Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against ***************************** regarding the mishandling of funds and unprofessional behavior of their staff at Empire Apartments, 915 Alper Center Dr.On November 5th, I brought three money orders totaling $1,340 to the office for my grandmother's move-in. The orders were $500 each (x2) and $340. ***** assisted me and handed the money orders to ******* *****, whom I saw through the glass wall. ***** then returned with the lease and keys.A few days later, on November 12th, Amandah asked my grandmother to pay an additional $398 without any explanation. Additionally, Amandah blocked my grandmother's payment center in the portal, which required intervention by **** to unlock. ******'s $500 concession is showing on the ledger. However, one of the $500 money orders (ending in 1202) is completely missing from the ledger. Amandah falsely claimed that we only brought $840, which contradicts the fact that keys were handed over. A police report and MoneyGram investigation show that the missing $500 money order was deposited without a signature. Now, Amandah claims it was for a deposit on a separate ledger despite our prior $100 holding deposit and $500 concession.Their handling is fraudulent and deceptive. They have overcharged us, failed to provide promised services, and are scamming tenants with unnecessary fees. Despite numerous calls and emails, ***************************** has not contacted us regarding this issue.I am requesting an immediate resolution and refund of the missing $500 money order. This behavior is intolerable and must be addressed.Sincerely, ***** ****

• Initial Complaint

  Date:01/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved out and handed in my keys ( house key, mail key, fob October 31st, 2023 as well as signed dated paper work at the front desk with the hispanic lady with blonde curly hair. When filling out the paper work, I gave them my new address and asked about when I would be contacted about my deposit. They said it takes about 1-2 months after you move out. I have not heard ANYTHING from this company despite them having my phone number, email and new address after living there for almost 4 years. I am then blind sided from a phone call on January 3rd 2024 from COLLECTIONS saying I owe empire money. Once again, NO CONTACT FROM THEM, how would I even know this? 10 minutes after receiving phone call, I drive there to resolve this because this must be some mistake. They claim I have a carpet cleaning fee, paint fee ( in lease, it states if you live there longer than 2 years there is no paint fee) as well as rent and water/trash/sewage charges dating up to November 7,2023 when I moved out and turned the keys in October 31,2023. This company is unprofessional. They have not tried to resolve this issue with me at all and whenever I go there to get an update on what they are going to do to fix THEIR mistake, the leasing manager and other office employees brush me off and try to avoid contact with me. It has now been almost a week with no follow up from empire apartments when they took me to collections without ever trying to contact me first.

  Business Response

  Date: 01/25/2024

  *****,

  Your first account statement was emailed to you November 13th with a balance of $582.78 due.  You contacted us to dispute the move out date of October 31st verses November 7th.  After review, I did adjust the final water, sewer and trash fees of $102.95 credit which left a balance of $479.83 due that emailed to you January 15th.  The paint charge is for the blue and pink paint/wallpaper that was put up which is not considered wear and tear.  If you would like to pay the property I will inform the collection agency and then have your file removed from them.  Nothing has been charged to your credit at this point, so let me know how you'd like to proceed.  Thank you and sorry for the confusion.

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

  Empire Management

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

   

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21113048
  
  I am rejecting this response because: 

  there is no email about my account  balance. I re looked in my inbox and went down to January 15th  as well as my junk , which I also check regularly. I would like to be provided a screenshot of the times you tried to contact me. 
      The math is still not adding up, I would also like to be provided exact charges.  I was also being charged rent from November 1 to November 7 which was wrong. You state you will  adjust  the gas/water/sewage but you state nothing about the rent charge. 
     If there is a 305 paint fee and 300 carpet fee , then my deposit would have covered 500 of that , leaving me with a balance of 105. 
   I am trying to resolve this respectively, whenever I would go to the office I would get treated very poorly and ignored so I had to escalate this to the BBB to even get a response. 
      

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/26/2024

  Last emails from empire / west corp. no email about my account balance. I even went back throughly to the exact date she mentioned and looked at every single email I received that day.