Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had been renting a 650/sqft apartment from TruHome Property Solutions for about a year, paying $750/mo in rent. December 27th my floor in the main bedroom was soaking wet and the room smelled awful. The same day I made a ticket and they came out the next day with fans and a dehumidifier that I then had to run and they said they would come back the next day. I called their line the next day and no one contacted me. I called multiple times over the next few days and into the next week through their ticket portal, to the maintenance line with no answer, their main line assuring me someone would contact me and no one contacted me for almost 2 weeks. It smelled horrible in there and I couldnt sleep in the house, my roomate had a horrible red rash on their face and couldnt stay in the unit. I had pets, so I had to travel back and forth from another place I was staying at to let them out everyday and feed them. I was assured on the phone by *********************** I would be getting half rent back, but on my move out statement I was only given about $120 which is nowhere near half of my rent. I feel I should have been given ny entire January months rent back seeing as they gave me horrible service, communication, and my or my roomate could not stay there. I have contacted them NUMEROUS times by email since then. They told me they would look into it. This was on March 19th I was told this, and since then I have emailed a separate times with no reply. I was also billed improperly for cleaning. There was water damage I reported in the bathroom and I was charged for cleaning. Also for the floors which I mopped twice, and was dirtied by the maintenance team. It should not *********** hours to clean a 650 sq ft apartment, seeing as we only left them minimal cleaning if anything. I want my money back for the entire months rent or atleast half of it like they promised. Horrible to rent from and did not respect me.

  

  Business response

  06/10/2024

  We genuinely apologize for the inconvenience you experienced during your stay at our property. 

  We aim to address your concerns and provide clarity on the actions taken.

  1. Credit Issued:
  We issued a credit of $170, which represents half the total rent for the period of approximately two weeks, reflecting the inconvenience endured. This amount was determined based on the impact on your living conditions, despite only a part of one bedroom being affected.
  Unusual Circumstances:
  The water damage incident was an unusual circumstance beyond our control. We promptly responded by sending maintenance to address the issue with fans and a dehumidifier. Additionally, we offered alternatives such as early termination without penalty to mitigate the inconvenience.
  

  2. Communication:
  We acknowledge that our communication could have and should have been better. We are actively working on improving our response protocols to prevent such lapses in the future.
  

  3. Charges and Credits:
  The $170 credit provided was deemed fair, considering the inconvenience and the fact that no charges were applied for carpet cleaning. Furthermore, we overlooked potential pet damage due to the necessity for new flooring, demonstrating our intent to act in good faith.
  Cleaning the apartment took over 14 hours; however, we only charged a portion of this time as a gesture of goodwill.
  

  4. Clarification on Promises:
  According to our records, *********************** did not promise any specific dollar amount. She indicated that the situation would be reevaluated after your move-out, and this was duly noted.
  

  We hope this explanation clarifies our position and actions. We strive to be fair and transparent in all our dealings and are genuinely sorry for any distress this situation may have caused.

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

  Owner/TruHome

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