Complaints

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Leasing office disabled rent drop box, made no advance notice of the closure of the only method for dropping off rent checks, and then proceeds to have no alternatives for people unable to physically be present during limited office hours. Leasing office then fashions Notice to Vacate to tenant with no communication or warning, despite still not having provided any alternative methods for paying rent aside from stringent office hours.

  Business response

  08/16/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Dear M** *******, 

  The leasing office rent drop box was disabled due to recent tampering and theft. However, the leasing office is open seven days a week and payments may be dropped off in person during regular business hours or mailed. 

  Rent is due on the first of the month. Late fees are charged on the sixth of the month. A late notice was mailed to the complainant on or about August 8, 2022, and a 3 day eviction notice on August 15, 2022 for nonpayment. The complainant dropped off 13 checks totaling $906.00 in person at the leasing office this morning. 

  We have no other complaint from the complainant regarding the rent drop box being disabled and note that payment was received 15 days late. 

  
  Sincerely, 
  
  **** ******* 

  Customer response

  08/17/2022

  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.]
  
  A check was written for rent payment on the 1st, and delivery was attempted at approximately 5:30pm the first week of the month, prior to/ or on the 5th, as newly installed camera footage will likely verify, as it has been done for the duration of my lease on the premises. The drop box was disabled without warning, nobody was in the office, and calls to the office did not connect to anyone. And not until the previous message from the management company was I informed that theft or tampering was the cause of the disabled drop box, nor was any solution provided.
  
  Without prior warning, due to existing obligations, I was not able to physically drop off the check to the office during business hours on such short notice during the two weekends that the box has been disabled. From the time that I realized I could not deliver the check in the usual manner, and the time of receiving the Notice of Eviction, there were only two weekends between those dates, and the company repeatedly assures us that the box is "temporarily" disabled. Is "temporarily" a few days as I had thought it would be? Is "temporarily" months from now, so I should figure out how to avoid this in the future? I had none of this information available, as it was not provided.
  
  I should not have to cancel plans to do something that is otherwise painless and easy.
  
   I did NOT receive any communications that they had sent to me prior. I don't understand why they could attach one to my door (Notice of Eviction) but not the other (whatever communication was claimed to have been sent to me on the 8th), as doing so would have VASTLY improved the speed at which this was resolved.
  
  Regardless of the quantity of complaints received by the management company about this issue, this has negatively affected me, and has now cost me fees, despite the cause of the delay in payment being no fault of my own. I appreciate the sentiment that because nobody else had an issue, my problem didn't matter.
  
  Regards,
  *** *********
  
  
  
  
   

*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. ↩