Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Son received letter of outstanding charges on a Saturday, August 26 from Tremont Student Living at Penn State in State College, PA. Charges were described as Move-out-damages-cleaning. After discussing, we agreed these charges were excessive and unfounded and he filed a dispute per the contract within the 30days via email on September 25. Son was told dispute was not on time and now his account was sent to collections, impacting his credit, and he could not even pay it at that point. I called Tremont myself and was told although his email came in on the 30th day, it was in the evening and so technically "it was after hours on a business day." Are you kidding me? they sent the letter on a Saturday - nonbusiness day, but are ruining your kid's credit on a technicality that they responded after business hours the last day ?? She said there was nothing further to discuss or that they would do, saying "it is his fault and kids are not innocent." This company's poor reviews don't do it justice. Tremont Student Living PREYS ON YOUNG, UNSUPECTING COLLEGE STUDENTS, OVERCHARGING THEM AND WORSE - NEGATIVELY IMPACTING THEIR CREDIT, not giving them the time or the chance to respond!! Apparently if you do not pay or dispute within 30days of THIER VERY FIRST notice...it automatically goes to Collections! no ifs, ands, or buts! it's the guillotine for kids' credit. THIS IS NOT A REPUTABLE COMPANY.

  Business Response

  Date: 10/02/2023

  Resident was given 30 days regardless of when they actually received the email.  We had also sent reminders during that 30 day time as well, reminding them of their charges.  

  Although we did send it to collections, it will not immediately impact his credit score.  He will be contacted from the collection agency to discuss with him on how he would like to settle the account.  We have also sent him an email with the name and contact information of the credit company so that he can be proactive and contact them himself.  

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a room in an apartment for my son to attend college in August 2021. Due to medical issues, my son stayed home after Christmas. We couldn't find any one to sublet to so we continued paying the rent. At the completion of the lease, my husband and son went to to room to make sure nothing was left and that it was clean. My husband even recorded a video of the condition it was in. We later received an invoice for $42.50 for cleaning fees. This is a scam. This place charges all their residents additional monies at the end of the lease just to benefit. The room was left clean and nothing was broken. I guess they charge for normal wear in a room? Calculate the amount of money they scam from every single resident.

  Business Response

  Date: 10/28/2022

  Good morning, 
  
  I wanted to reach out in regards to the complaint submitted on 10/20/2022 by ******* ****. 
  
  Her complaint was in regard to move-out charges that were posted on her son's account upon moving out on July 31, 2022. The standard procedure for disputing move-out charges begins with us sending a Final Move-Out statement that includes the charges that were added to the account. The resident then has 30-days to dispute any damages with us, otherwise, the amount, if over $100, will get sent to a collections agency. Any amount less than that is written off. 
  
  A charge of $22.50 for cleaning the bedroom was added to the account along with a $20 charge for painting the bedroom. Thus, a total of $42.50 in damages. We take our charges and base them on what the vendors are charging us to perform the service, per the lease agreement. ******* and her son were only charged half of the price of the full service for both cleaning and painting. The final statement was sent to ********* son on August 6, 2022. 
  
  We received our first email from ******* on August 8, 2022, stating that she would like to dispute the charges. We then sent her the photos from the inspection that was done on her son's unit. She then responded on September 14 stating that videos would be sent to us of the unit when they left however, we never received the said videos. The $42.50 charge has since been written off since we did not hear from ******* after the 14th of September and no payment was made. 
  
  Per the lease agreement, regardless of when a resident vacates the unit, they are still responsible for the lease agreement up until the lease end date and any charges assessed, they will still be responsible for. 
  
  Thank you,
  --

   

  Sidney Ruffner  |  Assistant Community Manager
  201 Vairo Blvd.  |  State College, PA 16803
  814.238.4099  |  [email protected]
  www.tremontstudentliving.com
  

  Customer Answer

  Date: 10/28/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The respondent claims money was charged for the bathroom but when I orignally inquired she didn't mention anything about the bathroom. In addition, the apartment was leased out to multiple people. Does that mean everyone was charged the bathroom cleaning fee. Also, the respondent claims that the balance was written off and payment was not received.  I did submit a payment. This payment was made directly to the account. I request a refund for $42.50. 
  
  Regards,
  
  ******* ****

   

  Business Response

  Date: 10/28/2022

  The charges were not for the bathroom. As stated on the final statement, they were for painting and cleaning in the bedroom. I do apologize the payment was made after being written off and was adjusted for afterwards. We will not be issuing a refund for the $42.50. If the charges were for any spaces shared with other residents residing in the unit, the charges would have been split. But since they are for the bedroom, the charge was only for the tenant residing in the bedroom.