ComplaintsforWallace F. Ackley Co.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I feel I am being harassed by the accounting department of my leasing office. I also fear losing my home due to these actions being taken. Since I have reported the way I feel, to upper management, I feel I am being retaliated against. With constant notice of things, I am either unaware of or am not doing at all. I have tried to contact them to keep the problem in-house but am now being looked over. I understand this is just a job to them but this is where my son and I live. I am starting to no longer feel safe in my apartment. I have been a respectable tenant since I moved in and do not understand why I am now being treated this way. I would also like to go over my lease again as well for I feel there are things that were not explained to me when I moved in and even when I raise a question of where these actions or rules I am "breaking" are in the lease I never can get an answer.

  Customer response

  05/01/2023

  Since I have moved in to my apartment the drain in my basement has always leaked which I had complained to my property management about many time before. When they came out, for the 6th time, to try and fix the problem, it worked. A week or so later I got a bill from the accounting time stating I needed to pay for the repairs they had did. When I called to resolve the issue about the fact the drain had been leaking since I moved in ******* was extremely rude to me, cut me off multiple times and then when she was over the conversation she told me not to even worry about it. Then again a week later she sent me a past due notice for the bill she had told me not to worry about and then lied and said she never said that. I then contacted upper management to complain about her behavior and the way she talked and treated me. They looked further into my complaint about to bill for the drain and agreed with me and removed the bill from my account. Ever since then I have been receiving letters stating either I am violating my lease or past due notices and bills of different sorts. I received a letter about a ceramic goose that has been in the front of my house since I moved in and when I called to let them to let them know that it was not mine and since it is a violation of my lease they need to come remove it, still till this day it has not been removed. I also received a notice to leave the premises due to misunderstanding on my end about how much I needed to pay for the month on January. I understood my mistake; I paid the late fee, my rent that was missed and the rent for the next month. A week later I got a bill, for them coming to put the notice on the door, when I called ******* to ask her one what the bill was for and where  this said bill was written in my lease that this was a thing she could not give me a direct answer. She also is trying to charge me $50 for a "late fee' when my rent was paid 2 months in advance. I have reached out to them in regards to these issues and I am now being ignored. The rest of the staff when I usually call give me no issues or problems. Also with the issues I have been having, I have stated to them that I would like emailed copies of  communication to keep record of thing that have been said. They have not been doing that. I do not feel comfortable in my own home and fear for not only my self but for my child or being kicked out of our home or the continuous neglect to properly fix things that keep breaking. 

  Business response

  05/08/2023

  The Wallace F. Ackley Company takes great pride in providing optimal customer service to its residents, prospects and vendors. Although we must maintain certain processes and procedure as a management company it is always our intent to handle each situation with the greatest of efficiency, care and dignity.
  The company policy regarding past due accounts is for each past due account receive a delinquency notice each month with follow-up and/or additional action if needed.
  Resident/Lease files are maintained for everyone. Our file for the complainant reflects two lease violations.
  All of the properties managed by our company are to be maintained to certain standards promoting a healthy environment in which to live, including both regular and bulk trash removal, landscaping and other resident owned items displayed on the exterior of the premises. Our residents are notified within our communities so everyone can be a part of and participate in keeping our properties maintained. In addition, follow-up site inspections are performed when further clean-up is needed with notifications sent to those affected residents.
  Quarterly notices go out to all residents pertaining to trash, parking and general property rules and regulations.
  Residents are able to contact our office anytime during business hours to ask questions about their leases, residency and submit requests for maintenance.
  Wallace F. Ackley Company is always available to further discuss any issues in an effort to achieve resident satisfaction.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been renting through this company for over 2 years and while I have been here the drain in the basement has always leaked, I have stated this complaint to management and they have finally fixed the problem but are trying to charge me for something that is not my fault. Also when trying to solve the problem the people are extremely rude and prejudiced when I call. I have tried to understand but I can't keep living in a home that is not up to date and then being punished for reporting it.

  Business response

  01/06/2023

  The Wallace F. Ackley Company takes great pride in providing optimal customer service to its residents, prospects and vendors. Although we must maintain certain processes and procedure as a management company it is always our intent to handle each situation with the greatest of care and dignity.
  

  We have been in contact with Ms. ******. She was notified on December 20, 2022 during a phone conversation and a follow-up email that we are removing the plumbing charge from her account. We sent documentation to her through email to show why the charge was allocated and documentation to show why we agreed to remove the charge. We received an invoice from the plumbing contractor that stated they found lint and dryer sheets in her washer drain on the basement floor. After more research and notes from the tech it was revealed that the plumber cleared the drain from the neighbors side.   This charge disagreement has been resolved.
  We encourage all residents to notify us promptly of any maintenance. There are charges that residents can occur during tenancy. These charges are outlined in The Wallace F. Ackley Company lease. The lease is provided to each resident for review and signature before commitment to the apartment.

  Wallace F. Ackley Company is always available to further discuss any issues in an effort to achieve resident satisfaction.

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