ComplaintsforLuna Properties LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against my landlord, Luna Properties, regarding their handling of my security deposit for the rental property located at *********************************************** Upon vacating the property on 5/31/2024, my landlord scheduled the move-out inspection during the last day of our tenancy without attempting to coordinate or accommodate our availability. This scheduling oversight prevented me from participating fully in the inspection and addressing any concerns regarding the property's condition before finalizing our departure. Prior to moving out, I ensured that the premises were professionally cleaned at my expense. Despite this, the landlord has withheld $930 from my security deposit for cleaning expenses. However, they have failed to provide a detailed itemization or checklist outlining specific areas requiring re-cleaning or any deficiencies noted during their inspection. This lack of documentation and explanation makes it difficult for me to understand the basis for such deductions. Furthermore, I was not given 24 hours to re-clean the unit after the inspection, as is standard practice, to address any specific cleaning issues that *** have been identified. Additionally, the landlord has deducted a 20% handling fee amounting to $193 from my security deposit. According to Montana law, deductions from security deposits must be reasonable and supported by evidence. The imposition of a handling fee without adequate explanation or justification appears to be in violation of the Montana Residential Landlord and Tenant Act. Given these circumstances, I am requesting the immediate return of the full amount of my security deposit, totaling $1,123. The lack of proper documentation and justification for the deductions necessitates this request.

  

  Business response

  07/26/2024

  The move out inspection was scheduled with the tenant for May 31, 2024. We did provide an opportunity for the resident to be present at the move out inspection, but the resident was unable to meet the time, despite **** providing the schedule well in advance.
  
  A 24-hour notice was sent via email after the inspection on May 31, 2024, with a copy of our cleaning checklist. A **** representative, *********************, sent the initial email and corresponded in several emails with the resident about specific details of additional cleaning items needed like cleaning the blinds, wiping down windowsills, cleaning the interior of the oven and dishwasher, removal of personal items left behind, baseboards wipe down and cabinet wipe downs.
  
  The resident did respond to our correspondence and returned to the property to complete the additional cleaning. With that said, a professional third party cleaner was hired to finish the cleaning that remained after the additional cleaning was completed. 
  
  However, after further review of the photos and correspondence with the resident, and recognizing the residents efforts to comply with our cleaning requests to the best of their ability, we are in agreement with the resident and will be refunding the cleaning fees and handling fees withheld from the security deposit.

  Customer response

  07/26/2024

   
  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. I disagree with the details provided in this letter about communications, however I am satisfied with the resolution to return the remainder of the security deposit. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December of 2022, I started a lease for an apartment managed by Luna Properties and paid a security deposit and an additional pet deposit for both (2) of the animals living with me. The deposit rate was $500 per animal. During my time as a tenant, I adhered to all policies and requests made by ****. When my lease ended and I vacated the apartment the incoming tenant paid his security deposit to me for the apartment but not for the animals due to the price discrepancy. When I contacted **** for my pet deposit, they reported the new tenant was supposed to pay the full deposit for 2 animals rather than 1. In the lease they provided him however, the expected deposit only reflected one animal. I have not been provided with a return deposit or a reason why the rental company felt it necessary to keep the deposit. When I contacted them to return my deposit, I was told they could not because their systems would not allow them to and I needed to request a $1000 deposit from the new tenant rather than him paying the $500 deposit reflected in his lease. When the new tenant contacted the rental agency he was told he would not need to pay any pet deposit because the original pet deposit I paid, covered his animal.

  

  Business response

  10/29/2023

  Hello- we have reached out directly to the tenant to resolve the refund for the pet deposit. While it is company policy to not refund security and pet deposits on roommate exchanges (and communicated to all parties prior to exchanges that any deposits are settled between tenants moving in and out), in this case the tenant vacating had 2 pets and the tenant moving in only had 1 pet. Therefore we can refund the tenant moving out for the 1 pet. 

  Customer response

  11/05/2023

   
  Complaint: 20718514
  
  I am rejecting this response because: the stated response is not what was relayed to me when **** reached out. They conveyed to me that I could not do a roommate exchange when I moved out then identified it as an exchange after. When I spoke to them after filing the complaint they again said the roommate needed to pay for both animals and that they would convey this to the tenant. His lease does not reflect that amount and their response here does not reflect a plan for refunding a deposit to me. 
  
  Sincerely,
  
  *****************************

  

  Business response

  11/28/2023

  Hello - have reached out to ************** to confirm her mailing address. We will be returning the full pet deposit of $1000.00.

  Thanks, Shannon 

  Customer response

  12/04/2023

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

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Luna Properties LLC took our entire deposit ($1750) upon moving out after living at ******************************* for three years. We have tried contacting them to dispute the charges, but they have ignored my roommate and me. I have attached the documentation showing the charges and a letter we sent in response.

  

  Business response

  09/02/2022

  ******:

  You were provided a move in inspection report at the start of your lease. After review of your move out inspection and photos of that inspection which clearly show the cleaning issues,  the property was not returned in good condition. Pursuant to MCA *********, we provided 24 hours notice with a cleaning check list of items that still needed to be completed. This was your opportunity to clean the property and bring it back into good condition before we hired a professional cleaning company. The cleaning was not completed and therefore a professional company was hired to complete the work. 

   

  Thanks,

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

  Owner, Luna Properties, LLC

*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. ↩