ComplaintsforMetropolitan Holdings, Ltd.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved out of ******** ********** a month ago on July 22, 2024. They contacted me saying I owed them 550 dollars roughly. When you move they pay your utilities and you pay them back which that I guess makes sense. The other charge for is 360 dollar carpet damage. They stare there was a stain under the carpet. I turned a move in sheet in when I moved into the unit notating the carpet had stains on it. Now they are saying they got new management and lost my move in paper and are faulting me for the stain. That carpet was not new when I moved in and I can assure you that stain was not from me. It’s been a week since I got this letter and they’ve already sent it to collections. I’ve told them I will pay the utilities but I’m not paying for a carpet when I notated it already in my move in sheet. It is not my fault they lost the paper on their end. If it was something I had done and it was brand new carpet I would have no problems paying it but I did my job on my end turning in a move in paper. I’m not sure how you just lose someone’s paper when you change the carpet. I would just like my payment adjusted so I can pay the utility portion.

  Business response

  08/29/2024

  Upon reviewing our records concerning Ms. ********* complaint, it was noted that her documentation was incomplete, specifically missing the move-in/move-out inspection sheet that would indicate any pre-existing conditions, including the stains on the carpet. Ms. ******* informed us that she had submitted this documentation at the time of her move-in, noting the carpet stains. Unfortunately, we showed no record of this and were unable to verify her claim, which resulted in the charge for the carpet replacement.
  
  Ms. ******* mentioned that she had provided the move-in sheet to a former employee, who is no longer with our company. Recognizing the importance of proper record-keeping, I reached out to Ms. ******* on Saturday, August 24th, to acknowledge that it is indeed both parties responsibility to maintain these records. I assured her that her concerns would be escalated to our Regional Manager for further review and consideration. I also requested her patience, as it was the weekend, and additional time was needed for our Regional Manager to assess the situation.

  Unfortunately, before we had the opportunity to resolve the matter internally, Ms. ******* submitted a complaint to the Better Business Bureau. In light of this, we have taken the following actions to address the situation:

  1)   Ms. ******* has been removed from collections.
  2)   A full refund for the carpet replacement charge has been issued.
  

  We deeply value Ms. ******* as a former resident and sincerely regret any inconvenience this situation has caused her. We had hoped for the opportunity to resolve her concerns internally before they were escalated to the BBB. Nevertheless, we are committed to ensuring that all our residents are treated fairly and to preventing similar issues from occurring in the future.

  
  

  Customer response

  08/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since June 20, 2024 the air conditioning unit in my apartment has worked a total of 12 days. When the first work order was placed on June 20th, no repairs were made until July 10th. 11 days later, the air conditioner went out again. A repairman was not dispatched for 16 days. After being repaired on August 6, the air conditioner stopped working after one day. Now, nearly 2 weeks later, repairs have still not been made. Management repeatedly ignored attempts to communicate and achieve a resolution on this. While a portable air conditioner was eventually provided, the overall apartment temperature has been 80oF. This refusal to make timely repairs is a blatant violation of the lease agreement and has caused extreme physical, mental, and emotional distress. I demand repairs be made immediately or to receive partial reimbursement for the time I have spent in a unit where the landlord has refused to uphold their part of the lease agreement.

  Business response

  08/23/2024

  There were five air conditioning work orders from **************.  He made his first a/c work order on April 17th and that was responded to on April 25th by changing the filter. The second order was place on June 20th and that was responded to on July 10th by adding a hard start and charging the unit.  In that interim, on July 4th,there was an order that appeared to be a duplicate and was closed out.  The fourth order was placed on July 21st,wherein ************** stated the a/c stopped blowing cold air.  A response was made on August 9th by All in One who made a few repairs. The last work order was placed on August 10th, wherein ************* stated that the unit worked for a few days and is now not blowing cold air again.  Our contractor, All in One stated that the unit needed to be replaced and would give us a quote on the price.  On August 21st, the parts were received and the contractor replaced Mr. ****** unit.  As you can see, we have diligently responded to each and every work order.  We spoke with **** today and the a/c unit appears to be working.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Apartment lease was signed and moved in on July 27, 2024 with no issues. Building was recently built and I was the first ****** to move in the apartment. The apartment was sold with a parking garage that was promised garage entry private only to people who lived on the property which is why I bought the property. Upon moving, the leasing manager informed me that the private garage entry wasn't working at all and would be notified to customers when it would be up as they were still working on it. This gave me pause due to the fact that I have a KIA, but I hoped that it would be fixed as soon as possible. This did not happen. On August 3, 2024 at 4:48pm, I had heard my car alarm go off several times. I went downstairs and found my car ransacked, glass broken from the rear side, and my driving console completed ruined. I called the police and got a report taken with my car undergoing repair as of tomorrow. Due to this, I have had to pay several Lyfts to get around, pay a $500 deductible, and clean my car out. My best resolution to this is for Metropolitan Holdings to cover the full damages for my car including deductible for my car as well as reimbursement for Lyfts or additional inconvenience this has caused me. I called several times throughout the week and didn't receive an answer from the leasing agent until today after calling several property numbers. ***** stated that they were just getting fully staffed this starting next week, which is why nobody could get in contact with me. ***** promised me today that admin reached out to them about the situation, but I haven't heard anything back yet.

  Business response

  08/12/2024

  As part of ********************** recent tour, we discussed the fact that the garage is unsecured. However, the building is secured with key fob access. We would like to take this opportunity to remind ****************** that, as outlined in the Lease Agreement he signed, the responsibility for your vehicle and any personal belongings within it lies with you as the resident. The Landlord is not liable for any theft or damage that may occur. That being said, we understand the importance of feeling secure in your living environment. While we cannot assume responsibility, we are here to assist ****************** in any way we can to ensure his peace of mind. Please feel free to reach out if there are any concerns or if there are any additional precautions,we can help ****************** with. 

  
  Thank you for your understanding and cooperation. We are committed to making your experience here as comfortable and secure as possible.

  Customer response

  08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22094324
  
  I am rejecting this response because: It is false that I was told at the initial tour that the garage was an unsecured. This was an item that was a requirement of moving into any  apartment which is why i went ahead with signing the lease. On top of this, the business didn't provide any follow-up call/email or anything related to the incident. At this point, I don't feel secure in my apartment due to the chance that anybody could vandalize my car again when it's fixed or I could possibly be robbed. I want further resolution in the situation as I was forced to throw away my belongings out my car that was shattered with glass and I'm stuck with a $500 deductible.
  
  Regards,
  
  *************************

  Business response

  08/29/2024

  Again, as part of ********************** recent tour, we discussed the fact that the garage is unsecured. We would refer **************** to his Lease as we are unable to attach it, herein, for privacy reasons.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See evidence uploaded to website and ****** review submitted online: Avoid this landlord. They will fraudulently report you to a collection agency named "*****************************" several years after your lease ends with them. Some background: my lease ended as on July 11, 2020 and i also moved out right before that date. 3 years later they submitted a claim to their collection agency and this resulted in a **************** my credit score temporarily. The 3 major credit reporting bureaus have since removed the derogatory record from my credit profile (thankfully). To recap: if you do business with this landlord you will expose yourself to potential credit fraud and fictitious claims reporting

  Business response

  07/26/2024

  ****************** left owing approximately $125.  An invoice was sent to him which was never paid.  Thus, it was then sent to collections.

  Business response

  07/26/2024

  Sending a clearer invoice sent to ******************

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