ComplaintsforSouthwood Realty Company

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the application process they stated that 2/3 of the applicants inserted the wrong ssn and asked for $60 more to be re-screened. The application disappears from the applications portal and is unavailable to be reviewed by the applicants. Upon asking for proof of the ssn we entered, the 6 people I spoke to could not provide an answer and stated they cannot see my our application due to confidentiality issues. Upon asking if we could get into contact with someone from the applications department, they said we cannot speak to anyone there because of their inability to interact with prospects or tenants. Upon asking to be put into contact with the regional manager, they said the regional manager will not speak to anyone that is not a current tenant. I believe this is a scam that is targeting people that are younger or do not have the money to take legal action against such a large operation. This entire process of them continuously requesting more information or more money to complete the application has take more than 2 weeks and has therefore impacted our ability to move on the date scheduled. Additionally, they have made it impossible to request a refund due to all of these charges being related to application fees. All in all, I have payed $110, and each of the other two applicants have payed $75 for a total of $260. If we payed the extra $60 they requested, they would have made a quick $320 just in applications fees and could have likely rejected our application.

  Business response

  08/01/2024

  We use a 3rd party screening company to process all applications.  The initial information was directly entered by the applicants themselves which goes directly through to MRI Resident Check for processing prior to Southwood beginning the verification process.  I have attached copies of denial letters with the contact information for the initial application for *********************** that was denied for a false SSN, process date 7/22/2024.  When rescreened with the correct SS#, the second letter on 7/23/2024 reflects her portion of the application is approved with no issue.
  Also see attached the denial letter for *********************** who is being denied for a false SSN. We have not rescreened this applicant with the correct information as we have not received the rescreen fee. ***************************** of the application was approved upon the initial submission; however,the unit decision as a whole is still being denied due to the third applicants portion.
  We will complete their joint application now and send those denial letters to the applicants
  They can reach out to Resident Check to confirm what data was originally entered, which should alleviate any concerns.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have moved out of the Reflection Pointe apartments in *********, ** ***** within the last month. we have requested maintenance to do something about the mold 3x since jun22. Weve had to clean/ scrub it up ourselves in every room. I would hear water leaking somewhere above our apt as well which tells me there were busted pipes which was also passed onto the front office. **** would accumulate soon after it was cleaned, it even reached my daughters medicine cabinet and on her oxygen concentrator which is hooked directly to her ventilator, having to replace the filters often. I made sure to take pictures which are attached. ******* began in June of 2022 and when we moved out june24 we got charged for damages to the refrigerator drawer, the microwave and sticker removal. the microwave still worked when we moved out because we used it before leaving. They kept the security deposit of $250 and added $579.73. I dont feel that we should have to pay that due to the requests it be taken care of. Its apparent they didnt lay a moisture barrier before building a multi-million dollar complex nor have quality plumbing done on brand new apartments otherwise the it wouldnt seep down from the ceiling and gather on the floors. My daughter has a compromised immune system. She has chronic respiratory failure, on a ventilator and has a tracheostomy. She is also quadriplegic. she has acquired some Viral infections while staying there, so the mold could have very well contributed to those infections. We were in a *** handicapped apartment with various other issues and was not cleaning upon moving in. Im just requesting the bill be lifted although payment was sent in. $505 for patches to be filled in from hanging up my daughters artwork in her room is just ridiculous and nowhere says you cant do that just cant drill or nail holes. you cant paint either so how would someone be able to fix something like that. Not even a cups worth of paint would be needed for the patchwork.

  Business response

  06/25/2024

  We have pulled the account and all maintenance request for this unit.  The only issue was mildew and condensation forming on surfaces due to the extreme high humidity in the unit.  This is caused when the temperature in the unit is not properly managed.  The maintenance staff and management advised the tenants to run the A/C and exhaust fan to regulate the temperature in the unit.  This was not done therefore the mildew and condensation continued to form.  

  Respectfully

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *********************** representative for Southwood Realty at ************************* has violated my lease. She failed to provide proper notice to vacate, she prevented me from paying my rent online as per usual by charging me a full months rent for **** when my lease terms on 6/7. She has constantly sent harassing letters due to a mental health issue of my minor child. She purposely send out an email closing the office on 6/8 attempting to deny me my full day to move out on 6/7. It is a fair housing law violation to discriminate against anyone even a minor occupant based on mental health. She then stated she would charge me a late fee although she prevented me from paying online. She requested I pay via money order although she stole 2 money orders from the property in October when Southwood realty had a month from buying the property. She then became defensive and angry when I advised her the money orders were signed ******. I would love for her to explain to a judge why she would prevent timely rent payment and charge a full months rent on a lease ending 6/7. I can provide documentation as needed. She stated Southwood realty alleged notice to vacate time frame dismissing my binding lease showing 60 days not 30. Shes also stated ok multiple i via email that she cannot provide me with information for corporate

  Business response

  06/06/2024

  We have reviewed this account and there have been multiple complaints from neighboring units about the noise, disruptive behavior and loud music coming from this unit resulting in local police being called out to assess the situation numerous times.  We have not been made aware of any issues with a minor only adults either residing in the unit or visiting the unit.    All tenants and their guests should adhere to the community polices so that everyone can live peacefully.  We have sent notices to the tenant of the lease violations making them aware of the issues and complaints with no resolution.  We did send a Non-renewal notice to the tenants I have attached the notice for your review.  As for the requested payment be made in the office rather then online that is so a partial payment could be made as online payments will only allow you to pay the full balance not a pro-rated amount.

  Customer response

  06/06/2024

   
  I am rejecting this response because:
  *********************** has multiple emails regarding my child who has mental health issues. Multiple police reports EMS and mental health providers have come to my home on numerous occasions. My last email regarding this with *********************** clearly stated that my child was receiving intensive in home therapy and things were under control. Then she had the tenant who she transferred to the 5000 building above me pass by my apartment door to record my newborn crying. No music comes from my apartment. In fact the music comes from apt 103. They illegally rented a 2 br apt above me to 6 adults and 3 dogs. There are no other adults other than the ones I have for services. I have 2 small children and there would never be Loud music coming from my home. ********** emailed stating she understood, she allegedly send notices to the people she transferred about not coming to my door or stalking me and then said it was now a police matter. I have all of the emails, ring camera footage as well.

   

  I paid with money order once when they took over the property and 2 of my money orders were stolen by their property manage, which I also have proof from western union. Not in a million years would they tell a judge under the court of law that they must charge me a full months rent online, their manager did not want to provide me with the prorate amount. They have prevented me from paying rent on time and cannot charge me a full months rent online to prevent online payment. My rent has always been on time and they are doing this to be spiteful because of the public review. I can and will provide all the emails with ********** regarding the upstairs tenant, my money orders she stole and the unreasonable idea that all of a sudden I cannot pay online because she cannot prorate until 6/7.

  Business response

  06/06/2024

  We would be happy to review the information the tenant is referring to but I cannot seem to find it uploaded if it has not been uploaded please notify us once it is so we can complete the review.  Otherwise our position on this matter is closed.

  Respectfully

   

  Customer response

  06/06/2024

   
  I am rejecting this response because:
  The system is not allowing all images and videos stating its too large, have them provide the regional managers email or any other contact where ********** will not tamper with the evidence, she has the emails as well shes been aware of my minor daughters issues

  However **** was very well aware of the issues my minor child was facing, I called the police I called ems I called mobile crisis I expressed to her when I was getting the intensive therapy for my child. The music and the alleged noise is bogus, no adults frequent my house other than ems mental health professionals or police for the same reason. It is a fair housing violation. I will gladly take this to court, explain to the judge why you barred me from paying online, the system wont allow you to prorate until 6/7? I also have that email ****. I have a lot of videos of the tenants she transferred to building 5000 and she has them too. Theres no regional manager to speak to there is no attorney, apparently the only contact person is **********, its discrimination and it is a violation how can you not allow someone to pay? Does the system magically allow the correct rent amount to be charged on the 7th but not on the first when rent is due? 

  Business response

  06/07/2024

  We have contacted the property staff and we are waiving the late fees on the account for this month.  The resident is vacating the unit today therefore any rent owed for the 7 days of **** can be deducted from the security deposit that was paid in on the account if she does not wish to pay in the office as requested.

  Respectfully

   

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There has been constant noise coming from the unit above. There is constant stomping, banging, sounds like someone is being thrown to floor (Beat) and this goes on for hours. It will stop for 30 minutes or so and start back up again. 12/11 police called on this day.I told the leasing office that they have been talked to twice about this. Now I'm the third time. I expect to have a plan ofaction. 12/11: and email went out to building 1010 addressing noise issue from onsite management.12/11: Police came out again around 8:50pm.12/12: Today is very quiet. No issues12/13: Noise started around 5:30pm at time but wasn't so loud. 6:05pm some noise.12/17 - 12/23 Monday through Wednesday: Noise was minimal. Thursday Noise started to get louder, stomping, banging, sounds of someone falling. Dad(***) yelled to stop all that noise. Friday: Stomping, Banging stopped around 10:10pm.Saturday 12/23 Dad (***) went to the leasing office about the issue, he was told, they upstairs residents said they were not being loud. *** advised that he had no reason to lie and that we (*** and *******) would end up moving. At 10:34am another notification went out to building 1010 addressing the noise issue.12/24- 12/30 This week has been quite. The lady in the white jeep seems to have been the only person up there. When she leaves there is no noise. 12/31- 1/6 Sunday (12/31) has been the most noise in the past week. **** was gone for about 30 minutes this morning around 9:45am. Once keep returned and the noise level went up. Around 1pm white **** leaves again, but a male is left behind and he is stomping, banging and just making noise. As of 2:43pm **** is still gone and male as subject is still present at the unit. 1/1 Noise level was the same of as yesterday. She left and the stomping, slamming continued.1/2 the stomping, slamming starting around 7:45am. At around 9:14am the ************************* left and the noise stopped. The ************************* returned around 9:25am, the noise started again. **** left 10:20am. From that time until 10:35pm it was quite. Once they arrived home you can here the stomping, banging falling to the ground. I heard noise until1/5 12:05am.... I (*******) was awaken but the sounds of stomping and sounds of fighting. It sounded like someone was trying to run away upstairs. I pulled out my phone to see if I could pick up the sounds from upstairs.1/6/24Very Quiet.... Not really any noise.1/7/24 The day started very quiet until around 6:15pm. It sounds like someone running and then falling. I could hear stomping, banging running. I left out around 7pm to run an errand, noise was still happening. I called dad (***) while I was out, he said the noise was minimal at that time around 7:25pm.1/14 - 5/15Noise is minimal when the male is not there. We pay our rent just like they do and should be able to enjoy this apartment like everyone else.

  Business response

  05/16/2024

  We are aware that the residents are having issue with the noise from upstairs neighbors we have not had any other complaints on this unit but certainly understand how it could be difficult for the residents.  We are willing to allow ************** to vacate their unit without penalty as I do not think relocating to another unit is going to stop the noise levels from the upstairs neighbors.  We have instructed the property staff of this decision and they understand the residents will provide a 30 day notice and be allowed to break their lease agreement without any lease performance fees being charged.   ************** will just need to contact the office to sign the 30 day notice and arrange his vacate date. 

  Thank you for your time and assistance with this natter

  Respectfully

   

  Customer response

  05/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the evening of Sunday, May 5th, I logged onto my computer to pay my rent to Southwood Realty renter website thru MRI software company that we must use as residents of The Commons of ********************. I recently received a replacement debit card to my SECU account, however when I tried to add my new card information their website is so inept that there was NO WAY to enter my card number, expiration date, or security code in order to pay my rent. I rebooted several times and tried also to do it on my mobile phone, this option had a way to put in my card info however it did not ask for a security code so the system kicked back my card as a "duplicate account" and would not accept it bc it had my other card info in there from past payments. The website gives the resident NO WAY TO DELETE your payment methods or put in new ones. The screen is simply blank, and the only thing that opens is the flex rent option which I am not interested. This company has a terrible reputation, has a very glitchy and unreliable website, and is NOT BBB accredited. I am now concerned with no way to pay my rent thru the site that I will be charged a late fee when it is not my fault, and I have/had the funds to pay my rent on time as I have always done. If I am charged a late fee for my rent because of this fiasco I would immediately like to be reimbursed for any fee incurred. PLEASE NOTE: I did take a video that shows the process of trying to add a payment method but it is too big of a file to upload, i will be happy to send that to whomever needs it as well as pictures of website error messages etc.

  Business response

  05/06/2024

  We have reached out to the property staff to contact the resident and give assistance with getting the information corrected and also instructed them to not charge any late fees.

  Respectfully

  Customer response

  05/06/2024

   
  Better Business Bureau- 

  After meeting with my apartment complex manager today, they have agreed to waive the late fee and stated it will be credited to my account by this evening so I can then go ahead and pay my rent for the month of May. 
  

  Thank you , 

  ******* Ungaro 

  
  

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their is a foul smell coming from my air vents, I was experiencing numbness in my left hand and foot. Also in my mouth. I woke up one morning and my chest was heavy- so I went to the emergency room.I complained to the office and submitted a maintenance request for an Air Quality Test. I explained to the office I felt like the lady on top of me was putting something in the air vents. Because, the smell was coming out of one vent and I closed it and taped it off, so a few days later it was coming out of another vent, so I closed and taped off that vent. Finally we get to the last vent and I closed it and taped it off and I heard the person upstairs stomp over to that vent and sigh really heavy then I heard a series of what sounded like a tantrum kicking and ranting.I was told by management that they do not do AQT and there was nothing they could do, and I was made out to be a joke/crazy lady. I was told if I smell the smell again to call the police.They never came to my apartment to check the vents or anything. They called me 2 weeks later and wanted to send some one up to look at the air duct in the laundry, which I told them I heard someone messing with it and saw it moving. They stated the upstairs neighbor must have been walking across the vent. Dont know how, I could not walk on my downstairs neighbors vents? I declined the service because I already had everything packed and moved out 2 days later. I decided my health was more important than any lease I have with the company. So I vacated the unit and am now facing a court hearing for eviction. No one ever asked me was I OK, or did I have somewhere else I could go while they look at the issue, or even offer me another apartment. My health was never an issue to them. The location was *********************** Apartments in **********, **.

  Business response

  04/29/2024

  This matter is being addressed by legal counsel and we decline comment.

  Thank you 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me and my fianc have lived at ************* of Mount Holly for three years now and it has been a complete nightmare since week two. Our upstairs neighbor has a kid that likes to run through the *********** up and down and scream. The first time we called the front office to complain about the noise we were simply told well let them know. Things immediately got worst and the upstairs neighbor started being even louder, calling us racial slurs, cussing at our camera, dumping food and cigarette butts off of her balcony and so much more. Local law enforcement has been involved a few times and we have been told that cloisters needs to handle the issue but cloisters will tell us vice versa. We have sent well over 20 videos to prove that the noise is more than typical apartment living noise. Some videos you can see our fan blade shaking from them being so rowdy upstairs. The only solution we have been given is to PAY extra to move to one of the other luxurious living properties, no thanks. Southwood Realty hires the most unprofessional people to run and maintain this property. We have countless videos of incidents that have taken place in the three years that we have been here. Trash all over the property that the lawn people just eventually mow right over or blow into the woods, maintenance guys spraying paint into the woods, raw sewage exposure from a pipe bursting, cars being broken into, and much much more. We have an opportunity to move from the property but it would mean that we leave with one month still remaining on the lease. We have tried to work with front office on a solution considering all of the nonsense we have been through due to this company and they refuse to work with us. Southwoods lack of compassion is incredibly astonishing. Videos can be provided upon request and also more pictures if needed.

  Business response

  03/26/2024

  We have reached out to ************** and told her we will allow them to vacate without any penalties.  They just need to communicate with the office on the move out date.

  Thank you for your assistance with this matter.

  Respectfully

  Customer response

  03/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I had left the palisades of ************ in AUGUST of 2021 on military orders to ***************, but was somehow evicted several months after I had already left. I provided notice of my leaving as well as my military orders, but the managment of the apartment seems to have lost it during a switch to become a paperless company. I am filing this complaint in the hopes of disputing the eviction as it is making it difficult to find housing. Enclosed is a copy of said orders that show my report no later than date was in AUGUST of 2021. Please get back to me for any further information that you need or any updates to the eviction. Thank you.

  Business response

  03/12/2024

  We have pulled the account and did not have any record of the deployment paperwork.  It appears they did try to contact the numbers provided without any success.  Since ************** has provided the necessary paperwork we are working on having this removed as quickly as possible.  Our apologies on this matter and appreciate your patience while we work with the proper agencies to correct it. 

  Respectfully

   

  Customer response

  03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into the Palisades at ********* at the end of August 2023. Upon moving in, I paid a prorated amount of the remainder of August (about one week) & the first months rent of September. I interacted with only one person during the entirety of the transaction & move in process through email & in person. Her name is *****. When I met with ***** in person to put the money owed down & receive my key, she verbalized to my roommate & I that we would not owe rent again until the month of November. We also received a paper copy as apart of our welcome letter stating again that we would not owe rent again until the month of November. We also received an email through Palisades written by ***** claiming again, that we were paid in full & would not owe rent again until the month of November. It wasnt until the end of November when we called up to the office asking if we could bring them up Novembers rent that they told us we had an outstanding balance for October as well. I explained to them how we were informed otherwise, & they told us they made a ********* would still owe the money due. We tried to argue it but they said ***** made a mistake that she is human & that we would still owe a month in addition. We have been fighting against our will to pay this balance but they will only accept the payment in full which is unaffordable for us right now & is accruing late penalty which is making it far more unattainable for us. They have given us no other option as help other than to only wave a late fee for 1 month. Our lease is up in August & ultimately we would like to move out without having to break the lease & only have to pay what we intended to pay to begin with.

  Business response

  03/12/2024

  We have reviewed the account and agree that this was a typo on the email but the email also says that this includes your prorated rent amount and or 1st full months rent.  We have attached the reservation letter that was signed by all parties in acknowledgment of what would due at move in listing what all it covered.  We have discussed with out legal department and feel that we are within our legal rights to seek payment as billed.  

  Respectfully

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I suffered great lost from toxic black mold in my unit at ******************************** apartments. Both my daughter and myself suffered multiple health symptoms and are still currently dealing with symptoms even after moving. After discovering a large amount of black mold on Nov. 3, 2023 I asked to be transferred to another unit, put in a hotel, or to be able to break my lease a month early - however all requests were denied. They surfaced treated the wall, however the mold had went through walls, was in the **** unit, in the carpet, and in the floor underneath so they did not fully remediate the issue. I told the landlord the issue was not resolved as both myself and my daughter kept getting sicker after they supposedly fixed the issue. I did at home mold test kits and all of them tested positive for multiple strains and grew rapidly. I notified the front office and I was told the issue was fixed by their standard and they were not required to do anything else. I then hired a professional mold testing company to come out a few weeks after they stated they fixed the issue and when the results came back he said the toxic black mold strain was extremely dangerous, very high spore count, and we needed to vacate immediately. He also advised that by them just spraying the wall and not sealing off the area that they made it worst and caused more cross contamination. He also did a air quality sample and due to the numbers being so high said all porous items such as clothing, linen, furniture, mattresses, everything cloth/fabric had to be discarded. We lost so much. The landlord has not been cooperative with the renter's insurance company as I filed a claim because of losing everything and the insurance company has been calling the office and they have not called them back. I have been waiting since November to get this resolved. We are thousands of dollars in the hole of lost property. They even charged me for the remainder of the lease even though I had to vacate early

  Business response

  02/29/2024

  We have reviewed the account for **************** and our records indicate we have provided agent *********************** with Assurant all attached documents on February 26th via his email address.  After reviewing the attached documents and photos taken after the repair was made as well as the photos taken after the move out we do not see any signs of organic growth however there was extensive damages to the carpet and padding cause by an unauthorized pet in the unit.  

  Thank you as always for your time and assistance with this matter.

  Respectfully,

  Customer response

  03/01/2024

   
  I am rejecting this response because: there was still toxic black mold in the unit beyond the date of the pictures they submitted. They treated the outside of the wall on Nov 3, and Nov 9th, replaced the carpet on Nov 13 and stated the issue was fully resolved. However the professional mold inspection company came out and tested on Nov. 16 which is beyond the date that they said treated the unit and said it was resolved. The company advised me that the lab company reports shows air quality sample of the unit that the specific dangerous mold strain Chaetomium should be at *** of 2 spore count and it came back at 1873 spore count which almost 1000 times and that we needed to vacate immediately. In addition he stated that he could already see the mold returning behind the painted walls. He also stated since they did not seal off the area when treating that it made the issue worst by cross contamination. The air quality sample covered 1000 square feet and with that level of saturation of mold spores, all porous items including any furniture is contaminated. I was advised by professional mold testing company that all porous items were contaminated. The results on the Nov 16th shows proof that the unit was still contaminated and the lab report shows proof of the air quality of saturation of toxic black mold. 
  
  

  Business response

  03/04/2024

  The repair was made in a timely manner and it was repaired according to the standards for such incidents.  The items that were left in the unit was not furnishings, clothing or bedding.   As previously stated we provided the insurance company with the information we have but cannot give testament to the existence of organic growth as it was not apparent on any trash left in the unit nor the unit itself.  This matter is between resident and her insurance provider and we consider it closed on our end.

  Respectfully 

*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. ↩