ComplaintsforCase & Associates Properties, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint against Villas of Waterford regarding an unfair $300 damage fee charged for carpet stains in the unit we recently vacated. My boyfriend and I lived in unit 1712 and moved out and turned keys in on June 19th.Upon vacating, we took several steps to ensure the carpet was in excellent condition, including shampooing it thoroughly. Despite our efforts, the apartment management sent us pictures of carpet stains found underneath the carpet, which were not visible to us during our occupancy or upon our move-out inspection. We believe these stains were pre-existing, potentially present before we moved into the unit.During our tenancy, we paid $497 in pet-related fees and $60 per month in pet rent. We understand that the lease states these fees do not limit our liability for damages; however, we feel it is unreasonable to be charged for pre-existing stains because what exactly are we paying these Fees for?!Here are additional details:We paid the total balance owed, including the disputed $300 fee, to prevent it from impacting our credit.The lease includes a pet addendum stating our liability, but the amount paid for pet fees should reasonably cover minor wear and tear.We request a review of this charge and a refund of the $300 damage fee. We believe it is unfair to hold us liable for conditions that were not disclosed at the time of move-in and were not visible upon our departure.Attached are:Photos of the carpet taken during moving out.Correspondence with the apartment management.Our lease agreement, including the pet addendum.We hope the BBB can assist us in resolving this matter fairly.Desired Resolution:A refund of the $300 damage fee for carpet stains that we believe were pre-existing.Thank you for your attention to this matter.Sincerely,*********************** & ***************************** ************

  Business response

  07/23/2024

  Hello ************,
  
  Thank you for bringing your concerns to our attention. Weve reviewed your account and all the charges mentioned. The carpet at your move-in in September 2023 was only 4 months old, and the previous resident did not have pets. The carpet was cleaned before your move-in. At your move out the carpet had to be replaced due to heavy urine odors, and the pictures they provided were to show the stains underneath, which were the cause of the smell. The total carpet replacement was $966; however, the manager took into consideration the fees paid and depreciated the charge of the carpet replacement to $300. We will not refund the carpet replacement charge.
  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  07/23/2024

  I am rejecting this response because:   
  

   I must express my continued disagreement with the charges and the reasoning provided.
  While you mentioned that the carpet was only 4 months old at our move-in in September 2023, and that the previous resident did not have pets, there is no concrete evidence presented to support this claim. Additionally, there is no proof that the stains and odors found underneath the carpet were caused by our pets. It is not standard practice to lift the carpet during routine inspections, so it remains unclear how the stains were determined to be new or caused by our occupancy.
  We diligently maintained the unit and ensured the carpet was thoroughly cleaned before our departure. Given that we paid a significant amount in pet fees ($497 initially and $60 monthly), it is reasonable to expect these fees to cover potential minor damages, especially since no issues were noted in the visible portions of the carpet.
  The decision to replace the entire carpet at a cost of $966 seems excessive, and it is unclear why a more cost-effective solution was not considered. The depreciated charge of $300 still seems unjustified given the circumstances and the lack of clear evidence tying the damage directly to us.
  We respectfully request a more detailed explanation of the assessment process and reconsideration of the charge. We believe a fair resolution would take into account the ambiguity of the stains' origins and the substantial fees we already paid for pet-related concerns.
  Thank you for your understanding and consideration.

  
  Sincerely,
  ************
  
  

  Business response

  07/24/2024

  ************,
  
  We understand there is still a disagreement regarding the charge. When you moved-in, you had the opportunity to report any damage or issues with your unit on your Move-In Condition Form, but we did not receive any such information from you at that time.
  
  As agreed, per your signed lease, you are responsible for damage caused by your pets during your residency, which includes but is not limited to carpet replacement.  Based on the damage and stains upon your move-out, as documented in photos, the depreciated carpet replacement charge will remain as stated.
  
  Weve attached the invoice for the 4-month-old carpet at move-in, as well as the invoice for the carpet replacement at your move out for your reference.
  
  Thank you,
  Case &Associates Properties, Inc. 

  Business response

  07/24/2024

  We need to include the two attachments to our response. 

  Customer response

  07/24/2024

  I am rejecting this response because:   
  

  Thank you for providing the invoices for the new carpet installation. However, this does not address our primary concerns regarding the origins of the stains and the justification for the charge.
  While the invoices show the purchase and installation costs of new carpet, they do not serve as concrete evidence that the stains and odors were caused by us or our pets. The following points remain unaddressed:
  Stains and Odors: There is no proof that the stains and odors found underneath the carpet were not present before our tenancy. It is not standard practice to lift carpets during routine inspections, so the stains could have been caused by previous tenants.
  Carpet Age: Although you mentioned that the carpet was only 4 months old when we moved in, we have no documentation to verify this claim. Without concrete evidence, it is impossible to confirm the actual condition of the carpet at our move-in.
  Reason for Carpet Lifting: It remains unclear why the carpet was lifted after our move-out, especially since we shampooed it and left it in good visible condition. This action seems unusual and raises questions about the standard procedures followed.
  Use of Pet Fees: We paid substantial pet fees totaling $497 initially and $60 per month, which should reasonably cover potential minor damages. It is still unclear what these fees were specifically allocated for if not for addressing issues like minor carpet stains.
  Cost of Replacement: The invoices provided show the total cost of carpet replacement at $1,011.92, including materials and installation. We acknowledge the decision to depreciate the charge to $300; however, we believe this cost is still excessive given the circumstances. A more cost-effective solution should have been considered, especially given the significant pet fees we already paid.
  We request a more thorough review of our case and a fair resolution that takes into account the ambiguity of the stains' origins and the significant fees we paid. We believe it is unjust to hold us responsible for damages that we did not clearly cause.
  Thank you for your understanding and reconsideration.
  Sincerely,
  ************
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are writing to formally lodge a complaint regarding ongoing issues at Watercress Apartments. Due to recurring issues and the management's disagreeable approach, we find it necessary to escalate these concerns. We have lived in the apartment for four months and the air conditioning unit in our apartment has malfunctioned four times causing significant discomfort and disruption, particularly during peak summer temperatures. The frequent breakdowns of the air conditioning system have necessitated multiple maintenance visits during working hours, disrupting our schedules and productivity. Additionally, a week ago a recent water leakage from the malfunctioning air conditioner necessitated the removal of the carpet in our master bedroom. We have yet to hear from management regarding when our carpet will be fixed or replaced. With the frequent malfunctioning of the air conditioning, management has also been accusatory and argumentative with us. While our inquiries were addressed promptly, management unjustly attributed issues with the air conditioning unit to us and were also told that our thermostat setting was "too cold". *Note the temperature was in normal range and we are the ones paying for the energy bill not management. Also, there was not a specific temperature that the air conditioner should be set on stated anywhere in the contract we signed but management is "telling" us what it should be set to. Due to the malfunctioning air conditioner, lapse of timely repair of the carpet, and accusatory nature of the management staff, we have felt uncomfortable and disregarded at **********. As paying tenants, we feel undervalued and exhausted of the multiple inconveniences this has caused us. Therefore, we have made the decision to terminate our lease early which is causing us the financial strain of paying the early termination fee. We are extremely disappointed in the Watercress Apartments and how our living situation has been the past months.

  Business response

  07/23/2024

  Hello ****************,
  
  Thank you for bringing your concerns to our attention. Weve reviewed your account and all concerns regarding youre A/C. Our records indicate that maintenance has been quick to respond to all calls and has resolved issues in a timely manner. We did, however, have a miscommunication internally regarding the carpet being pulled from the condensation leak, and we sincerely apologize.We understand this is frustrating and to help right the wrong, we will waive your termination fees at move-out. Your manager has been made aware, so please contact her directly with any questions. We appreciate your residency thus far and wish you the best in the future.
  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  07/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this apartment complex back in October of 2023. No one from the office brought me to this unit to inspect it prior to moving in and I am slowly seeing why that was the case. The nature of this complaint is in reference to a leaky air conditioning unit that I have submitted numerous maintenance requests for since January or February of 2024 and the issue is still not resolved as of June 2024. It is located directly above my bathtub and the leaks drip simultaneously from the unit and the vent fan. I spoke with the property manager ****** about a month or so explaining my frustrations with the leaks, the potential for mold to grow because of the moisture from the leaks, my upper respiratory issues, and the lack of expertise and urgency on behalf of the staff to actually fix the problem. ****** assured me that it would be fixed and I thought that it had been resolved until I noticed the same area that I reported previously was leaking through their paint job this evening. I am extremely angry because maintenance covered up the issue instead of fixing it for good. I refuse to endure this for another six months. This is a major violation of my rights as a renter per our lease agreement. It seems as if the complex is trying to cut costs at the expense of my wellbeing and health by avoiding to replace my leaky air conditioning unit. I'm concerned about the water that trapped behind the drywall being a potential breeding ground for mold. I cannot afford to break my lease so if this is an issue for ******, then arrangements need to be made for me to move into an entirely different unit immediately. This is totally unacceptable!

  Business response

  06/12/2024

  Hello ****************,
  
  Thanks for reaching out. We are very sorry to hear youve experienced issues with a leak. We contacted the property to discuss the issues at hand, and were happy to report the leak has been resolved. We understand the bathroom ceiling is still pending final repairs, and the manager has scheduled for this to be completed within 3 business days. Again, we apologize and understand the frustration.
  
  While the leak has been fixed, we cannot guarantee that another leak wont happen or another maintenance issue wont arise, as those can happen at any time. To accommodate your request, you can provide the property with a 30-day written notice, and they will not charge you a termination fee to move off property. Please contact the office with your decision, so they can ensure all proper paperwork is completed, and that your notice is properly received.  They will discuss all details with you regarding move-out and final charges.
  
  Thank you,
  Case &Associates Properties, Inc. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 5/2/2024-5/3/2024 ***************** Moving into Apartment on 5/6/2024. Background: I am a current active duty naval officer on orders not in the continental U.S. My fianc and I recently moved to *************, **. Issue: Mission Point apartment complex showed my fianc move-in ready apartments. The only apartments requested to be shown were move-in. Leasing agent notified us best apartment available, with earliest move-in being Monday, May 6th. Apartment was shown on Thursday, May 02. ***** was sent to me, with a move in date of Monday, May 6th, 2024. For clarification, we did not request a move in on that date. Leasing agent set the date for move in and put the date in the lease (which is attached in the formal complaint). ***** was signed by myself On Friday, May 03. Movers were scheduled for move-in date Monday, May 03, as was storage delivery of our household goods. On Saturday, May 03, I received two voicemails notifying me to call Mission Point apartments. They were aware I was active duty, not available. I received permission from my Chain of Command to deal with this issue. Upon speaking, the leasing agent notified me the apartment would not be available. I notified her that movers and household goods drop off had already been scheduled. Without a doubt, beyond defensive, unapologetic, and verbally accusatory towards my fianc and myself. Leasing agent notified us of these points below:1) It was our fault, not the apartment's, that this issue was happening - after all, we had signed the lease late. - Lease was signed and delivered the same day it was sent. 2) There's nothing she can do about rescheduling the movers and the household goods drop off and the apartment wouldn't be ready until a later date - Wednesday, May 8th, 2024. A new lease was sent to my email on Saturday, May 4th, 2024. No explanation provided why until I returned the phone call.Would like to provide more info, no characters remain.

  Business response

  05/29/2024

  Thank you for bringing this matter to our attention. We strive to provide excellent customer service and would like to apologize for any inconvenience this may have caused. We understand how frustrating this situation must have been for you while on deployment.  While we are sorry to hear of your negative experience we do appreciate your feedback and will continue to work on improving our customer experience.  Please let us know if we can be of any further assistance at this time.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I applied and got approved for a 2 bedroom 2 bathroom lease with Villas at Aspen Park. I paid a total of 460 for application/admin/deposit fees. As time got closer to my move in date, I made ******* aware that I wanted to cancel my application and receive my refund for the deposit and admin fees. I was aware the application fee was non refundable. I was not aware as it was never said or explained to me that the deposit and admin fee were non refundable. As they usually are, and again there was not type of expectation set that those fees were non refundable. As Im speaking to ******* and making my request known, she proceeds to interrupt with me with condescending remarks and kept telling me Im not getting my deposit back. ******* proceeded to make the conversation hostile, even as I asked to speak with someone else higher than her. She placed me mute without any warning and never came back to the call. She was extremely unprofessional, and showed no empathy or even try to. ******* should not be able to hold her position if this is how she handles potential residents and people in general. I also asked where my deposit would be going since Im not moving in and she got even more upset. I would just like to receive my refund for deposit and admin fees, especially with the hardened economy, I need all my funds. Thats all Im asking for. No one wants to go to court for this matter, but I am willing to do so in this case.

  Business response

  04/23/2024

  Hello ***********************,
  
  First,we want to apologize for the issues you experienced with the onsite team. The Supervisor is aware of your concerns and will review and address them internally. Second, we understand youve spoken with the manager of Villas at Aspen Park, and shes informed you that although our Rental Application Criteria explains our cancellation policy, she will, in good faith, refund your full deposit, redecoration fee, plus administration fee totaling $400. The application fee charge of $60 will remain as you were processed for approval.
  
  Thank you, and we wish you the best.
  
  Case & Associates Properties, Inc. 

  Customer response

  04/28/2024

  I have reviewed the business response and accept this resolution. Currently still waiting on mailed check for amount of ****** as promised. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a phone call on March 25 at roughly 8:30 a.m. from property manager of Sunchase Apartments *************************. ******* began accusing me of leaving "nasty" notes on vehicles. I proceeded to inform her "I know nothing of the notes she was referring to and I have not seen any notes on vehicles." I asked if she could substantiate her accusatory claims, she could not. Therefore, I consider *******'s claims to be harassment. I have made contact with the corporate office and have had no luck in generating a reply regrading my concerns of property managers employed by Case and Associates displaying harassing behavior towards residents.

  Business response

  03/27/2024

  ******************,
  
  Were sorry to hear youre upset with the call the manager placed to you. That was not the purpose of her call. We can assure you she was simply doing her due diligence as a manager and working to address an issue that had been brought to her attention.
  
  We know you mentioned you havent received any communication from our corporate office; however, we havent shown an attempt to contact us since 2021. The property supervisor will reach out to you via phone today to discuss your concerns in more detail, so please be expecting her phone call.
  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  04/01/2024

  I am rejecting this response because:   if ************************* were doing her due diligence, she could have substantiaed her claims when I requested her evidence supporting her claims.

  My mention of not hearing from the **************** references the fact that prior to resolving my first complaint i received more harassment from the diligent ***********************. While waiting for the  Corporate response to the first complaint, the diligent *************************; began giving out my phone number to resident guides to harass me by proxy, which generated another complaint. The second complaint was generated before receiving a response to the first.

  I consider this response to my very real concerns a lame attempt to sweep my claims and your responsibility under the table without resolving the issue. Therefore, I reject this nonsensical rebuttal.

  Business response

  04/01/2024

  ******************,
  
  Weve received your response. We are sorry that you are not satisfied with our attempts to resolve your issue, however, after your initial complaint was received, the supervisor attempted to contact you via phone without success to resolve your concerns directly. She has yet to hear back from you.
  
  As for the claims that the manager distributed your phone number, that is false. We do not release our residents personal information.
  
  We can assure you that we are in no way attempting to sweep your concerns under the rug, we have made attempts to contact you to resolve your concerns. The supervisor will reach out to you, again, by the end of day 4/2/2024.
  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  04/01/2024

  Case and Associates staff are continuing the harassing behavior that was explained in a previous unresolved complaint. Sunchase staff are giveing out my phone number to "resident guides" to check on my interest of the property. I consider this to be harassment by proxy, I will not tolerate any further harassment by Case and Associates and I take this continued harassment very seriously. If I receive any further harassment by any Case and Associates staff, I will request my local law enforcement agency to intervene in this matter.

  Customer response

  04/02/2024

  I am rejecting this response because:   you lied about making contact yesterday, it's safe to assume your lieing about making contact by the end of today. You are calling g me a liar while I can substantiate my claims of harassment by ***********************. 

  To be clear, it is not my responsibility to reach out to you after I have submitted a formal complaint about harassment by your staff. It is your responsibility to contact me following the complaint, something you and your staff have failed to do. 

   Therefore, I regect the even more lame attempt to sweep my concerns, my credibility, and your responsibility under the rug. 

  Business response

  04/02/2024

  We have spoken with ****************** on the phone, and he does not wish for a resolution regarding his complaint of one phone call from the manager. He's requesting $43,500 for a single phone call that he claims was harassment. After internal review, he has not been harassed, and will not be receiving $43,500. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a 2 bedroom, did not get to see the actual apt, got rushed thru it, leasing agent said it was Rent ready and advised it had a closet at the top of the stairs. When I was already moving in, found that the apt was NOT rent ready, I could not stop everything, all my utilities, cable, everything was already switched and I work from home. Nothing was painted, ceiling fans screws were so backed out that fans where falling from the ceiling, shelving was falling out of walls, dryer vent was unusable, carpet was so dirty, light bulbs not working, fridge was missing parts, dishwasher rack was rusted thru which is literally a health hazard but I was told it was all cosmetic, no closet at top of stairs. My complaints were not resolved and I was given plausible deniability and told that it was my opinion when I complained. I had to endure a dog barking for months from early morning until at least 5pm, whenever renter in #*** was not home which put my anxiety thru the roof which I struggle with on a daily basis. There was scratching above my bedroom, addressed the office with video and emails. It never got resolved. My bedroom and bathroom always so cold. Have pictures of siding missing that exposed my attic space to the outside elements and wildlife coming in and out. Another health issue. Ice build up on my windows and sliding door, dog poop everywhere. My electric bill was so high trying to warm the apt. I had to buy out of my lease to get out. I was so overwhelmed with anxiety and depression and stress living there. I have lived in apts most of my life and never have I had such horrible management that resolves nothing and makes you feel like you are nothing but a cash cow and they don't care what the conditions are. The scratching and wildlife above my bedroom even started moving into the 2nd bedroom and living room. I was so scared, unacceptable. Then told they will take care of it AFTER I move. I had to still pay $999 and now getting billed twice for water.

  Business response

  05/01/2023

  Hello Ms. ************,
  
  Thank you for reaching out. We’ve reviewed your account and all correspondence between our onsite staff and corporate team as well. We understand you weren’t happy at move-in; however, we understand through emails between you and our onsite team that they resolved all issues you complained about, including replacing appliances for cosmetic reasons, and you were satisfied with the outcome. The onsite team did address the dogs barking with neighbors, but we understand you still weren’t happy. The critter issue was attempted to be addressed with a 3rd party vendor, but due to 3 reschedules for personal reasons, you asked us to not worry about it until after you moved out.  The Supervisor had offered to let you out of your lease with no termination fee due to your unhappiness earlier in your stay, but you declined stating we had handled your complaints. You did move-out owing a termination fee, which only half of the total amount was charged, but based on email correspondence you were in agreement that you owed and would pay the balance, which also included the water billing breakdown. We were not made aware of electric billing concerns during your residency.  Based on all correspondence, we believe our onsite team went above and beyond to help make your apartment a great place to live, and handled issues brought to their attention. All charges for the early termination of your lease stands, and your refund of $205.72 has already been received on your end.
  
  Thank you, Case & Associates Properties, Inc. 

  Business response

  05/02/2023

  Ms. ************, we can ensure you have not been double billed. We’re unsure as to what the water bill you received is, and why that balance is different than what the property charged, as the property prorates the final water bill and as you’re a past resident, those final water bills are not sent via mail/email. The difference is $0.39. We understand you’re concerned about this $0.39 balance, so we will send you $1 cash to compensate for the $0.39 difference. We will mail this to your forwarding address on file – **** ** **** St. N. $1108, Wichita, KS ******
  
  To reiterate the water billing and explain how you were not double billed, please see the following breakdown below and also attached. It lists dates for your water billing. Also, please note that you received a refund for $205.72 of your deposit which indicates you do not owe a balance, and therefore no balance will be sent to collections. *Please note, the dates for the final water bill on 3/20/2023 should read 3/16-3/30 – please excuse the typo.
  
  Date Description Charge Payment Balance
  2/26/2023  Water Billing 01/16/23 - 02/15/23 25.71 25.71
  2/28/2023  chk# :ACH-WEB Online Payment - EFT Payment. Web - Resident Services 25.71 0
  3/1/2023  Rent (03/2023) 20 days 645 645
  3/1/2023  chk# :ACH-WEB Online Payment - EFT Payment. Mobile Web - Resident Services 645 0
  3/20/2023  :Security Deposit credit -225 -225
  3/20/2023  Early Lease Termination Fee 999 774
  3/20/2023  Final Water Bill 2/16-2/30 4.28 778.28
  3/20/2023  Replace Drip Pans ($5 each) 15 793.28
  3/20/2023  Amount to be refunded 205.72 999
  3/20/2023  chk# 0000429681 999 0
  3/20/2023  Move out refund (Payable) -205.72 -205.72
  3/31/2023  Chk# ******* to payable -205.72 0

  Customer response

  05/03/2023

  Regarding the water bill and the actions of Staff and how business is conducted and zero response from office manager regarding the Water Billing, it was in my best interest to ask about it but then when I get no answer about it, I am definitely going to voice a concern when I get a bill for fear that this would somehow end up in Collections and then a "that is your opinion, you are allowed to have your own opinion"  or "plausible deniability" as to why that happened when I asked about it. I think that is called, "being gun shy or covering my backside".  I hope that all the photos and responses I have provided to you prove to you that as a former resident, I was NOT  happy and everything was justified but I surely left alot more out. There are other properties that you own that are really quite nice with great staff. Silver Springs needs some serious work since around September 2022 or just a little before. Until you make managers and staff responsible for their actions and lack of proper management skills, dishonesty and devious immature behavior, you will continue to have problems. Leasing agent that I had to deal with on a few incidents, I felt like I was at a used car lot. He was terrible. What I have submitted is not the complete list. I used to "shop" managers and staff at Apartment Complexes and I can tell when there are problems. You have problems. Pretty good indication why there are so many units that have stayed open when it used to be 100% full from what I understand.  In the time I was there, it maintained at approx 10 open units available the entire time. Other locations you own are not like that and yup, that is my opinion. The mental distress that I endured there was horrible, it caused me to be physically ill and effected my health greatlyt. Running out of my room at 7am due to this animal trying to dig thru my ceiling and dealing with that everyday and the constant dog barking and paying $999/month just in rent? At this time, I will accept the $1.00 sent to me for the overpayment of $0.39 and hope that this opens your eyes to what is really happening at this complex. The pictures don't lie. And as I stated, those are not all of them.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a resident. I moved out Aug 2021, and the apartment complex accused me of damaging the apartment and carpet without providing any evidence. There was no final walk through because the end of the month was on a wknd and manager said she would not be in to do it and I should just leave the key. I had a phone call with her after moving out of state, where she stated apt was unclean and carpets irreparably damaged, citing pet dander everywhere. I informed her I did not own a dog and never had any animals to visit. She said she thought she saw me walking a dog at some point. I told her she was mistaken. I think she was confusing me with some other tenant. I requested evidence of damage and got no response. I have photos that I took upon leaving the apt. I did this because I knew the apartment was clean. I appealed with the bill collector and got no relief. I filed a letter with the credit bureaus. I had an 812 credit score from years of responsible practices. This incident has lowered my score 100 pts. This is impacting my ability to purchase a new house. I lived there for only 9 mo.as a single woman with no pets. I cleaned that apt and there was no pet dander requiring them to replace all of the carpet. This claim is totally false. They charged me $700 in damages which is ridiculous. I would prefer not to fly back to go to court but this is completely unfair. I could easily pay the remaining 400 dollars but it is the principal that this is either just very unprofessional or actually intentionally fraudulent behavior. You can see in the photos I left my keys, I carefully kept the box w instructions for next tenant for the thermostat they installed and because I had a great experience and I thought it would be nice, I left management a bottle of wine and 2 glasses to say farewell! You can even see the cleaning materials in the picture. If I had carelessly left a nasty damaged apartment I would not have pictures like these.

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2022/12/20) */ Hello, thank you for contacting us. After forwarding your concerns to the Regional Vice President, she has reviewed all photos along with your complaint and has agreed to remove $300 of the carpet charges. The carpet was severely stained and did require additional, professional cleaning. This reduces your balance owed to $108.62. Please allow 48 hours for the community to notify the collection agency, M.A.R.S., of the new balance. Thank you, Case & Associates Consumer Response /* (3000, 7, 2022/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the itemized bill I received from the collection agency they had to REPLACE the entire carpet due to "deep staining pet dander smell" for 480 dollars. Your statement alleges they had to do professional carpet cleaning for 300 dollars. The inconsistencies in your statements as well as the reasonableness of the dollar amounts I believe strengthen my case. There was NEVER a pet inside of my apartment not on one single day of my 9 months of living there! Not living there or visiting. I can easily provide witnesses that I did not own any pets. Your representative is either lying or mistaken. In addition, I believe a reasonable judge would look at my photos and question the reasonableness of all your charges. Possibly wondering as I do if there is a pattern of overcharging tenants. For example charging me 35 dollars to clean the bathroom when anyone can clearly see in the photo that the tub, sink, toilet, and cabinet are quite clean! There is no disputing this based on my photo. Which would then call into question the credibility of all of your other charges. If a judge weighed the following: -my photos -my excellent credit history(which frankly I certainly wouldn't jeopardize if I were in the wrong, I had an 820 before this, which is exemplary) -my short tenure in the apt(9 mo) -my witnesses and character references -my professional ethics as a teacher and a licensed therapist -the fact that I could easily pay this bill if I had in fact damaged the apartment -my willingness to pursue this matter for this length of time. -your lack of evidence proving otherwise I believe a finding in my favor is more than likely. Clearly this is a matter of principal for me, not just money. If we do have to take this to court(which my brother who is an attorney recommended to me), I would ask for the price of my plane ticket to come back to argue this case in addition to the other charges. I am not an antagonistic person, but I do believe in reasonable justice. I am asking that you refund the 480 dollars that I was charged for carpet replacement. I will not argue further about charging me 35 dollars to clean the bathroom and stove which were clearly clean, and replacing the drip pans which I know were new. You still made a profit by unfairly keeping part of my deposit for very disputable charges. Completely remove the 480 for carpet replacement, which will entirely remove the collection account and refund approximately 72 dollars to me and I will not pursue this matter any further which would be easier for both of us. Business Response /* (4000, 9, 2022/12/28) */ Ms. *************, we revised the balance owed to only a heavy steam clean cost to help resolve your complaint and satisfy you. We will go ahead and zero out your balance, however it's important to note that we did indeed replace the carpet after your move-out due to the heavy stains. I've attached the invoice for reference. To clarify, we will bring your account to a zero balance but you will not be receiving a refund. Thank you, Case & Associates Properties, Inc.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning we were drawn to Aspen Park Apartments in Wichita for their location and price and the great office people we worked with that helped us get into our home. We have enjoyed living here, but now we are counting the days to when we move out. In the last couple of months we have been very frustrated with the new office people and not feeling heard. I have tried to talk to the office people about our concerns and they have fallen on deaf ears. A good example is the complimentary dog bags that they put out for the resident's. They have not been filling them for weeks on end and we are having to contact the leasing office multiple times. Being a dog owner that's very frustrating. We prepare ourselves to pick our poop up with our own bags sometimes when the bag stand Is not full. There are residents that are neglecting to pick up their dog poop and it has gotten so bad that we can't step into the grass without coming back into our apartment with poop on our shoes. Another issue of our concern is that the managemnt does not enforce the pet rules. Overtime we have noticed fellow tentants let there dogs out without a leash and do not clean up after them. It violates Wichita's Dog leash Laws. We activally try to follow those rules and it frustrates us when tenents get away with it. Another complaint of ours, is a tenant that works as a maintence worker here at this complex who lives close to us and has been loud after curfew set by the city and we have had to call Security, which it has gotten to the point the cops have had to deal with the situation. Being an employee and a tenant, they should be held to the same standard as everybody else. We have tried resolve this issue with both the tenant and the management team and it appears that it has made it worse. It is part of the reason why where choosing to leave. Maintenance fails to do some of the daily task. We have watched the maintenance guys neglect taking the courtyard trash when its very full and stinks.

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/12/16) */ We have spoken to our on-site team regarding the compliant listed. We will take appropriate action to correct these issues. This is not our company standard and we apologize for this inconvenience. Our regional supervisor reached out to you today and it is our understanding we will be resolving your issues. Thank you for caring and making your home Aspen Park. Consumer Response /* (2000, 7, 2022/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This apartment complex had not allowed me to renew my lease based on false noise complaints that they never investigated. They had sent out a security officer multiple times even while my family was SLEEPING and woke the whole apartment up. Then they say we can't renew based on multiple noise complaints. We then try to move into a different complex under their care, and we get told we have been blacklisted so we cannot rent anywhere in the vicinity and are forced to move a was away.

  Business response

  11/23/2022

  Business Response /* (1000, 5, 2022/09/08) */ Hi *******, after reviewing your address and unsuccessfully trying to locate you in our system, it appears you're currently living at Heights at Battle Creek Apartments. We believe you have contacted the wrong management company as we do not own or manage Heights at Battle Creek Apartments. Thank you, Case & Associates Management

*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. ↩