Complaints

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have lived here since December of 2023. My rent is based at 545 a month for the first 6 months. I have continuously paid over every month. The amount do in March of 2020 for the app showed my balance was $357. So I paid the remaining 200 to complete my rent for the month.Well apparently there was a glitch in the App and it was showing me the amount do and not the amount that I had available. So I was a $156 short on my rent. I call them speak witgodana. She was very disrespectful and rude to me very degrading she was. Very unhelpful and would not give me any information. And would not give me any corporate information or anybody above them? I then call back 10 minutes later and talk to the lady that answers the phone ****** and tell her that I get paid on the 23rd of the month. And that's when I pay my address of my rent and late, she said okay. I'll no teach your account and Made a verbal agreement with me. Today is March 19th and this agreement was made on March 6th. And I was just served an eviction notice when I called the company to ask them. What's going on? They said it doesn't matter what agreement we made. It's the process and they have to file. All while speaking to them, they degraded me again. Disrespected, me talked about me over the phone to me. Refuse to give me any contact information to speak to anybody. Above them and ****** stated that she runs the property. She owns the property and there's nobody else. I can talk to and I have to deal with it. And I have to pay a $194 court fee on top of my $220 remaining rent and late. There has to be something that can be done for the way they're treating these people. There are several complaints against them. I want them to abide by the verbal agreement that we made for me to pay my rent on the 24th I need them to know it's illegal not to give out the information of the person who either owns it or takes care of them. They have to have a boss and they're refusing. They have no customer service at al

  Business response

  03/22/2024

  Dear BBB, Please see below the response to this complaint from our rental manager. The tenant was late paying their rent. The eviction was started and proceeded and the tenant has claimed she will not pay her court costs associated with the eviction for her non payment of rent. 

   

  This tenant has a history of being combative over the phone with our office staff. On March 7, 2024 she called our office in a hostile manner because she received her 3 day notice to vacate due to unpaid rent for the month of March. The assistant property manager went over her ledger with her line by line and explained the break down of charges to her. She claimed it was stupid and didn't matter anyway because she wasn't going to believe what she wanted to anyway. She was very rude and the call was terminated by the assistant property manager at that point. Verbal agreements due to unpaid rent are NEVER made by the office. We simply said, we will notate the account for reference as we do with each call that comes in from a tenant. Fast forward to 3/19/2024, she called the office when she received her notice of eviction hearing from the constable. The call was answered by my maintenance coordinator, the tenant then asked why we filed eviction on her when she called to let us know why she was going to be late. She then explained that letting us know does NOT stop the eviction process, and she has until the day of court to pay her balance off in full including late fees and court cost. That is when the tenant became hostile again. Due to her aggressive manner over the phone, my maintenance coordinator terminated the call. She called again and my leasing agent answered the phone. She was immediately screaming and my leasing agent asked her to stop screaming so that she could try to help her and she aggressively stated that "they are having a proper conversation." She was asked why she was being evicted when she called to let us know she was going to be late. The leasing agent responded that just because a call was made does not stop any process that we have to follow. She was asking who is "above us'' and asking for the number to "cooperate. It was explained to her that we do not have a corporate office. She continued to argue that we do, and we were keeping the information from her. She screamed that's why we work 9:00-5:00 and make minimum wage, my leasing agent terminated the call at that point and told her to have a good day. She called back again and spoke with me, the property manager. Regurgitating the same information in the same hostile manor.  I tried numerous times to explain the eviction process and our policy. She refused to listen. She was determined to yell and scream. Threatening she was going to go to the news, submit a complaint with the BBB, etc. My attempts to reconcile the situation were unsuccessful due to her hostile manner and I terminated the phone call. 
  
  
  
  *********************
  
  Property Manager
  Ph. ************
  
  Fax ************
  Cramer Property Rentals
  www.cramerpropertyrentals.com

  Customer response

  03/25/2024

   
  Complaint: 21454887
  
  I am rejecting this response because:
  The only reason I found out I had not paid full rent was due to me going online to check for my maintenance request that was previously submitted at that time I seen my account was still in negative standing and there was now late charges at that time I contacted **** the assistant and asked what was going on she then stated to me that I was short on my rent and explained to me how to read and see the transaction history on my app at that time I was not combative I was being professional and never once used a curse word the responses I was receiving was rude and degrading from her she stated to me why would you call the BBB because your broke and cant pay your rent at that time I said there no point in me arguing with you its not gonna change your not gonna help me it was a mistake on my end so I hung up the call I then called back a few minutes later and spoke with her again and asked if it was ok that I paid the remaining portion on march 26 which is my pay day she stated yes and that she would document on my account at no time in this conversation did she advise me that I would still have a eviction applied or anything about a 3 day notice I assumed that it was over and I would be paying on the march 26 until march ***************************** eviction paperwork I then called them back and asked why was I being evicted if we made an agreement to pay on the 26 and she said its doesnt matter what agreement we had we go forward with all actions I said well why wasnt I notified of this at the time of agreement she stated I didnt like your tone on the call and I dont have to tell you anything which again is morally wrong after that conversation the following day I received a lease violation for arguing with management which I was the one being disrespected and degraded I called and asked them why would they do that she stated because I can I have since went over my lease agreement and it states in two different places 3.4 says I get a 3 days notice befor eviction is filed then 4.2 states I get a *********************************************************************** a 3 day notice on march 6 and it was taped to my door which is false I was home that whole day and never received anything she then went threw her computer and couldnt find any evidence or information that the notice was placed in my door we talked and I asked well since I didnt get the notice what can we do she says its up to the property manager and she asked a coworker to call **** the maintenance guy for a picture that they are suppose to take of the notice being placed on my door and that she would send a copy to me when she could get the picture there is no email sent to me about this 3 day notice and all other notices have been accompanied by a email she also states there nothing in the file saying **** was dispatched to my house so she would have to get the pictures I called back again Monday which is today and she stated she has not received anything from anyone with proof of the 3 day notice I said ok well what are we going to do she stated what do you mean Im not doing anything Ill show up in court and tell me side and you tell yours then will see who they believe I also have all these phone calls and interaction recorded with her admitting to not having the 3 day notice in my file and to the agreement we made for a payment to be made on march 26 
  I am confused as to why they are so rude and disrespectful I did not receive a 3 day notice I was home that whole day no one came to my door and that proves they violated my lease contract by not giving proper notice to me I then asked why was ok for them to be rude and degrading to me but Im not allowed to speak my opinion I went and paid my 225 that I owed on the rent they stated the money would be applied to the eviction free they added to my account and not my rent I am scared as to what these ppl will do in retaliation to me if I go to court or if I file a suit against them for the money they are asking for to this time they have yet to provide any proof that I was given a 3 day notice and they will not accept responsibility to these actions Sincerely,
  
  ***********************

  Business response

  04/01/2024

  This response is from our rental Manager *****. 

  After speaking with the tenant, the tenant and Property Manager have come to a civilized agreement. The Property Manager decided to waive the court cost and the tenant came to the office to pay past rent and late fees in full. 

  Customer response

  04/01/2024

   
  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

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been living in my apartment for going on three years and there has been maintenance emergency after maintenance emergency occurring in my unit since the very beginning of my lease. I have several open work orders for maintenance that no one has even attempted to come out and assess. There arent any emergency maintenance numbers that we can utilize when dealing with emergency situations and the sense of urgency that no one seems to have when we as tenants need emergency maintenance assistance is absurd. The living conditions of my apartment cant be deemed habitable for myself or my children and under the circumstances I feel like I have been more than reasonable and patient. There has been countless instances where *** had to wait weeks or even months for someone to come out and repair things. Not to mention we get quarterly inspections where the property managers do a walk and assist as pest control come in and spray for bugs and check air filters and smoke detectors. They take note of air filters not being changed or batteries not being replaced and charge us extra fees but never seem to look over their maintenance requests and make the necessary repairs. I may not know a lot about my rights as a renter but I do know that if Im upholding my end of the leasing agreement by paying the necessary costs and making sure I report my problems to them then they should be doing the exact same thing. Its not safe for myself or my kids to be living in an apartment with mold growing in the walls and sheet rock falling every few months.

  Business response

  07/21/2023

  There are two open work orders for this tenant, which are attached to this response. One is still in the assigned status because there was no answer at attempt to make entry. The other one is currently assigned for the work order dated 7/19/23. We sent our contractor out there on 7/19/23 to diagnose and take the proper steps to repair this issue. There was an AC leak and we are taking the proper steps to repair it. Work orders have are typically resolved within 1-3 business days from the date the tenant initiated the work order depending on work load emergencies. This tenant has been a long term tenant and we would like to take the steps to resolve this issue with her.

*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. ↩