apartments.  If you need anything else, please let us know! 
  ******** ******
  Assistant General Manager 
  Bryan Properties and Bear Village Apartments

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cosigned on this lease for my daughter ******** ***** and my daughter also put me as a person that can contact the business on her behalf. When my daughters lease expired, and she moved out we provided all the information and there was still a tenant in the apartment. We received a bill for Drywall repair $25.00 which we included in the move in checklist that this was damaged. Ozone treatment $50.00. The apartment assigned a roommate that smoked and had a cat. I went to the office with my daughter to try and have her moved because of this and was told to come back, my daughter went back 2 more times and each time told to comeback. My daughter was allergic to cats and being in such a small space made her allergies awful and she had to stay in her bedroom the entire time. Also, on the initial survey stated could not have a roommate that smoked and still got one that smoked. Parking Pass $100.00, this was returned. Mini Blind replacement $25.00, these were not damaged. Partial Paint Common Area $75.00: again my daughter could not use the common area. Full Paint Bedroom Bathroom $150.00, this damage was also included on the check in list. Administrative and Sanitation Fee $300.00 We have called the manager multiple times and she will not return a call. We have also called corporate and left a message only to not receive a response. This is terrible what they are doing to college kids. Not only are they taking the deductible from them, but they are adding additional bogus charges. This needs to be stopped.

  Business response

  10/21/2022

  To Whom This May Concern,

  We reviewed the allegations from ******** **** (guarantor on the account for previous tenant ******** *****).  Below we will address concerns with photos, move in report, activity notes on the account, and signed documents. 

  *** **** states that we “assigned a roommate to her daughter”.  In the activity notes, we did contact *** ***** and let her know that we had a possible roommate as she requested to have one.  Activity notes will also show we did ask permission for the roommate to bring the pet (cat) and she did agree.  *** ***** did know the roommate would be bringing the cat into the unit prior to the roommate moving in to the apartment.  We do not have any notes stating the roommate was a smoker and our property is widely known as a non-smoking property.  If we would have known that the roommate was smoking and violating the lease, we could have addressed this and taken care of that issue.  We have no notes of this issue on the account or a complaint from neither *** ***** ** *** ****.  Our lease does state that any roommate issues/disputes are to be handled between the roommates and we are only available to facilitate in the process.  There are no indications that a roommate meeting was requested. 

  On the second page of *** ******* signed lease agreement, it does clearly state that the $500 deposit put down will have $300 withheld at move out with a possible $200 refund based on the condition of the unit the end of the lease.  The fee listed on her Financial Move Out statement for $300 is consistent with the lease agreement and her signature acknowledging that we only refund up to $200 at move out.  We have attached the signed lease agreement *** ***** signed as well as the signed Guarantor lease for *** **** agreeing to the lease and conditions.

  The charges listed on the Financial Move Out Statement included drywall repairs, ozone treatment, parking pass, mini blind replacement, paint in the common area, paint in her specific bedroom/bathroom, and the Administration Fee of $300 per the lease.  We reviewed *** ******* move in inspection form she referred to in the complaint.  We have attached that to this email as well.  When someone moves out, we do go through the unit the last day of the lease and do our move out inspection.  We take photos and compare them to what our vendors (paint, carpet cleaners, maintenance, drywall, etc.) had to do in the apartment.  We charge based on those items.  With hundreds of students moving out, there are likely things that get missed or may have error.  When prior tenants or guarantors call, we do ask that they email us if they have a concern about a charge or would like to file a dispute if they feel the charges are not warranted so we have written communication and a paper trail to avoid confusion.  We never received any written communication, complaint, or dispute from *** ****.  If she would have let us know, we would have been happy to review the account and remove any charges that were not backed up with photo evidence or items damaged and not on the move in report.  Based on the items she has concerns with, we would be happy to remove the paint charges based on the lack of photo proof and items listed on the move in inspection.  We would also be happy to remove the drywall repair as we thought the move in inspection was referring to a paint patch not a drywall patch.  We will attach photos of *** ******* move out form that she did not turn in a parking pass and claimed she would mail it in.  To our knowledge, we did not receive this in the mail which is why the charge for the parking sticker remained on the account.  There is also a photo of the broken/damaged mini blind.  *** ***** did not have this listed on her move in form contradicting what *** **** claims in her complaint and it was not replaced or returned back in the condition we gave it her to which is why there was a charge as well.  Lastly, there were smells in the apartment that we had to use an ozone machine.  Due to this being in the common area, we do equally charge both tenants in the unit.  If she feels this should only be charged to the other roommate, we cannot prove anything as we did not live in the unit with them, but she is welcome to speak with the roommate and ask for the prior roommate to cover the charge for the shared space if she feels inclined as they are to handle any roommate issues amongst themselves.  With the charges we are willing to remove, this would result in a change to the financial balance.  *** ***** would receive a $25 refund.  Again, if they would have contacted us stating the things they did not agree with, we would have been more than willing to review the account and make any necessary changes for them as we are stating here. 

  We do understand the frustrations *** ***** and *** **** have.  We are certainly not trying to charge anything inappropriately and this seems to be a communication issue.  We take a lot of pride in our facility, and never have ill-will to falsely charge anyone.  We do expect that the students do read their lease and the rules/regulations stated in the legally binding document they are agreeing to (as well as the guarantor).  We did not “take the deductible” from anyone as this was clearly stated in the lease, and are willing to remove charges that there were miscommunications about. 

  Thank you for your time.  Please let us know if you need any additional information or have additional questions.  We would like to have this review taken down as we are more than willing to make necessary changes and do have proof to validate the other discrepancies with *** ****** report.

   

  Sincerely,

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

  Customer response

  10/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  We went to the property manager multiple times to complain, and she was either not in or would tell us to come back. Again, my daughter was allergic to the cat, and we told the people in the office this. We do not have any way to know what you note, but we went there multiple times for this. Me with my daughter and her by herself till she just resigned to stay in her room and take medication which I guess I should have charged you for. 

  
  

  Nowhere does this address how many times, we tried to move because of this. You picked the roommate not her. I will agree to the Deposit forfeiture because I knew you would find a way to do this, but no way will we pay for the smell that you created by letting an animal move in. 

  
  

  I also did take pictures of the parking pass return because I had a feeling you would do this. 

  
  

  Also, they are lying if they say they did a walk through with us at move out because this was not done. 

  
  

  She was never late on her rent even though your management is terrible and did not follow up with her or me as requested. 

  
  I sent contact property management email from the resident portal so you should have a copy of that so not sure why you are saying you didn't complain about this because we did multiple times. Unfortunately, that will not let you see what you have sent. I also called multiple times with no call back and supposedly was transferred to corporate and left a message there and no contact back. Even with this complaint you failed to call me. 

  
  

  The only resolution that will be acceptable is to remove the charges you are trying to bill me now. 

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

  
  

  Sincerely,

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

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