ComplaintsforDLH Properties Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I am currently a resident at Clarendon Heights Apartments, one of DLH Properties. Since April 2024, I have noticed leaks in the bathroom ceiling. Despite submitting multiple maintenance work orders, the issue remains unresolved. Workers have visited several times, only to inform me to monitor the leak while they attempt to contact the upstairs unit. Each time, they claim no one is home upstairs and leave without resolving the issue.I continued to monitor the ceiling leaks, which occur periodically. However, last week, water started pouring from a hole in the kitchen ceiling. When I called the emergency maintenance line, I was instructed to wait until the next morning. Frustrated, I visited the upstairs neighbor myself. He informed me that no maintenance worker had approached him about the leak. He also admitted to using a personal dryer in his apartment because he finds the communal dryer in the basement too expensive. However, he refused to allow maintenance workers or me to inspect his apartment for the source of the leak.Despite this, the maintenance manager marked the unfinished request as resolved. When I asked the office to address the leaking issue, they claimed they cannot control what tenants do in their own apartments. After multiple complaints, the maintenance supervisor patched the ceiling holes with silicone gel. This temporary fix lasted only a night, and the bathroom ceiling started leaking again, showing signs of water damage and bubbling up.I submitted additional maintenance work requests, but no worker showed up. When I visited the office for an explanation, all I received was a promise that they would get back to me. This ongoing issue has caused me to take time off work to protect my belongings from water damage.If the property management cannot identify or fix the source of the leak, I request to be moved to a different unit without these issues.

  Business response

  07/25/2024

  Below is our response to BBB Complaint ID ********. At DLH, we take pride in providing the best service possible to our residents. We apologize for any inconvenience you experienced over the ceiling leaks in your apartment. We repaired the ceiling damage as well as the root cause of the issue yesterday, so you should not experience any more leaks. Please contact the office with any future concerns you may have.We ask that you please confirm the repairs have been done and amend the BBB complaint to reflect that. 

  Customer response

  07/25/2024

  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. 
  
  Regards,
  
  ****** ***
  
  
  
  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When we moved in the apartment *** ********** ***** ********** ** it was very dirty, the carpet was not cleaned and there were many things needed fixing. We only stayed 8 months, but paid the entire year rental and upon leaving they charged us fees to clean the carpet because they said it was dirty and said we damaged the top of the stove. The apartment was not maintained prior to our moving in and I took pictures of the things wrong and of the filth on the floors I was cleaning up for at 1 month after moving in -- pet hairs all over. They now are saying if we do not pay the move out fees assessed, they will report us to the credit agencies and ruin our credit.

  Business response

  10/03/2023

  I wanted to circle in on the complaint regarding Ms. ********.

   

  I don’t see her actual complaint in the attachment sent over to us, but I am assuming it is regarding move out charges she incurred. 

   

  With DLH every resident sign what we call a Move in condition form which reflects any issues in the unit at move in, so that when they move any damages other than was what previously recorded, won’t get charged back. Our residents also sign a MCOR which is our Master Costs of Repairs. This lists the charges for any damages at move out.

   

  Ms. ******** was charged for only for the below. I have personally spoken to her regarding these issues, and she advised she had pictures to show her home at move out, and I have yet to receive them.

   

  DLH is in compliance with our lease and these charges stand, however Ms. ******** does not agree.

   

  Please advise if you need anything additional from us.

   

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  **** ********
  They didn't even do anything with the stove they claimed I damaged (which I did not).  they continually charge people and don't even fix the issue.  This is a scam
  
  

  Customer response

  10/04/2023

  i only have photos of when we moved in and not of the items they are charging for.  We had so many things, I didn't take pictures of all upon move in.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 28 March 2023 I moved out of my Carrington Park apartment due to me having to move to Amarillo, Tx. I gave the Carrington Park office a copy of my Army orders when I notified them in January of 2023 of the pending move. I informed the staff and management that March of 2023 would be my last month on the premises. I paid the March rent (see attached) February 27, 2023 of $1,236.00. I talked to the manager of the complex Ms. Gina P***** and asked her is there anything I need to do prior to me moving out, and this conversation happened at, or around 2 weeks prior to 28 March, and Ms. P***** told me that we can do a walk through before you go just come over to the office and get one of the staff. Of course on 28 March, the day I departed, I went into the office and asked if they were ready to conduct a walk though of the unit (#****) and I was told no they don't do that and they will let me know if I owe anything by mail or email. It just so happened that on 26 April 2023 I checked the app again to see if anything had been listed for me to pay and in fact there was (see attached) The charges for trash, water, cable, MTM (Month To Month), washer/ dryer rental are prorated for the month of April. Well this can't be correct due to me not living in the unit during the month of April and I don't fully understand how you can prorate a vacated unit that everyone was aware of on 28 March The only fees that I agree on are the light fixture which was broken by ******* ****** ******* that I couldn't get in touch with, the carpet, and the barn tub, which I'm sure is mold but I can't prove it. My total fees should be at or around $276.13 and not the $1,096.30 that Carrington Park/DLH Properties is claiming Attached is a brief history of my payments, what Carrington Park/DLH Properties is claiming that I owe, hotel receipts that show I haven't been in the unit since 28 March 2023

  Business response

  06/02/2023

  The complainant in this case had their lease expire on February 28, 2023. Per our lease agreement, a tenant whose lease expires without a renewal signed triggers the lease term to transition to month-to-month, in which case the lease then begins on the first day of the month. The tenant moved out April 1st instead of March 30, 2023. Per the Special Provisions section in our lease, all month to month leases are to terminate on the last day of the month the resident moves out. In this case, being that the resident moved out on April 1st, he was financially responsible under the lease agreement until April 30th, or until a new resident is able to move in, whichever came first. Since we were able to have new tenants move into the unit on April 14, 2023, we only charged the complainant rent for April 1 – 13, 2023 as per the law.  Please Note: The tenant gave formal written notice to vacate on January 16, 2023 absent of any military orders. Any request to terminate a lease early as a result of military orders must be accompanied by verified documentation of the actual orders themselves. The papers were emailed to ********************** on May 2, 2023, meaning they were far too late and have no bearing in this instance. Per the SCRA, the complainant should have submitted the formal military paperwork to the property manager with the original notice to vacate. Complaintant states he submitted the proper military paperwork to ****** ******* in January of 2023, however Ms. ******* has not worked at the property since October of 2021. Our office has no record of any military paperwork being submitted as required.  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Prior to this exchange there was an issue where it was stated my husband broke a door. I refused to pay for these charges as no one discussed this with me. I provided a rebuttal and was told they would be in touch and no one ever was. I continued to pay my rent every month while specifying the money was not to be directed to these additional charges. My funds have been applied to these. Under The Violence Against Women Act I was supposed to have lease bifurcation. See below 9/13/21-Email between Lauren (District manager) and myself stating "you will not be responsible for any more charges once you sign the lease surrender agreement from Jenna which will be dated for 9/14/2021". 12/23/21-Tammy J**** (Collection Specialist) reaches out to me to say that I have a balance of $2099.00. 12/23/21-I forward the email from Lauren stating I would not have to pay anything else. 12/23/21-Tammy writes back to clarify that this was only pertaining to rent. I respond "any more means any more as there were no specifications. I received no response. 5/11/22-Emailed with National Credit Systems stating I owe the balance of $2099. I communicated several times with him between the next date but mostly about how to dispute it. 6/6/22-I speak with Mr. M**** from NCS and Tammy from DLH Properties. During this three way call, I offered to pay $1200 or $1400. Tammy stated that they would only accept $1600 to clear the balance. 6/7/22- I pay $1699.51. I receive a Paid in Full letter. 6/7-current: I speak to Tammy at least three times to ask when this will be removed from my AppFolio account. She explains when she receives confirmation. 7/25/22-AppFolio shows I owe a balance of $419.90. 7/26/22-I reach out to Tammy to inquire about this. She states "you only paid 80% of the balance owed". She authorized this settlement and I received a paid in full letter. She states she will not remove it until confirmation of "paid in full" although she has confirmation of the $1699.51 payment that I sent.

  Business response

  07/27/2022

  Thank you for bringing this to our attention. Your account has been settled with NCS and the balance is being written off your account.
  
  Thank you,

  DLH Properties, Inc.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved out of our apartment at 2450 County Road 28 Canandaigua, NY. When we moved, it was on a weekend. We left the apartment spotless and removed all our belongings. We left the keys and locked the door. The apartment was left in better shape than it was when we first moved in. I received an invoice from DHL indicating the we owed money. Money for charges that were bogus. I reached out to them to resolve these issues. I never heard back from them. Now I see they have sent these charges to a collection agency. I have learned this is a practice that they have done to several tenants. This is not right that this is being done.

  Business response

  07/13/2022

  I have reviewed the move-out photos along with the charges and
  determined all move-out charges are valid. I've attached the inventory
  and condition form that was executed at the time of move-in showing
  there wasn't a cracked window or broken blind upon move in. There was a
  mattress in the apartment along with other personal items. There was
  another party who had a copy of they keys to the apartment who we had to
  remove and then subsequently change the locks. Please remit payment at
  your earliest convenience.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We rented at Ashland Commons **** Ashland Rd in Columbia SC managed by DLH Properties and stayed there for almost 3 years. Early August 2021, we inquired with the property manager about vacating the apartment, and provided notice to vacate. We also inquired if we can leave early to which the property manager agreed and provided options for dates to leave early and associated prorated amounts. Property manager herself had done the move out inspection and did not notify anything to be fixed. As we have email communication by the property manager (attached) and were preapproved, we proceeded and paid the prorated amount, cleaned the apartment to the best of our ability, and moved out of the apartment. We left the internet modem as we thought the apartment office will take care of it since the internet was provided by them to all residents through ******** (it was added to monthly charge by Ashland Commons). Few days later, we received mail followed by phone conversation that we still need to pay the full term amount plus penalty and charges for apartment cleaning, etc. I did mention as to what Tyesha C***** (property manager) and we had communicated through emails, but they still didn't agree and said they will have to follow the lease agreement. After sometime, I thought they finally realized the communication was valid and waived the incorrect charges. Although, now I see a letter from debt collector for the amount of $1,896.74. This is completely unethical. Since we were not provided appropriate communication from the property manager, and she okayed us to move out by paying prorated amount, therefore, we are requesting DLH properties to waive the early move out differences as well as additional charges, cleaning fees, etc. We are also aware that the property was rented immediately.

  Business response

  05/17/2022

  In response to complaint #******** the charges on the account are valid and will stand. The tenant’s lease was set to end on 8/31/21. Per the lease, a 60 day notice to vacate is required to vacate at the end of the lease. The tenant submitted their notice to vacate on our tenant portal on 8/8/21 with a desired move out date of 9/30/21. Therefore, per the lease and the notice the resident submitted they were financially responsible for the unit through the date in their notice, which was 9/30/21.  This information was relayed to the resident in an email on 9/1/21 by the property manager. As for the cleaning & damage charges, the resident was charged per the master cost of repairs signed at move in and with each renewal lease. The unit was left with torn up and written on walls, broken blinds, dirty appliances, damaged countertops, a damaged stovetop, etc. Photos of all cleaning and repair charges are available as proof of such charges. Any charges not based on the master cost of repairs have invoices to back them up. Our in house collections agent did reach out to the tenant to attempt to resolve the debt in October 2021, however it was not paid therefore the account was turned over to an outside agency. At this time any disputes can be submitted through them. The charges on the account will stand, please let us know if any other information is needed. Thank you,  DLH Properties, Inc. Ashland Commons

  Customer response

  06/04/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I am not contesting their printed rules, but DLH properties management’s denial about their manager’s communication via email suggesting a prorata charge is okay to be paid and I was okayed to vacate early and the fact that nothing was notified about the cleaning and damage charges. As I have stated earlier this is unethical and clear misguidance.  I have never defaulted on my rent payment.  I will abide by BBB decision, if any, in this complaint resolution.  Regards,  ***** ******  

  Business response

  06/07/2022

  Our records show that the resident was emailed 9/1/2021 that they would be responsible for the full month of charges due to the move out date listed on their notice to vacate, along with the policies outlined in the signed lease. Our in house collections specialist did contact the tenant on 10/20/2021 regarding the balance due on the account. There are 3 emails from the tenant to our agent, proving they were notified and aware of the balance due. Since the balance was not paid it was then sent to an outside collections agency. A this time the account charges will stand. Thank you, DLH Properties, Inc. Ashland Commons

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late 2020 during the pandemic I signed a lease to move in to the apartments run by the aforementioned company. One month before I was scheduled to move in I lost my job due to COVID and could not move in. I called their company to inform them that as I have not yet taken possession of the property and the fact that the pandemic caused my job to fall through that I will not be moving in. They demanded money for an apartment I never moved in to. I never even got the keys. This was during the time when the Governor issued the rent freeze. Fast forward.... I didn't hear from them for many months and then they started sending letters and then eventually put it on my credit. My credit report says it's in dispute but it still affected my credit. Some time later I was able to secure a job and start working again. I applied for a mortgage and was able to secure a conventional loan. However, DLH properties put this on my credit which caused the bank to reduce my loan to an FHA which greatly diminishes my ability to qualify for most homes. I would like to be able to resolve this. I do not think it is fair, especially during the rent freeze due to the pandemic to hurt hard working people in this way by a company that only cares about their bottom end. The amount they are seeking is $1,786.00.

  Business response

  04/19/2022

  To whom it may concern:In response to complaint #******** we have looked into the disputed balance and determined that the balance is accurate. All leases are still legally binding documents and are upheld despite a rent freeze or COVID job loss.  Once the lease is signed, which was done 10/15/20, it becomes a legally binding document whether the leaseholder takes possession of the unit or not. Per the signed lease, the starting date was 11/6/20 and the lease went through 10/31/21. We were able to re-rent the unit for a 12/1/20 move in, which held the leaseholder responsible for all monthly lease charges from 11/6/20-11/30/20 plus an early move out fee per the lease. Our records indicate that you were contacted regarding this balance on 1/5/21. Please let us know if any other information is needed.Sincerely, Clarendon Heights Apartment HomesDLH Properties, Inc. 

  Customer response

  04/20/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This all happened at the height of the pandemic when scores of people were losing their jobs. I had no idea I would suddenly find myself unemployed and without income. The business at DLH Properties shows zero care for people in a time of global crisis.  However I am a fair person and would consider a greatly reduced settlement. If they are willing to work with me I will not take this any further. However if they are inflexible and incapable of showing compassion to one of millions of people affected by this pandemic I will do my best to make sure this goes on public record. Regards, ***** ********

  Business response

  04/21/2022

  To Whom it May Concern:In response to your request we cannot alter the balance due, we must stick to the charges outlined in your lease. We understand the severity of the pandemic and empathize with your situation however we have fair housing laws we must abide by, which includes enforcing all policies in the signed lease the same with each leaseholder, regardless of personal situations. If you would like to make payment arrangements you are welcome to reach out to the collections department.
  Thank you,DLH Properties, Inc.

  Clarendon Heights Apartment Homes

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a laundry list here starting with just the shady and illegal behavior surrounding not renewing a lease never giving me 90 day after I rented for 7 years, harassing behavior dealing with covid relief, aslo never followed rules about eviction, switching me to month to month and never giving a 30 day notice, on top of that they have not returned any part of security deposit even after 7 years of deprecating value, and didn’t give any information about it as required by law at least two weeks before end of term, then to send message check is in mail. And also charging me fines for my service dog, and like everybody else on this list messages with fine’s for dog waste, threatening and harassing while not taking my phone calls or emails, trying to make my life hell so I would leave, wonderful way to treat a disabled client

  Business response

  03/23/2022

  To Whom it May Concern:In response to complaint #********, we are sorry to hear that this previous resident feels this way about our property, however we have followed all company policies as outlined in his signed lease and in correlation with NYS law. A notice was sent to him on August 1st, 2021 to non-renew his lease ending October 31st, 2021. This falls within the required 90 day window. When he did not vacate by the end of his lease as instructed in his non-renewal letter he was held over on a monthly basis with an additional fee. This is thoroughly explained on page 9 of the lease he signed October 23, 2020. In regards to his service animal, the only fees he was ever charged were for lease violations. Service animals are still subject to follow the rules and regulations set forth in the signed animal addendum, so after multiple incidents where he did not pick up his animal’s waste we had no choice but to enforce the fine. As far as his security deposit refund the check is in the process of being issued and he should receive it shortly. We treat all residents fairly with the utmost respect and expect the same in return. Unfortunately, this resident has received various infractions and lease violations during his tenancy with us. In no way have we harassed him or treated him poorly. We have followed protocol to attempt to correct any issues when incidents have occurred and we feel we have responded respectfully while doing so.  Please let us know if there is any other information we can provide.  Sincerely, DLH Properties, IncCandlewood Apartment Homes

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were fined by the property manager at DLH Honeoye location for a complaint that the manager admitted to fabricating. The fabricated complaint was also in relation to a property that she has no jurisdiction over fining us for. When my co-tenant spoke to her in person she became argumentative and expressed that she is finding larger poops so she has discriminated against us for having a large dog. In spite of reassuring that no poops were left on ******** property she is determined to continue to fine us. We have repeatedly expressed that we have no way of advocating for ourselves and her response is defensive and unprofessional. We are concerned for retaliation and more fabricated claims in response. I have the email exchange validating what I am saying.

  Business response

  02/24/2022

  To Whom it May Concern:In response to complaint #********, the fine on the account is accurate and will stand. Per the animal addendum in the resident’s signed lease “a $50 fee will be charged for failure to immediately pick up the animal’s waste and dispose of it properly”. The co-tenant had been warned about the behavior that lead up to this lease violation and fine prior to this event. After the violation was sent and fine charged there was a peaceful conversation between the co-tenant and Property Manager, discussing the accuracy of the fine and agreement that it would be paid. At no time was any information provided to the tenant fabricated. The complaint that lead up to the lease violation was a verbal complaint rather than a written complaint, therefore it could not be provided for her rental records upon request.Please let us know if you have any other questions. Sincerely, DLH Properties, Inc******** Apartment Homes

  Customer response

  02/28/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Again, not sure where the misunderstanding is. To reiterate my complaint: the property manager is fining us for a complaint she agreed did not exist. The tenants were not identified in the complaint as she said herself it was an inquiry about poop, no mention of anyone who may have done it was made. The fine states an issue at ********, again since there is misunderstanding, this not the property the ******** property manager is responsible for. The fine also strictly states an issue about ******** so if there was an issue where we were identified as the ones responsible on the property she manages then that would make sense, but that was not the issue despite her now attempting to create an additional item not in the fine. To be clear my issue is the lying and overreaching, particularly because there are other tenants onsite too uncomfortable to advocate for themselves. Please read my responses before responding. Regards, ***** ********

  Business response

  02/28/2022

  In response to complaint #********: We have reviewed the consumer’s rejection, however our stance on the charge has not changed. We recommend the complainant contact the Property Manager or Regional Manager directly if she wishes to continue to dispute the charge. Sincerely, Parklawn Apartment HomesDLH Properties, Inc.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Address: 1 Holiday Drive, Apt 192, Cortland, NY 13045. I rented from DLH Properties from August 2020 to September 2021. On November 9, 2021 I receive an email asking me to pay an outstanding balance of $160 for not leaving the apartment clean. Know an inspector visited my apartment before I left and said everything looked fine. They should have a record of this. Pictures attached to Tammy J**** email show a bathroom, refrigerator freezer, sink, and 2 items on a bedroom floor. I responded that the bathtub was stained, not dirty, from when I began renting. The water in Cortland is full of minerals causing stains in the water fixtures and bathtub. The items left in the bedroom floor where two air conditioner covers provided by DLH to prevent the cold air from filtering into the room. A small sandwich bag with ice was in the freezer and 2-3 small pieces of veggies left in the sink. Besides that, the apartment was left extremely clean. I doubt a charge of $160 is appropriate for a small sandwich bag of ice and 2-3 tiny pieces of veggies left in the sink. I left the apartment 3 months ago in good standing. This is the first I hear of this charge. I was threatened with collections. As a person who is very diligent in making all payments on time, this is worrisome. I responded to DLH's first email and second emails with the above and received replies to make a payment arrangement. Please help.

  Business response

  11/17/2021

  In response to complaint #********, we have reviewed the account and would welcome the resident to contact us regarding her concerns. The resident was not charged for the bathtub cleaning so that portion of this complaint is irrelevant at this time. The charges on the account are for trash removal, a broken blind, an electric invoice with service dates during her lease term, and full kitchen cleaning. All charges were billed in accordance to the master cost of repairs signed by the resident at move in. As stated by our collection agent to her in an email we would be willing to waive the trash removal, however the remaining charges do stand. We have the invoice to supply for the electric service charge, along with photos to supply of the broken blind and various kitchen appliances that required additional cleaning. We do apologize for the delay in the final account statement, however when electric services are cut off early we do have to wait to receive the invoice for that chargeback, which does delay the final account statement quite a bit. As stated above, at this time we would welcome the resident to contact us regarding the balance due. Thank you,DLH Properties, IncVillage Terrace Apartment Homes

  Customer response

  11/25/2021

  I will pay for the damaged blind. The kitchen was not spotless but was cleaned before I left the apartment. The lease states to thoroughly clean the apartment which I did. I didn't know the expectation was for the stove to be spotless. Please remove the cleaning charge or at the very least reduce it and I will send payment. ********

  Business response

  11/29/2021

  To Whom it May Concern: In response to this complaint the charges billed to the resident are based on the master cost of repairs that is signed upon move in and therefore the charges will not be adjusted. We expect the unit to be left in the same clean condition it was found at move in and any additional damage or cleaning is billed back to the resident. Please feel free to reach out to us directly to set up a payment arrangement.  Thank you, DLH Properties, Inc Village Terrace Apartments

*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. ↩