Complaints

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My boyfriend and I have tried numerous times to communicate with Riley and Terry in the front office to no avail. Originally I called in order to see about our ending lease; how to renew, if there was an increase in rent, etc. All calls were placed during business hours and I left voicemails, but still I didn’t hear back. We walked to the front office during business hours and no one was in there. After our lease was already up, we finally were able to get in touch with Riley over the phone by chance one day and she assured me that our rent would not be going up in price and she would deliver a new lease to our door if we’d like to sign another. I asked her to please do as we plan on staying and I never heard anything else. A month goes by and I go to pay our rent a couple of days early only to see our rent has increased by $150! Looking closer at the charges I see that the extra charge is a month-to-month fee. This was very confusing because I had told her we wanted to sign another yearly lease but she never delivered it. Again I call and call and call but no one answers and no one replies to my voicemails. So on the first of the month we walk up there again and she says she received my voicemails right after she greets me. I tell her that we never received our lease after she said she would deliver it for the second time and she just continues to print it out and show us where to sign. Only then does she say that our rent is going up by $100. We decide to sign anyways because we are happy with location and convenience, but after signing I ask her if the rent will update in the system today to reflect our new total instead of the month-to-month. She says yes absolutely, check back after five and it will be updated. 5pm comes around and the total has not updated. Simply stated, they stink at communicating and do not follow through with their word. I’m frustrated and now we are out $50. I left a message to see about a refund or credit, so we’ll see how that goes.

  Customer response

  09/21/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Foxhaven Apartments regarding complaint ID ********.
  
  Regards,
  
  ****** ********

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