ComplaintsforG M S Management Co., Inc.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ceiling fan broke on July 2nd. I called that day and left a message that the cord broke and needed to have it fixed, but since it was a Sunday, you were closed. My brother, ****** ******, called on Monday and spoke to someone. She told him that it probably wouldn’t be that day someone comes out, but either Tuesday or Wednesday. Tuesday was the holiday, so I didn’t expect anyone to come out. Wednesday, still no response. Thursday? No response. Called again on Friday and spoke to someone saying that our unit (**** ********* *) was next on the list and someone was on their way out THE SAME DAY. No one showed up. Called again today (Saturday July 8th) and no one answered. Several messages (5 points of contact to be exact) have been left with no response, call back, or maintenance arrival and nearly a week later, my ceiling fan is still not working.  It has been EXTREMELY hot and humid recently and the air conditioner only stays on for so long. With this extreme heat and my underlying health conditions that worsen in extreme heat, I can’t even sleep in my own bedroom because the temperature difference is that significant. We pay too much for this unit for the leasing office and maintenance to drop the ball the way you are.  I understand we are not the only unit out here that needs assistance, but I do not appreciate being told that someone will be out the same day and there is no follow through.  It’s only getting hotter and it’s going on 7 days now without being able to sleep in, let alone just be, in my own bedroom. This is the email I sent to my leasing office at Windsor Park Estates (part of GMS Management) FIX MY CEILING FAN AND FOLLOW THROUGH FOR YOUR TENANTS

  Business response

  07/10/2023

  *******,

  Lisa C******, the site's Asset Manager, is in the office today and has been given a copy of your complaint.  I will get back to you once I hear back from her.

  I am sorry for your inconvenience with the ceiling fan, and hope that maintenance can get this corrected immediately.

  Patricia H*****

  Customer response

  07/10/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  After all of the correspondence for now 8 days, it shouldn’t be any reaching out to an asset manager to see what they can do and wait for a response. I’ve been waiting for 8 days. The issue should have been resolved 7 days ago. The verbal apology is appreciated, but all I want is an action apology by maintenance going in my unit and begin to resolve the matter today. 
  Regards,
  
  ******* ****
  
  
  
  
   

  Business response

  07/12/2023

  Per the attached work order, the fan was repaired in the afternoon of July 10th.  The voicemail for the resident is full, and the property advised the resident on Monday, via email, that it would be repaired that day (along with an apology for the delay).  There is nothing further to be done, unless there was another issue not reported at the time the ceiling fan was reported.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From Dec. 23-Dec26 2022 my apartments heat could not handle the below 0 temperature. I had to leave from the 24-26 because my apartment never got warmer than 55 degrees- I was told by maintenance to turn my oven on and leave the door open- Really??? I have called GMS/ Lisa the regional manager to discuss this and get a rent reduction for December and have not received a call back- I was hosting Christmas and could not do that due to insufficient heat- the worst part of this is no communication- if I didn’t pay my rent or answer my phone I would have penalties- I had no heat for 3 days- you owe me a rent reduction for December and an apology for not addressing my issue!!!

  Business response

  01/13/2023

  This property uses a heating system that is similar to radiator heat.  The systems run off of the resident's hot water tank (all residents are made aware of this).  The resident had turned her tank to LOW which is 67 degrees.  On the first call on December 23rd, our maintenance arrived within 15 minutes of her call and immediately turned up her hot water tank to HOT.  Unfortunately, the system needs time to "heat" up.  As a precautionary measure maintenance even changed out the heat relay to ensure a quick response to warming the unit.  The resident called again as the suite was not as hot as she would like it to be and a space heater was brought to her suite to help warm it up.  The winter storm of Christmas weekend affected much of the country let alone ********* ****, and temperatures were extremely low, well below average.

  As the heat was never lost, just lower than desired due to the resident's own actions, and our maintenance staff took all measures to bring the temperature up for the resident, including supplying a space heater, no rent reduction will be offered.

  Not that it matters, but the residents were made aware that the offices of the property would be closed due to the Christmas holiday.  The corporate office was no different in closing.  Emergency calls are handled by on-site maintenance, and in this instance, maintenance personnel were in the suite to remedy the situation in a very timely manner.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved in Dec. 2019 at Bayclub apartments, GMS Management owns. When our lease was up we spoke to the leasing manager who at the time was Jola. We told her we didn’t want to sign a lease because of all of the tenant issues we were having with the tenant above us. We asked her how a month to month is handled what’s the procedures. She told us how much more it would be for a month to month and that when we decided we were moving that we needed to give a 30 day notice still. That the deposit we paid was non refundable and that when we moved determined any other money due. That as long as our notice was in on time it would be honored. So we asked when would our move date be then she said that depended on when we decided we were leaving so if we said we were leaving on the 17th of the next month that would be our move date & our month to month payment would be prorated . Otherwise we could leave at the end of the month and no fees would be owed. Now we are finally moving and we are being informed we owe a full months rent for December. All of the above was explained to Accounts Receivable Manager & that we never signed a month to month agreement with Jola after our original lease agreement expired.And if something could be done and she just continue to say nope to everything I asked even if I could speak to someone above her. This is unfair to us that we were mislead and ask if we could just pay for the 8 days of December we will be here as a courtesy. We turned in our paperwork on time that we were leaving.

  Business response

  12/07/2022

  The residents signed a 1-year lease which expired December 31, 2020.  As of January 1, 2021 the residents have been month-by-month.  Per the Ohio Revised Code, month-by-month tenancies require a minimum of 30 days advance notice of intent to vacate.  Per Section 49 of their lease, "Tenant acknowledges and agrees that in the event the tenancy created by this Lease becomes a month-by-month tenancy, then Tenant must give Landlord at least THIRTY (30) DAYS advance written notice of its intent to terminate this Lease.  Any notices received after the first of the month will become effective as of the last day of the following month."  The residents gave notice on November 17, 2022 of their intent to vacate, but did not indicate when the projected move-out date would be (see the attached).  The Landlord therefore believes that the residents will be vacating by December 31, 2022.

  In addition, occupancy in a suite on the FIRST DAY of the month obligates the resident for the full month's rent.  Rent is only prorated for the month a resident moves in if the move-in date occurs after the first of the month.  There is no proration for rent if the resident moves out on a day other than the last day of the month, exception if the suite is re-occupied prior to the last day of the month (in which case the Landlord would refund the overpaid rent).

  The residents did not pay a non-refundable deposit.  Residents purchased a non-refundable bond.  If there are charges to assess against the bond after the move-out has occurred, whether for damage to the suite or for unpaid rent, a claim will be filed against the value of the bond.

  The residents indicated that they never signed a "month-by-month" lease.  This is correct.  The lease that was entered into at the commencement of their tenancy was for a period of one year, and any occupation after the expiration of that date is as a month-by-month tenant.  No further documentation is required to be signed by the resident.

  The residents were not incorrectly informed of the procedure.  More importantly, the residents had the procedure in their possession with the lease signed at the commencement of their tenancy.  The last statement in the residents' complaint is that they want to just pay for the 8 days in December ... as indicated above, the notice to vacate has no date, and the notice was dated November 17, 2022.

  No further consideration will be given to refund any portion of the rent for December now due (was due on December 1, 2022).

   

  Business response

  12/07/2022

  The residents signed a 1-year lease which expired December 31, 2020.  As of January 1, 2021 the residents have been month-by-month.  Per the Ohio Revised Code, month-by-month tenancies require a minimum of 30 days advance notice of intent to vacate.  Per Section 49 of their lease, "Tenant acknowledges and agrees that in the event the tenancy created by this Lease becomes a month-by-month tenancy, then Tenant must give Landlord at least THIRTY (30) DAYS advance written notice of its intent to terminate this Lease.  Any notices received after the first of the month will become effective as of the last day of the following month."  The residents gave notice on November 17, 2022 of their intent to vacate, but did not indicate when the projected move-out date would be (see the attached).  The Landlord therefore believes that the residents will be vacating by December 31, 2022.

  In addition, occupancy in a suite on the FIRST DAY of the month obligates the resident for the full month's rent.  Rent is only prorated for the month a resident moves in if the move-in date occurs after the first of the month.  There is no proration for rent if the resident moves out on a day other than the last day of the month, exception if the suite is re-occupied prior to the last day of the month (in which case the Landlord would refund the overpaid rent).

  The residents did not pay a non-refundable deposit.  Residents purchased a non-refundable bond.  If there are charges to assess against the bond after the move-out has occurred, whether for damage to the suite or for unpaid rent, a claim will be filed against the value of the bond.

  The residents indicated that they never signed a "month-by-month" lease.  This is correct.  The lease that was entered into at the commencement of their tenancy was for a period of one year, and any occupation after the expiration of that date is as a month-by-month tenant.  No further documentation is required to be signed by the resident.

  The residents were not incorrectly informed of the procedure.  More importantly, the residents had the procedure in their possession with the lease signed at the commencement of their tenancy.  The last statement in the residents' complaint is that they want to just pay for the 8 days in December ... as indicated above, the notice to vacate has no date, and the notice was dated November 17, 2022.

  No further consideration will be given to refund any portion of the rent for December now due (was due on December 1, 2022).

   

  Customer response

  12/07/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  If you look it says our projected date on the form is 12/9/22 which I circled. Also when I spoke to Cindy on 12/6/22 she said she spoke with Account Manager and she asked her was she sure still wanted to give us a late payment notice even though we were leaving on the 9th of this week that she had sent her the paperwork and she said yes give us notice.So to say we didn’t give a date is not true, they were aware. And it’s not just that I’m requesting or saying I want to pay for the days I was here for December but that is the information Jola provided to us as far as moving was concerned back when we spoke with her in 2020. So it only would be right to honor the information provided instead of trying to call us liars and say we didn’t indicate our move date. 
  Regards,
  
  ******** ****
  
  
  
  
   

  Customer response

  12/07/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  If you look it says our projected date on the form is 12/9/22 which I circled. Also when I spoke to Cindy on 12/6/22 she said she spoke with Account Manager and she asked her was she sure still wanted to give us a late payment notice even though we were leaving on the 9th of this week that she had sent her the paperwork and she said yes give us notice.So to say we didn’t give a date is not true, they were aware. And it’s not just that I’m requesting or saying I want to pay for the days I was here for December but that is the information Jola provided to us as far as moving was concerned back when we spoke with her in 2020. So it only would be right to honor the information provided instead of trying to call us liars and say we didn’t indicate our move date. 
  Regards,
  
  ******** ****
  
  
  
  
   

  Business response

  12/08/2022

  My apologies to the residents.  I was looking at the final inspection scheduled for line and overlooked the projected move-out date.  However, the projected move-out date is still not the mandatory 30 day notice, and since the notice date was on a day other than the 1st of the month (November 17, 2022), the expiration date of the month-by-month tenancy is December 31, 2022.

   

  As for late charges, as the rent is due on the 1st of the month, any payment received after that date is subject to a late fee.  We do not hold back on charging a late fee since a resident has indicated that they are vacating.  There have been occasions when a resident advises that he or she will be vacating, and they do not, so each tenancy is treated with the same guidelines, whether the resident has advised that they will be vacating on such a such a date or not.

   

  Should the residents vacate at any time between now and December 31st, they will be held responsible for the full month's rent, unless, as previously indicated, the suite is reoccupied by a new resident prior to December 31, 2022.

   

   

   

  Business response

  12/08/2022

  My apologies to the residents.  I was looking at the final inspection scheduled for line and overlooked the projected move-out date.  However, the projected move-out date is still not the mandatory 30 day notice, and since the notice date was on a day other than the 1st of the month (November 17, 2022), the expiration date of the month-by-month tenancy is December 31, 2022.

   

  As for late charges, as the rent is due on the 1st of the month, any payment received after that date is subject to a late fee.  We do not hold back on charging a late fee since a resident has indicated that they are vacating.  There have been occasions when a resident advises that he or she will be vacating, and they do not, so each tenancy is treated with the same guidelines, whether the resident has advised that they will be vacating on such a such a date or not.

   

  Should the residents vacate at any time between now and December 31st, they will be held responsible for the full month's rent, unless, as previously indicated, the suite is reoccupied by a new resident prior to December 31, 2022.

   

   

   

  Customer response

  12/08/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  It’s obvious that GMS isn’t a good management company and is going to overlook and avoid any and everything they can . I don’t agree with the outcome but what more can I say besides the fact the over all experience here has been horrible. There’s never any resolution to anything . I wish I would have read the reviews on this place. 
  Regards,
  
  ******** ****
  
  
  
  
   

  Customer response

  12/08/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  It’s obvious that GMS isn’t a good management company and is going to overlook and avoid any and everything they can . I don’t agree with the outcome but what more can I say besides the fact the over all experience here has been horrible. There’s never any resolution to anything . I wish I would have read the reviews on this place. 
  Regards,
  
  ******** ****
  
  
  
  
   

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid GMS - POLO CLUB APARTMENTS, in Strongsville, OH (IS a property of GMS MANAGEMENT) a deposit of $2900.00 for an apartment. My leasing agent's name was Chris. The original date of my move in was to be October 4, 2021. BUT, when I went in to the leasing office in August to sign the lease, Chris pushed the move-in date out until November 1, 2021. Their excuse was they were trying to get somebody out of that particular apartment, and weren't sure that they would be able to get them out, so I was homeless for the month of October. In the months that I have been waiting to move in, I am being transferred to NY. On October 11, 2021, I called the leasing office to let them know that I would no longer be moving into the apartment on November 1st, and I would like my money I paid to them back in August, to be reimbursed back to me, especially since the payment I made was for the first month and the last month rent. They have refused to give me back my money. - I NEVER MOVED IN -

  Business response

  10/12/2021

  Good Morning,

  
  

  I replied to the complaint this morning, advising I would check out a few things.  I did, but I can't access the complaint to update my response or attach my findings.  The purpose of this email to do that.

  
  

  ******* ******* applied for a suite in the Polo Club Apartments on July 28, 2021, with a projected move-in date of November 1, 2021.  The application was approved, and on August 3, 2021 she paid her move-in monies, which represented a security deposit of $1,434.00 and the 1st month's rent of $1,493.00, for a total payment of $2,927.00. At that time she also signed her lease.

  
  

  The attachment to her complaint indicating a desired move-in date of September 21st was on a guest card, and was just that, a desired move-in date.  If a suite is not available for that date, then it's not and the applicant, if they still want a particular type of suite, is offered one with the date it will be available.  Ms. ******* wanted a type of suite called a "Martingale" and of the 336 suites in this complex, there are only 12 Martingales -- in other words, they do not come up often as being available.

  
  

  To support my statement that the projected move-in date was November 1st I am attaching the application (redacted), which was signed on the reverse side and which is dated July 28, 2021.  The summary of move-in monies was similarly signed by Ms. ******* (on August 3rd) which indicates that the scheduled move-in date is November 1st.

  
  

  As a result of the above, we have a signed lease which will commence November 1, 2021 and which will expire October 31, 2022.  If Ms. ******* gives us written confirmation that she is backing out and will not be taking the suite, we will use our best efforts to re-rent the suite.  Should we be successful in doing so prior to November 1, 2021, she will receive a refund of the move-in monies paid ($2,927.00), as the Landlord will not have lost any rent as a result of the back-out.  If we are not successful in re-renting the suite by November 1st, the monies previously paid will be applied to the monies owed as a result of the signed lease.  Once the suite has been re-rented and the new resident moves in, her liability for the rent will cease.

  
  
  

  Patti H*****

  GMS Management Co., Inc.

  4645 Richmond Rd, #101, Cleveland, OH 44128-5917

  216-766-6000, ext. 108

  Direct Fax No.: 216-591-9425

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