Complaints

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Each month my husband and I set a payment plan for the rent fees. The month of November 2022 we set the plan as usual. We fully fulfilled the obligation before the new month rolled over. I went into the manager office to discuss late fees applied to us, that I was told would be taken off after rent was paid in full. The manager *** then tells me the late fee would not be taken off because I didn't fulfill the terms (which she claimed was an certain amount each week) but was never informed of this term until that day. I told *** she had never told me that and could she show it to me in writing (lease agreement). She then tells me she'll write something up. I told her no ma'am if that was the term then it would already be in writing, not something she decided on the spot. In short my husband and I paid all late fees on November 30th anyway. So on December 1st I went into office for another payment plan for December. I then was informed I could not have one and that rent was due in full by December 3rd or she would start eviction procedures. I then asked for her supervisors information. She responded with she was the regional manager and she didn't have a supervisor. In response I told her everyone has a supervisor due to the fact she was not the owner. She then agreed, she wasn't the owner and would not give me the information and hung up the phone.

  Business response

  12/05/2022

  Hi, we are responding to the complaint made regarding the payment plan agreement made for the month of November 2022. Ms. ****** ****** completed a payment plan agreement on 12/2/2022 for the following payment dates PAYMENT 11/5/2022 ($276) - Payment made for $275 on 11/8/2022, PAYMENT 11/12/2022 ($276) - Payment made for $150 on 11/15/2022, then $280.40 - Payment was insufficient funds and/or NSF, PAYMENT 11/19/2022 ($276) - No payment made, PAYMENT 12/26/2022 ($276) - Payment made on 12/1/2022. Mr./Mrs. ****** were made aware that late fees would apply should the payment plan agreement not be fulfilled. Additionally, Mr./Ms. ****** were made aware of the $50 NSF fee as listed in the lease, and on the ledger. Mr. ****** ****** contacted the office via phone call on 12/2/2022 in a hostile manner demanding to complete a payment plan agreement for the month of 12/2022. Management (*** ********) stated that an email was sent on 12/1/2022 stating that late fees plus ineligibility to participate in the payment plan agreement will be the result of failure to complete payment plan agreement. Ms. ****** came into the office between 12/1/2022 & 12/2/2022 asking for proof of ineligibility to participate in the payment plan agreement. Management (*** ********) showed the Texas Apartment Associate (Bluemoon) form that was signed by both parties. Separately, the payment plan agreement is accessible via resident portal via documents. Management will not allow Mr./Mrs. ****** to participate in payment plan agreements going forward as the payment plan agreement is not fulfilled. Management follows Fair Housing Laws. What we do for one - we must do for all. 

  Customer response

  12/07/2022

  
  Complaint: 18515529
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

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