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:05/13/2024

  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.

  This complaint is regarding retaliatory charges from The Carter. In the past I filed a complaint about my water bill. After the complaint the prices were reduced, however the staff quit responding to my emails regarding service requests and I could tell there was animosity. After move out, I assumed they would try and retaliate by adding unnecessary charges, in which they did. The apartments are charging me $531 to replace carpet claiming it was damaged beyond repair. The company they used said the carpet was extremely damaged and had furniture indentations. Also, grease stains which I found to be a bit racist. I dont use grease. The lease did not state it was automatic that I paid to replace carpet. Its ONLY if it is damaged beyond normal wear and tear. I was only in the apartment for one year. Yes, I had a bed set in my room, I wasnt aware I couldnt have that on the carpet. I had a crib and dresser on the other room. In that room there was an area rug that covered nearly the entire floor surface. Nothing ever even touched the real carpet. I have pictures THEY sent me proving the carpet was in great condition and they are trying to stick me with the charge still. I accepted all other cleaning fees on top of them keeping my deposit but I will not pay unnecessary fees due to retaliation. I have asked for the corporate information and was told by ********************* that their corporate office would not be dealing with me and she gave me the name of another lady who could assist me but said thats as high as I am going to get. They only gave me 30 days to pay them nearly a thousand dollars or they will send me to collections damaging my credit. I am demanding the number of their corporate office and also that the charge for replacing carpet be removed.

  Business Response

  Date: 05/14/2024

  Upon move out, we contacted our carpet cleaning vendor - they deemed it unsalvageable due to "very bad furniture indentions, very bad grease stains and very worn traffic areas" which we provided documentation from the vendor stating this. We then charged the amount to replace the carpet, per the invoice, as the carpet was new at move in. We also provided lease documentation stating, we would charge back the invoice amount for cleaning or replacement for any damages. I also provided the contact info to our corporate office on 5/13/24. Please see attached supporting documents for charges. Charges are due in full and will not be reduced. 

  Customer Answer

  Date: 05/14/2024

  Complaint: 21703350
  
  I am rejecting this response because:
  
  The charges are fraudulent and retaliatory. Simply restating what actions have been taken does not make them just. The carpet was not damaged AT ALL and the business has been contacted as well. The charges should be removed entirely. The lease states I would have to pay for carpet replacement for damage beyond normal wear and tear. One room was completely untouched. Pictures are proof. Conducting shady business to charge tenants unfairly is not acceptable.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/15/2024

  All charges stand. If not paid in full, the account will be sent to collections on 6/9/2024. 

  Customer Answer

  Date: 05/15/2024

  Complaint: 21703350
  
  I am rejecting this response because:
  
  Not accepting fraudulent and retaliatory charges. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  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.

  Since moving into the Carter apartments in April 2023, I have been overcharged for water with very little explanation. I live in a two bedroom apartment with my partner and a new baby. My partner is gone half of the time due to his occupation so it just leaves my baby and I. During the first couple of months we were not charged for water so when the first bill came out I was understanding of how high it was. However, the second bill was extremely high around $160 (of which $60 was waived by the apartment complex). I dont understand how they are able to waive charges if they are not the ones charging for water. The next bill was $94. Still extremely high for a water bill in an apartment. I find it impossible that the two of us are using hundreds of dollars worth of water when i shower once a day and she takes a bath in a baby tub. I have the exact same routine when it comes to water usage yet my bill soars every month. The last bill (October 2023) was still around $70 but I was grateful that it was not a hundred dollars so i did not complain. (I have complained to the office every month except October). I have been told numerous excuses. Once that the price of water is higher in *********. Ive been told that because its getting colder it takes more water to heat the water. I have been told it is beyond their control but they have sent the maintenance men a couple of times to check my meter in the house but that achieved nothing. I get November's bill and the water is at $90 once again. Again same routine. I reach out to the office and am told the same thing about how they cant do anything. I request the water companys information so I can get accurate information and was refused the information by the leasing manager *******. She told me to reach out to the City of *********. Was dismissive and did not address any of my concerns only argued small points that were irrelevant. I am forced to pay because it is attached to rent and I fear eviction.

  Business Response

  Date: 12/08/2023

  The resident moved in on 4/5/23 and was charged her first water bill on 7/25 for 5/8-6/7 usage for $73.45 which includes water, sewer and services fees; therefore, she received free water from 4/5-5/7 as the meters were not working for any apt at this point since we are new construction and getting things online one by one. The next water bill was for usage 6/7-7/10 for $160. We received a call from the resident asking to check to the meter read as this was unusually high. We did and found a meter reading error and discounted her $60, making the total bill $100, again for water, sewer and fees. We then put in a maintenance request to service the meter and was told everything was working correctly now. Her next water bill was for usage 7/10 -8/8. She called again asking to check the meter and we did test the water in the unit and made sure it was readying correctly and it was. She has never lived in the City of ********* and also has a baby, so 3 occupants. We advised her ********* is a more expensive market, having a baby can use more water (dishes/bathing/cooking/laundry) and in colder months water bills can be more due to water heating and running longer, also in hotter months people tend to take more showers due to sweat and odors. We also checked the apt for leaks or running toilets and found none. There is not just 1 reason a water bill could be higher, could be multiple factors contributing. She was not satisfied with these responses and demanded there must be something wrong and wanted a discount which we could not accommodate. She stated she has rented for 15 years in other cities and her water bill as never this high. We advised her of inflation, the ********* market, and each property bills differently. The meter is working correctly at this time. 

  Customer Answer

  Date: 12/11/2023

  Complaint: 20944260
  
  I am rejecting this response because:

  I did NOT ask for discount and I have never asked for a discount from the Carter. Complaining and asking for a discount are two separate things. A discount was provided once because the company knew they had made a mistake. I did not ask for that discount, though it was appreciated. So while it is being depicted as if I am trying to get over and receive free things, I am not. I am not some welfare case. I am aware that there are 3 occupants under my roof. My partner and I have lived together in the past and have not seen even HALF the price of these water bills. And a newborn baby is not going to quadruple usage. I am also aware of inflation, as I do not live under a rock. I asked for the water companys information and this was denied to me. In the past, ************, who works in the office, shared this information with me but I cannot locate the email. When I asked the manager, she would not give me this information and sarcastically told me to reach out the City of *********, deflecting my concerns. This information should have been provided as I work and pay my rent on time as any other tenant. I deserve to know what I am paying for. If The Carter is not responsible for my charges, they should be forthcoming with any information that can help me reach a solution.

  
  Regards,
  
  ***********************

  Business Response

  Date: 12/11/2023

  We would be happy to provide info to the water billing company. When asked for the information, she responded aggressively, saying I need to call them, after informing her she can contact the City of ********* for a more accurate explanation of water bills and how they are allocated, since as she has stated, has never lived in ********* and does not know the water billing very well. I was not sarcastic; it was an email and was to the point and am sorry if she read it that way. We will be emailing her the info today and she can sign up and track her usage daily as our leasing agent previously explained, since she lost the info previously provided. 

  Customer Answer

  Date: 12/11/2023

  Complaint: 20944260
  
  I am rejecting this response because:

  I did not aggressively respond to the office manager. I said actually you can assist me because ************ had given me the information previously. Also, I never told the manager to call the water company. Thats a lie and I can attach the email showing as much. Offering an apology but throwing words around such as aggressive is misleading. Trying to place blame saying I lost the email instead of just admitting that the information should have been given to me upon request is unprofessional. Regardless to me being able to find an email or not, it could have been provided to me without having to file a complaint. I will not accept a response that is untruthful. 

  
  Regards,
  
  ***********************

  Business Response

  Date: 12/11/2023

  I'm sorry you feel my response is not satisfactory. I have emailed the water billing company info earlier today per your request so you can create a profile and track the usage.