Complaints

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• Initial Complaint

  Date:10/26/2022

  Type:Order 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.

  I moved into my address at *** * * st. a property under piedmont apartments llc In march of this year I signed a lease which was labeled #*** lease when I first moved in and then I could go on the app we have where we pay our rent and view the lease whenever I needed to but since I’ve been living here my lease has updated twice and I never got a letter or was even asked to sign a new lease agreement and to my knowledge both parties must sign any new agreements and since this lease has updated I can’t even view the lease at all so I could be possibly under a lease that I never agreed to that could display rules that I have no knowledge of and if that’s the case I definitely would like to be reimbursed the rent I paid when these changes happened because technically I’m paying rent for a lease I never agreed to.

  Business Response

  Date: 10/26/2022

  Lease Attached. This is the only lease we have with the tenant. We have not been contacted by tenant to answer any questions regarding the lease. The screenshot sent is from our property management software. A lease in software does not constitute a new rental agreement. The current tenant has a current signed lease from 3/4/22-2/28/23. There were some mistakes in the software that was found in August of this year. There are certain aspects I cannot change in the system once it's saved. The only option I have is to end the lease or delete it. I cannot and will not delete a lease and lose all of the property history for the tenant. Property Management software changes does not constitute new leases. There are times we have to make changes in the system or correct a clerical error made.

  We will not be refunding any money and honestly unsure why he would be entitled as the tenant has resided in the unit and paid rent and utilities. Written agreement is not required. A verbal agreement can be enforced and honored as long as the tenant is residing in the unit and paying rent as agreed. I do require written agreements signed by both parties as evidenced in the attached lease. I wish the tenant had contacted us and we would have been happy to explain the situation to him before reaching out to the Better Business Bureau. The lease as attached is what we are honoring and have full expectation the tenant will abide by same. 

  The tenant contacted us this morning to request another copy of the lease. We have sent the lease as requested via email and the tenant portal where the initial request was made. 

  Please let me know if you need anything else from me. 

  
  

  
  

  
  

  Regards, 

  Robin S****

  Piedmont Apartments, LLC 

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Regards,
  
  ******** ******

  im confused because I was never contacted when these so called changes where made regardless of it was an software error  or whatever it may have been I won’t and haven’t verbally agreed to anything never was even contacted and my lease now says month to month so no I do not agree with this

  Business Response

  Date: 10/27/2022

  The tenant contacted us again yesterday and finally asked about the changes. His concern is the system said month to month. Again, the property management system does not constitute a lease or agreement. The signed lease with our signatures is what is enforceable. I went into the system and changed it again to make it match what his lease says for an end date to try and defuse this situation that I feel is spiraling out of control. I changed it this morning as I was out of the office yesterday afternoon after he asked about the month to month in the system. I have asked the tenant to call multiple times to discuss so we can try to explain this and work it out. He refuses to call and discuss. Our message board is just that. It's used for notifications. Not to have conversations. At this time, it is the only means of communication he will participate in. 

  I'm not sure what the tenant wants to have happen here. He has a copy of his signed lease that is a legal binding document between the parties. Electronic property management software is not a binding agreement. He has not verbally agreed to anything as we have not spoken to him about verbally agreeing to anything. The signed lease agreement is the agreement between both parties. Any changes to that are done in writing with a minimal 30 day notice and sent via USPS per the terms of the rental agreement. 

  At this time, the tenant is in his initial lease term 3/4/22-2/28/23. This rental agreement is the enforceable contract between us. No other software update, edit, or otherwise overrides the initial agreement we signed on 3/4/22. 

  I am open to any suggestions you, the Better Business Bureau, may have here. I do not feel that we as a business have done anything wrong or changed any terms not agreed to because of a system change and a former employee's clerical error. I don't feel that this situation is any different than if we had a completely new system and no longer used Tenant Cloud. That wouldn't constitute a new lease either. I could have deleted all of the leases and lost all payment information the tenant has paid since move in. I did not do that. I keep good records and make sure everything is accounted for. The lease numbers in the system do not constitute any agreements or changes in the lease. As the tenant has referred to the "so called errors" in the system, are well documented 

  The lease is what was signed on 3/4/22, we use all wet signatures on paper. No electronic leases are done here. 

   

  screenshot 1 :The first lease number in the system as referenced above in the picture, you can see the former employee moved him into Unit #**. He has not ever lived in unit **. When discovered, I ended the lease and moved him into the correct unit number. This was something the tenant never even noticed in the months he was paying rent. 

  screenshot 2 :As you can see in the above picture, I created the correct unit number. I ended the previous lease # that was assigned by the software system. This one was also ended in August as we combined all addresses into one property with unit numbers as addresses. 

  
  

  I have attached the lease for reference along with a copy of the Tenant Statement from the software as of today, 10/27/22. This shows all payments received by the tenant. As you can see every single payment is accounted for. This is why I didn't delete anything. If I had. All of the previous payments including the security deposit would have been lost.

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******** ******

  I mr. ****** used the chat option inside of the tenant cloud app which allows us to directly connect with our landlord via message it is not a message board and I will only use that means of contact to keep both sides of the conversation documented. Our notifications are on a message board that has a bell as the symbol for whenever anything changes. As she has mention (robin) that she changed a mistake that was made by a former employee I deny that is what happen because my tenant cloud account has always said unit 21 and also it was set from the month that were currently in to the date that my lease walks suppose to be up. After the first change it remained having the month I was in with the date of the end of lease’ but it has now updated twice and this time it was month to month. So if there was an issue as she said it was why wasn’t that error just now corrected when I brought it up? And the former employee she is speaking on has always been a great help to me and it’s not possible to make an error putting me inside of a unit that is already occupied I don’t know what kind of system that would even allow such error, and if our lease isn’t used on this app what’s the point of us even using it because my lease was viewable from the app until these two lease updates happened. Regardless if there was an error I should have been notified. These new leases that’s on there now are not viewable at all so there had to be a change somewhere. And I refuse to speak with robin over the phone because she’s very rude and has an attitude towards people who have done nothing to her which is very unprofessional.