Business ProfileforPalmetto Equity Group

I rented a property in Greensboro, NC from Palmetto Equity Group from October of 2020, to November of 2021. I have an impeccable renter's history, and have had zero issues with previous landlords and my now current landlord. During the time of my rental, I had multiple issues related to both timeliness of communication, and effectiveness of issue resolution from Palmetto Equity Group. The Problems: In December of 2020, I had an issue with my icemaker. I contacted Palmetto on Sunday, December 6th. They confirmed that a third party (Mr. Appliance) would reach out to schedule a repair visit on December 8th. The technician did not make the visit until Friday, December 11th. After the visit, the icemaker started spurting water and the fridge was leaking. I submitted another maintenance request and waited to hear back. I did not receive contact from Palmetto confirming that the third party would be contacting me until December 16th! The issue was not even completely resolved until December 18th. In total, it took 16 full days to resolve this ice maker issue with regular calls and emails to Palmetto. On December 28th, 2020, within ten days of the icemaker issue being resolved, another issue popped up in the property. This was an issue related to my in-unit dryer. A piece of the dryer’s input controls had suddenly stopped turning and we were unable to figure out why. I contacted Palmetto in order to address the problem immediately, per their guidelines in our lease. I am copying and pasting the email summary of what ended up happening during that experience. “As we discussed this morning, I am attempting to make a written record regarding our conversation and proposed steps ahead for this dryer replacement. What I would like to request is a 20% discount on my rent for the month of February if my dryer is not completely replaced and successfully installed by end of day on Saturday, January 30th, 2021. That would make my rent for the month of February $XXX. Following is an outline of the journey I have had to get to this request. I hope you pass this email in its entirety along to the owner of the property so they are aware of what has transpired so far and what I have attempted to do to address this issue in a more timely manner. At this point, I have been without a dryer since December 28th, 2020. I emailed on that date to maintenance@palmetto. I received a response stating somebody would reach out from Mr. Appliance two days later, Dec. 30th. I received a call from Mr. Appliance on the day following, Dec. 31st at 9:15 AM. I informed Mr. Appliance of the part that was necessary to be replaced, originally we thought it would be a knob. They ordered the part and only got a tech out to me as late as January 12th. At that point, tech had been delayed for multiple reasons (Staffing, ordering parts, etc.) By the time the repair tech, J*****, got out to me, he said the whole unit would be replaced because the issue with the knob had to do with the “timer" for the dryer. At that point, I heard back directly from T***** at Mr. Appliance the following: ‘I’m so sorry that J***** was not able to repair your washer. I did look into the "Timer" that would be needed and it seems that the part is on a National Backorder. Meaning that even if the repair was approved, there really is no telling when the part would be available for install. I will report back to L*** at Palmetto Equity so they can move on to replace your unit. ‘ on January 13, 2021. Since then, I have waited for a call from Palmetto informing of updates for the repair process [this email was written and sent after a phone conversation on January 29th, 2021.] I wanted to give your staff time to make the request go through, assuming that I would not need to reach out in order to be updated about the process. The next date of contact for Palmetto that i see in my records is January 20th, 2021, when I had to call your company to check in. I had given you over a week to respond to T*****’s request, patiently awaiting a response. When I called on the 20th, I was searching for an update and got in touch with someone at your front desk. That’s when I was told you would call me back - In fact, that employee at Palmetto assured me that if I left you a voicemail, I would hear back as soon as you got it. I did not hear back until January 25th - Five days later - And I had to reach out to you directly to hear from anyone at Palmetto. When we spoke, you had as of yet not heard the voicemail I left, so I updated you to the situation from there. That began our past week of calls together. [ THIS SECTION WAS NOT IN THE ORIGINAL EMAIL, BUT EXPLAINS WHAT HAPPENED: On January 28th, Palmetto FINALLY sends technicians in to replace my Dryer. When they arrive, they inform me that Palmetto was supposed to have ordered them three separate parts to complete the installation. These parts were listed for me and written on a receipt from Lowe’s. It says, and I am quoting from the document itself, “Didn’t purchase 4 prong cord for dryer. Has to go by store and purchase: 1) 4 Prong Dryer Cord, 2) Dryer Foil, and 3) 2 Clamps.” Following this, I called the leasing agent and had discussion that lead to the following resolution.] At this point, our last conversation confirmed that Property Owner has ordered the missing parts (that were supposed to be ordered originally with the dryer itself for delivery and installation.) They are ordered via Amazon and will arrive tomorrow. You have assured me that I will receive the phone number of your repair technician who will avail himself to be on call for Saturday installation. At this point, if I do not have this issue addressed by Saturday, I expect that at least a 20% discount be applied to the cost of my February rent before I make any payments for the month. If this agreement is not to yours or P*******’s satisfaction, I can be contacted at [Phone number] to discuss how we can make this right.” End of email. This issue ended up taking over 31 days to resolve and Palmetto never once proactively reached out to update me, fix the issue, or address my concerns. After multiple heated conversations with front office staff, and repeatedly denied requests to speak directly with the leasing agent herself, known as Mojgan, I was told that these communication issues would not repeat themselves, that new staff were being hired, and that current staff was going to complete communication trainings. At this point, I was actually thrilled to hear that news. I felt I was heard, and my issues were resolved. Fast forward t June 4th, 2021. I receive notice from Palmetto including the following information. “Your rental payment on Moay 28, 2021, was returned from the bank marked NSF. We hereby demand payment in full for $XXX.XX plus the $XX.XX returned payment fee immediately. Your statement is attached with your total amount due. Payment of your balance due will need to be made with cash or certified funds. Please contact our office if you have any questions regarding this notice.” My response: “Hi, I will return this payment to you as soon as I can. I am currently across the country and will be back on Monday, June 6th. At that time I will make sure my check gets over to you! Thanks, ******” I immediately sent them a check on the date of my return including the extra $XX.XX. What they did not inform me of, however, was that this would result in the closure of my online payment portal for future rental payments. I scoured every inch of my lease with Palmetto for the property, and found no notice of this information. They did not inform me in the NSF email either. So, July 1st of 2021 rolls around and I go to my rental online payment portal in order to make my monthly payment. I attempt to make payment before I go into work that day, and find that my online payment portal has been closed and I am unable to make online payments. As frustrating as that is, however - it is understandable! So I call Palmetto, admittedly very upset at the time, and inform them that I will get them a cashiers’ check on Monday, July 5th. I work ten hour days that span the business hours of Palmetto, with no option to travel to their main office during my work day. I work Thursdays - Sundays. So, Monday is my weekend, and I plan to embark on Monday to their office, having called and spoken with a front office member. I asked the front office member to make a note on my file that I am going to deliver rent on time, but am delayed because of my work schedule. Monday, July 5th, I visit my bank to pick up a cashier’s check for the full amount of rent. At this point, I realize that the bank is CLOSED because of the holiday weekend (July 4th.) I get cash from the ATM, and head to Palmetto. PALMETTO IS CLOSED FOR THE ENTIRE DAY. NO NOTICE WAS GIVEN TO ME THAT THEIR OFFICE WAS CLOSED. I HAVE NO METHOD BY WHICH I CAN CONTACT THEIR OFFICE TO INFORM THEM OF THE SITUATION. I have nearly $1,000 in my hands in cash, and their only method of “Overnight deposit” is an unlocked mailbox at the back of their building, that is not clearly marked and that they do not inform renters of the location. The only documentation they provide regarding the existence of overnight drop off is a specific note to NOT LEAVE CASH IN IT OVERNIGHT. So, I come back upon business open on Tuesday, July 6th, 2021. When I arrive, I speak with an agent, and request AGAIN, that they notate my intention to deliver the payment on time, the attempts I have made to contact them about it, AND request a receipt for the payment. Receipt came two days later with a notice that I had been charged a late fee. Win some, lose some, I guess. Just another frustrating experience. Finally, what brings me to writing this review today, an entire month and 6 days AFTER having moved across the country - I am still waiting on Palmetto provide me 1) an itemized receipt for my security deposit return and 2) ANY PROOF THAT MY SECURITY DEPOSIT HAS BEEN SENT OUT. On November 9th, 2021 - 8 days after having vacated the property and emailing Palmetto Equity to inform them of such, I send the following email to the information line. “Hello, I have not received any contact from Palmetto regarding the return of my $XXX.XX security deposit for 3************** Greensboro NC since moving out last week. When can I expect receipt of that payment?” For the first time EVER - I receive a response from Palmetto within one business day. They respond at business open - “Hi ******, Deposit will go out within 30 days of you vacating the property.” A few emails are exchanged later, wherein I have to proactively say, “Do you need a forwarding address?” and provide them my forwarding address for the deposit. Wednesday, December 1st, 2021 I email Palmetto Equity Group the following: “Hi, I am emailing to confirm / request a receipt for my security deposit having been sent out if possible. Thank you, ******” I am writing this on December 6th. They never replied to that email. I called Palmetto on December 2nd, to request an update. An office worker informed me that they would have them send me the receipt right away, and check into whether it has been sent out. THEY COULD NOT TELL ME IF IT HAD BEEN SENT OUT. I wake up the morning of Monday, December 6th to find that they have not sent me any receipts as requested. I have called them four times this morning. After the fourth call, a voicemail to the lead agent, and an email, I was able to receive a response. I will include, again, the full text of the email that I sent, the response I received, and the follow up. “Hi Mojgan, Please call me immediately at (XXX) XXX XXXX. I have been patient and very responsible in contacting Palmetto for release of my $XXX.XX security deposit. As you can see here, I emailed proactively at the beginning of November to both: ask how/when I should receive my deposit AND I attempted to provide your company with my forwarding address per custom. " According to North Carolina State Law, "Landlord must return the balance of the deposit (amount paid minus reasonable, itemized deductions) within 30 days after termination of lease and vacancy of premises.” As you can see, we are now 36 days past date of vacancy. I have called on December 2nd, and was told that Palmetto would get me out a receipt for my request ASAP. As of today, I have still not heard anything. On a personal note - $XXX is frankly a life changing amount of money. I have moved across the country. I cannot afford to wait an interminable amount of time to be told whether I will even get that amount sent back to me. Please do not make me continue to contact Palmetto to get this resolved - I will be contacting you all day today until we can speak and get this resolved! Thank you, ******. “ I call palmetto a few minutes after sending this and request to speak to Mojgan. I am told she is busy, but she got my message, and will be calling me immediately. INSTEAD OF A CALL I RECEIVE THE FOLLOWING EMAIL: “Hi ******, I'm sorry for any inconvenience, I was not aware you tried reaching me. I do not handle deposits, but I did check for you and it has been sent out. I know that the mail has been rather slow, but you should have it this week. If for some reason you do not please email me. “ I Send back: “Mojgan, Has the full amount been sent out? Do you have a receipt or any proof to show that it has been sent out, as I requested on December 1st and 2nd? Frankly, your word that it has been sent out is insufficient to make me feel comfortable that it has been sent out - as you can imagine. The nature of our issue here is one of communication, and has been since I first moved into your property. As to how you have not heard I’ve tried contacting you or your company - That is truly shocking! I have told every person I have spoke with when I call that I want to speak with you directly. Every time I am told you’re currently on the phone or otherwise busy. Not sure whose fault it is that you haven’t received any communication about this - but that is a problem as you can clearly see below! I will have my family members visit Palmetto Equity to pick up a physical copy of the check on December 10th, 2021 if I have not received your check in the mail. I will not bother to contact you or your company via phone or email. As you can see, it is not a method of communication that results in issue resolution. At that point, since your company would clearly have record of the check number used to send the balance, you can request that the check (that’s supposedly in the mail right now) be voided, and the new one issued for the full amount and issued to my family. Thanks, ******” At this point, I have still not received a resolution. I am planning to make another call to Mojgan after posting this on every review site I can find. I hope nobody ever has to work with this company again.