ComplaintsforBel Air Court

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The experience that I’ve had with their BELAIR Court apartments has been terrible. Prior to moving in, I sent all my documents to them, and because one of their associates messed up on one of the form, I was required to get that same form notarized once again and there was no apology given by the manager who goes by the name of *****. They told me that there was nothing they can do until I get it notarized when it was their own lack of professionalism. Not only that, I paid my rent for the month through their online website. The website although it’s required, provides no disclosures whatsoever to let you know that your online payment will take up to 3-5 days to process. You have six days to make your payment on time and they called me on purpose two days later to let me know their system notified them that it couldn’t take my payment. That’s so terrible, if you have a system that takes up to three days to let you know, why don’t you put it in fine print on your website that it will take the allotted time to do so? I talked to the same manager *****, and she is the rudest manager to ever come across. She said there was nothing they can do and told me I was responsible for $100 and $50 NSF fee and I said I cannot afford that, and I even shows confirmation that I made the payment days before it was late. If there was an error it should’ve been known prior to it being late. I would understand if I didn’t even attempt to make a payment but they made it seem like i was negligent and I do not appreciate it. ***** should be fired and she should not be a manager, she has no communication skills whatsoever. She told me she reached out to her VP and they offered to waive only the late fee and that I had to give it to her within the same day. I was at work and can’t leave my job and because I told her I work a bank she included a slick comment that I should be able to make a money order and drop it off. She is insanely nasty and again should be fired.

  Business response

  09/18/2022

  The resident ****** ****** applied on our Rent Café web site, July 12, 2022. He was relocating from Florida. After processing his application his score requires a co-signer.  The mom ***** ****** agreed to co-sign  His move in date was for July  22,2022.  Since they were both still in Florida we scanned the lease agreement to ****** and *****. The lease agreement needed to be notarized since management could not witness the signatures.  When the lease was scanned back it was noticed it did not have the new apartment address on it.  ***** called ****** to explain the mistake and apologized a few times. He was told we could not release keys until we received back the correct lease. They scanned back the co-signer addendum and ****** was on his way to Columbus. He signed the correct one after arriving.  ****** added his brother ****, which was in Columbus as an occupant. 

  
  ***** did not have contact with ****** until 9/8/22 when his ACH rent payment came back declined.
  ***** called to let him know that his payment  came back NSF. ****** was very upset about this. She tried to explain that when he made his payment it was like writing a check. It takes a few days to clear and there was a holiday in that week. *****  told him he owed  Rent, NSF fee and late fees.  After numerous emails the AVP agreed to waive the late fees if he paid rent & late fees  by  9am on 9/9/22 .

  
  ****** continued to send emails stating he could not pay until after closing on 9/9/22. He was told if he did that then the late fees would not be removed.
  The roommate **** brought a money order in the leasing office the morning of 9/9/2022 so late fees were removed.

  Sincerely

  ***** ********

  Property Manager

  Customer response

  09/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18010750
  
  I am rejecting this response because: 
  They are very negligent and very slick with their words. Although it may sound professional, they need to be held accountable. I'm not the only one who has had issues with their service. This attachment I've included proves that ***** is incompetent as a manager and needs to step down from her role as maybe she has been in it for far too long. Because I told her I worked for a bank she assumed it was a regular branch and that I could have a money order issued in the time that she told me, but it was already too late. She gave me no time whatsoever to garnish a money order because their office opens at 9 and banks open at 9am as well it is not fair. Once again, they need to provide online disclosures stating that once you make the payment it will take a couple days to process and need to teach their employees to reiterate that same information when an occupant calls regarding on whether or not their rent was paid for that month or not. This isn't new information, even when they send the payment confirmation it gives no inclination that it is processing which could make somebody confused as to whether they received it or not. Just because it says confirmed, you need to include that it will take a couple of days to process so that we are well aware that it may be kicked back. Instead, she told me she checks her bank every day and I should do the same. We are in the 21st century, why is it that you can't even check your payment history through the so-called website you provide to consumers to pay their bills. This just teaches me that I have to now make money orders because their website clearly isn't up to par, and so is the manager. They told me that they would waive the late fees but proceeded to send a late notice on my door negating that. Very poor customer service. I sent my payment on the 2nd, and it took 6 says for them to get back to me, even though I called them prior to ask if they got the payment ok. The person I called should have told me that it might get kicked back. I get that it's a holiday but own up to your negligent customer service and your poor executed website missing the very required disclosures that it needs.
  Regards,
  
  J R

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