Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent out a check for Junes rent in the amount of $2095 that was applied to my rent on June 3rd. On June 5th my financial advisor notified me that the check came back with insufficient funds..there is over $300,000 in that account. I called the office at ********** and spoke to ***** and told her what happened. I asked her that if the check comes back can she have it reran. She said yes.Fast forward to June 14th, **************************************** the mail for non-payment with an eviction date of July 1st 2024.On June 17th, 2024 a check was mailed to MDI Property Management at PO Box 3308 for the amount of $4365 that included $2095 for Junes rent, $2095 for Julys rent, and the $125 late fee, and the $50 return fee.On Friday June 21st, 2024 I called the ************* again and left a message with *****.On Monday June 24th, 2024 I called the office and spoke with ***** who gave me the MDI email address and promised shed look into it.On Tuesday June 25th, 2024 I emailed MDI requesting information on the whereabouts of the rent check that was mailed in.After not receiving one phone call or email, on June 27th, having only 2 business days before the dated eviction, I emailed both the corporate office and the on-site manager demanding a response. I asked for confirmation of the check that was made out for $4365 or if I was to vacate the premises and if I need an attorney. They ALL responded to that email and said that they have had the check the ENTIRE time but will not cash it until Julyeven though the check is dated in June.making me break the timeline of paying or evicting. And they told me to go ahead and get an attorney. It is now July 1st and my account still shows that Im delinquent and getting evicted. But they continue to ignore any and all requests to communicate with me. I feel like with all of the hardship they put me through, they should eat the cost of the late fees. And perhaps an investigation into their management of funds.

  Business response

  07/03/2024

  Junes rent was entered into the ledger on 7/1/2024 as the resident stated we would get it entered in their email. The current balance as of today, 7/3/2024 is $0.00 and the eviction notice has been cured. 

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is against Vista Pointe Apartments/MDI Property Management. We are requesting a full return of our security deposit ($444 still owed), reimbursement of our prorated rent for February ($1400) and payment of the *** power bill that was for the billing period after we moved out ($283). Please see attachment for full explanation of our complaint.

  Business response

  03/25/2024

  Good afternoon,

  The $444 that was taken from the deposit was to cover the cost of the turn of the apartment. We mailed a break down of what those costs were for. I have also attached a copy for the record. 

  The lease agreement that was signed was from 9/1/2023 through 2/29/204. Even though the resident vacated early they are still responsible to pay through their lease agreement. I have included a copy of the signed lease agreement. 

  On the second page of the same signed agreement in the "Utilities" section the box is checked that the resident is responsible for their own electricity. If there is a discrepancy with the electrical company they would need to contact that company directly. 

  I did want to mention that in the complaint that was sent it stated that there is an attachment with the full explanation of the complaint but I did not see any attachments. 

   

  Thank you

  Customer response

  03/28/2024

   
  Complaint: 21473541
  
  I am rejecting this response because:

  After consulting with a tenant/landlord attorney here in Salem, we have legal grounds to continue to assert that we are entitled to our entire deposit (minus the carpet cleaning fee) and that it is also reasonable to ask for the property to either pay the *** bill directly or give us the money to pay the bill since it was for the billing period after we moved out. The pictures previously submitted support our argument that the apartment was left in outstanding condition and there would be questionable need for a full clean as noted on the cleaning invoice and there was no noted damage to warrant $224 worth of paint and labor. The attorney stated that it would have been encumbant upon the experienced manager to take the needed pictures of the drawers and tracts (and damage if there was any, which there was not in this case), and if those pictures were required than she should have known that and taken those pictures, unless there was intent to not take pictures to justify keeping renters deposits (thats a whole other argument). Attorney asked for management to provide me with documentation from their end, such as pictures, that would justify the need for painting and a full clean, especially since we only lived there for 5 months. Also, we are within our legal right to ask the property management company to pay for the February 2024 *** bill because it was for the time period after we moved out but before it was re-rented.  As a renter, we paid our rent timely and made every attempt to leave the apartment in better condition than when we received it, as it wasnt clean when we moved in. We acted in good faith based on conversations with your apartment manager who told us we could expect our deposit back, that this was of the cleanest apartments shes ever seen, and that it was almost turn over ready. There was no noted damage for the extensive costs of turnover that it appears you are claiming. Further, it is in good faith and good business that we should not have to pay for a utility that was errantly not taken out of our name by the power company. I spoke with *** today who said they have mailed a hard copy and previously emailed *** an invoice but the bill has yet to be paid. We hope that based on the facts of this complaint that we can come to an agreeable resolution without further need to involve other parties. 

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

  Business response

  04/08/2024

  Hello,

  If PGE could provide us with a revised bill for the specified dates under the property name, we would gladly proceed with payment.
  
  I consent to reducing half of the paint charge by $112. It appears that maintenance discovered the damaged blind slats during the unit turnover, hence, no photographic evidence was captured.
  
  A $100 refund has already been issued for the cleaning charges. While I acknowledge your assertion regarding the cleanliness of the apartment, we are obligated to ensure adherence to professional standards of sanitation and *** guidelines. Therefore, it is imperative for a professional cleaner to sanitize the home accordingly. This measure is essential for the well-being of our residents, as moving them into an apartment cleaned solely by the previous occupant would not be prudent.

• Initial Complaint

  10/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We moved into the White *** Apartments 10/2020. We signed a no smoking lease and the property management is not holding up their end of the lease as we have complained multiple times over the last 6 months about the cigarette smoke coming into our apartment. There are other issues with the same neighbors such as discrimination, child neglect, hostile living environment, threats of harm, physical harm, and other items that the property management is not addressing. We have been emailing and speaking in person with property management about all of our concerns, but they are never available, make excuses, and we are now having to live in an unsafe environment.

  Business response

  11/06/2023

  To whom it *** concern,
  
  Responding to this BBB complaint presents certain challenges given the nature of the issue at hand. We would like to clarify that White *** Apartments is indeed a non-smoking property, and all residents are required to sign the same non-smoking policy as part of their lease agreement.
  
  In compliance with ****** Tenant Landlord law, there are specific requirements that we must adhere to when addressing complaints. It is important to note that we are unable to disclose information about one resident to another resident due to privacy regulations. Our policy for addressing complaints follows the following procedure: 
  
  1. We request corroboration of the current resident's complaints from other residents.
  2. If we obtain corroboration, we proceed to address the residents with violations.
  3. Violations are issued, and if the issue persists and we issue 3 violations for said issue, we *** proceed with a "for-cause" notice.
  4. The "for-cause" notice grants an additional 31-day period for resolution.
  5. The "for-cause" *** not be the end of the issue, If the complaint escalates to the legal system, the courts then handle the case on their own timeline.
  
  It's essential to understand that certain types of complaints, such as discrimination, child neglect, creating a hostile living environment, threats of harm, physical harm, and other similar issues mentioned, cannot be addressed by our property management team. These matters are required to be handled by the appropriate authorities. Our role as housing providers is to issue violations when complaints are corroborated and to ensure compliance going forward. If there is threat of harm or violence, the police need to be called immediately. Our staff members do not possess law enforcement authority and are not equipped to handle situations involving threats of harm and similar issues. If law enforcement becomes involved, and criminal charges are filed against a resident, we do request documentation of these charges to address any lease violations on our part.
  
  In this specific situation, we have diligently sought corroboration from residents living around the unit in question and have taken all necessary legal steps in our purview. At this time, we are unable to attach any documents as they have personal information that we are unable to share with others. 
  
  We appreciate your understanding and cooperation in this matter.
  
  Sincerely,
  *************************

  Customer response

  11/07/2023

   
  Complaint: 20796191
  
  I am rejecting this response because:

  Regarding the cigarette smoking: 114 has verbally communicated to Property Management(********) that they had smelt the cigarette smoke in their apartment as well. 313 and 114 has also expressed that they have sent in emails of them coming over and smelling it in our apartment. We are a non smoking household and have sent in two different doctor's notes regarding this. 

   

  As for the other issues that were mentioned, response says to contact proper authorities. We have called them multiple times. They have stated it is a property management issue and there is nothing they can do at this time. Per our lease agreement we signed a Criminal Activity Addendum there is information that goes against what the response held. Would put all the information of this Addendum, however it will not let me copy it. This Addendum talks about threats to inflict personal injury, there has already been a physical fight started by 214, threats to use a taser, and they carry pepper spray. There is also a line about conducting themselves in a manner that will not disturb neighbors  peaceful enjoyment of the premisis. We are an LGBTQIA2+ protected class. Our neighbors who have faced racial discrimination are protected class as well. The actions of the neighbors have made the premises a hostile place. Will not upload documents at this time as it states this is public. 

  We have not received any emails back regarding complaints. Yesterday 11/6/23 was the first day in weeks of correspondence. We  received multiple Complaint Responses in our portal and a lot was unfounded. 

  Please let us know if you need anything else. 

  Sincerely,
  
  Bri And Ro Runejari

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July 2023, MDI Management advertised a move-in special at Eagle Pointe Apartments. If you applied and moved in within a week, you were eligible for a $99 security deposit on approved credit, and the first month's rent would be free (July 2023 rent). I signed a lease during this time, and in accordance with this advertised special. The lease I signed shows a rent concession of $877 for the month of July 2023, and a security deposit of $99. When I received the keys to the apartment in the middle of July 2023, there were multiple maintenance issues including plumbing, electrical, and cleanliness. We notified the management of our apartment complex within 24 hours, and they took the entire month of July 2023 to resolve these issues. Our apartment was not move-in ready until August 1, 2023. I have reached out to MDI Management regarding this issue and expressing that I have not been provided the benefit of a rent concession that was advertised to me, as the apartment was not habitable during the month of July 2023. I spoke to the management of my apartment complex verbally and over email, spoke over the phone to the corporate office, and communicated over email with the Regional Manager and Executive Portfolio Manager. They are unwilling to provide the benefit that they advertised heavily and on multiple websites (Apartments.com, etc.). It was also verbally stated to us when we toured the apartments. I would like for MDI Management to provide the advertised rent concession of $877 during a time period where a habitable apartment has been provided. I would also like reimbursement for electricity during the month of July 2023, and for MDI Management to pay for water/sewer for the month of July 2023, as the apartment was not habitable during this time.

  Business response

  08/17/2023

  Resident signed a lease and took possession of the unit on July 14th 2023. On July 15th 2023 the resident submitted their move in walk through paperwork with several items listed that needed to be addressed.  On 7/16/23 our office staff put in a work order to our maintenance team and the resident gave us permission to enter on 7/17/2023. The work order states the following issues the resident complained about along with our findings/corrections/fixes.
  When the toilet is flushed it takes a really long time to drain and not everything goes down all the way. -The toilet is a low flow energy saving toilet, they drain a bit slower
  -Hood fan in kitchen is loose. -Rangehood/microwave showed no issues
  -The flooring in the bathroom is peeling up on the left side of the toilet. -Caulked loose part and covered with tape to hold until dry
  -Heat lamp in bathroom is not working.-Replaced the heat lamp bulb
  -Patio railing is splintering so bad that it is unusable.-Sanded it was not unusable
  -The freezer has a weird yellow substance all over in it, even on the ice.-Saw dust from new construction cleaned out freezer and ice maker
  -The light switch in the bathroom is crooked and falling off.- No switch was loose in the apartment
  A member of our maintenance staff went into the unit on 7/17/23 and fixed everything but the railing and the toilet. The toilet was just slow to drain and the railing was cosmetic. Our employee was unsure if this was the low flow, energy efficient toilet and was waiting for a second opinion and was waiting on a sander to sand the splinters. On 7/20/23 another member of our maintenance staff went into the unit and fixed the last two items. On 7/28/2023 the resident came in to complain that the unit was not clean. When our staff went to check the unit they said there was minor dust and footprints on the floor. We sent a cleaner back into the unit for these minor items on July 31 2023. At no time since taking possession was the unit unhabitable. Per ORS ****** please see below or you can follow the link to the law that states what is required to maintain a premises to a habitable condition.  condition means..  ************************************************************
  ****** Landlord to maintain premises in habitable condition; agreement with tenant to maintain premises. (1) A landlord shall at all times during the tenancy maintain the dwelling unit in a habitable condition. For purposes of this section, a dwelling unit shall be considered unhabitable if it substantially lacks:
        (a) Effective waterproofing and weather protection of roof and exterior walls, including windows and doors;
        (b) Plumbing facilities that conform to applicable law in effect at the time of installation, and maintained in good working order;
        (c) A water supply approved under applicable law that is:
        (A) Under the control of the tenant or landlord and is capable of producing hot and cold running water;
        (B) Furnished to appropriate fixtures;
        (C) Connected to a sewage disposal system approved under applicable law; and
        (D) Maintained so as to provide safe drinking water and to be in good working order to the extent that the system can be controlled by the landlord;
        (d) Adequate heating facilities that conform to applicable law at the time of installation and maintained in good working order;
        (e) Electrical lighting with wiring and electrical equipment that conform to applicable law at the time of installation and maintained in good working order;
        (f) Buildings, grounds and appurtenances at the time of the commencement of the rental agreement in every part safe for normal and reasonably foreseeable uses, clean, sanitary and free from all accumulations of debris, filth, rubbish, garbage, rodents and vermin, and all areas under control of the landlord kept in every part safe for normal and reasonably foreseeable uses, clean, sanitary and free from all accumulations of debris, filth, rubbish, garbage, rodents and vermin;
        (g) Except as otherwise provided by local ordinance or by written agreement between the landlord and the tenant, an adequate number of appropriate receptacles for garbage and rubbish in clean condition and good repair at the time of the commencement of the rental agreement, and the landlord shall provide and maintain appropriate serviceable receptacles thereafter and arrange for their removal;
        (h) Floors, walls, ceilings, stairways and railings maintained in good repair;
        (i) Ventilating, air conditioning and other facilities and appliances, including elevators, maintained in good repair if supplied or required to be supplied by the landlord;
        (j) Safety from fire hazards, including a working smoke alarm or smoke detector, with working batteries if solely battery-operated, provided only at the beginning of any new tenancy when the tenant first takes possession of the premises, as provided in ORS *******, but not to include the tenants testing of the smoke alarm or smoke detector as provided in ORS ****** (1);
        (k) A carbon monoxide alarm, and the dwelling unit:
        (A) Contains a carbon monoxide source; or
        (B) Is located within a structure that contains a carbon monoxide source and the dwelling unit is connected to the room in which the carbon monoxide source is located by a door, ductwork or a ventilation shaft; or
        (L) Working locks for all dwelling entrance doors, and, unless contrary to applicable law, latches for all windows, by which access may be had to that portion of the premises that the tenant is entitled under the rental agreement to occupy to the exclusion of others and keys for those locks that require keys.
        (2) The landlord and tenant may agree in writing that the tenant is to perform specified repairs, maintenance tasks and minor remodeling only if:
        (a) The agreement of the parties is entered into in good faith and not for the purpose of evading the obligations of the landlord;
        (b) The agreement does not diminish the obligations of the landlord to other tenants in the premises; and
        (c) The terms and conditions of the agreement are clearly and fairly disclosed and adequate consideration for the agreement is specifically stated.
        (3) Any provisions of this section that reasonably apply only to a structure that is used as a home, residence or sleeping place shall not apply to a manufactured dwelling, recreational vehicle or floating home where the tenant owns the manufactured dwelling, recreational vehicle or floating home, rents the space and, in the case of a dwelling or home, the space is not in a facility. Manufactured dwelling or floating home tenancies in which the tenant owns the dwelling or home and rents space in a facility shall be governed by ORS ******, not by this section. [Formerly ******; **** c.369 6; **** c.559 15; **** c.249 32; **** c.577 17; **** c.307 20; **** c.676 11; 2009 c.591 12; 2013 c.294 9]
  
  
  I have included the residents tenant ledger that shows the concession of $877.00 that was given for the free month of July.  Our staff acted promptly to their requests for repairs and at no time was the unit unhabitable. I also included a copy of the work order. We paid for a cleaner to come back into the unit when we could have simply dusted and mopped a few items.  At this time we have given everything the resident was offered at move in. 

  Customer response

  08/17/2023

   
  Complaint: 20482506
  
  I am rejecting this response because:

   

  The work order submitted on 7/16/23 by office staff was not complete and did not encompass my concerns I shared on 7/15/23, or the issues noted in the move-in paperwork submitted on that same day. The original work order which was verbally submitted on 7/15/23, and officially submitted by staff on 7/16/23, took until 7/20/23 to complete. I arrived on 7/20/23 to inspect this, and found that there were numerous issues and repairs still needed that I had verbally requested and noted on my move-in form. I submitted another maintenance request via the online portal on 7/21/23. I have attached confirmation of the maintenance request from the online portal. I submitted pictures with this request to the online portal, but am not able to view them from my end. When I spoke to apartment staff, they were able to login to the portal and view the pictures provided.

  
  I checked on the apartment on 7/28/23 after hearing no updates from apartment management. I spoke with *************************, who informed me that my maintenance request/work order from 7/21/23 had never been printed which is why it had not been attended to. She printed it at this time and attended to my concerns from this date on. We spoke with ************************* on this date, 7/28/23, regarding rent concession for the month of August. She stated that she needed to speak with management and this initiated the communication that has been previously attached as proof of our claim.

  
  Per ORS ****** please see below or you can follow the link to the law that states what is required to maintain a premises to a habitable condition. ************************************************************
  I have included the relevant sections of ORS ****** that were not fulfilled upon our possession of the unit on 7/14/23 until 7/31/23. These concerns were noted on my move-in form which is attached. I have also included my work order submitted 7/21/23.

  
  ****** Landlord to maintain premises in habitable condition; agreement with tenant to maintain premises. (1) A landlord shall at all times during the tenancy maintain the dwelling unit in a habitable condition. For purposes of this section, a dwelling unit shall be considered unhabitable if it substantially lacks:
    (b) Plumbing facilities that conform to applicable law in effect at the time of installation, and maintained in good working order;
    (e) Electrical lighting with wiring and electrical equipment that conform to applicable law at the time of installation and maintained in good working order;
    (f) Buildings, grounds and appurtenances at the time of the commencement of the rental agreement in every part safe for normal and reasonably foreseeable uses, clean, sanitary and free from all accumulations of debris, filth, rubbish, garbage, rodents and vermin, and all areas under control of the landlord kept in every part safe for normal and reasonably foreseeable uses, clean, sanitary and free from all accumulations of debris, filth, rubbish, garbage, rodents and vermin;
    (h) Floors, walls, ceilings, stairways and railings maintained in good repair;

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

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  MDI Property Management is the management company of ****************************** located ********************************************************************************* Vista Pointe has my personal phone number listed on their window. It is in a window paint on the inside of the window. It is listed to call if office is closed. I have left over 10 messages with them and MDI property Management letting them know the number is my personal number however no one has fixed it or returned my calls. I get multiple phone calls a week from guests and tenants asking about deposits, pool entry, irrigation ect. Vista pointe phone number is ************ My phone number *********************** is ************. Its a error but they are ignoring fixing it.

  Customer response

  06/14/2023

  Complaint against Vista Pointe case number ******** has been resolved. They have shown proof of the number change.
  
  Thank you,
  *********************;
  ************

*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. ↩