ComplaintsforAllied Orion Group, LLC

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over the weekend I had the WORST experience with your assistant property manager. I do want to note Melissa was very helpful AFTER having to deal with the person in the office over the weekend. I needed help and was waiting for the front office to open at 10am on Saturday. I called several times for 15 minutes with no answer. I go downstairs and pulled on the doors and the doors were locked. I go back upstairs to wait a little longer (4th floor) - I should note the elevator on my end of the property has been out of service for most of the month. After a while I go back downstairs and I see someone leaving with their purse and keys from the office and locking it behind them. So I go BACK to the doors and pull on them only to find that they were still locked. By this time it is about 10:20am. As I am walking back I see a person going back to the doors to unlock them. So I start to walk down the hallway back to the doors. I pull on the doors and they are locked again. So I go to the front doors, locked, go BACK to the back doors still locked. You are supposed to be open by 10am. ? It is now 10:20 ... so I go ahead and knock on the doors in the back because I knew someone was in there and you SHOULD be open for service. Your assistant property manager sees and hears me knocking at the back door, but walks, SLOWLY, to the front doors to open those doors. Then she walks to the back ...start to switch on the lights THEN she opens the back door for me. She opens the doors with a look of just complete disdain. I ask her if she is okay? Because I know she is supposed to be open at 10am? She said Yea I was late because of traffic and she's rolling her eyes at me. (So why lock the door behind you if you were late. Why didn't you turn the lights on as you were walking in. As she opened the door, she didn't say Oh, I'm sorry, or anything. She just had this unhappy sour look on her face. I told her look I pay a lot of rent here and I do not come down here looking for help only to be treated with attitude. I proceeded to ask her for assistance. She was very unhelpful nor did she care about my situation at all. When I asked her for additional help she told me no - Only to find out from Melissa that there was no reason she couldn't have helped me, her boss. There was no reason for this person to be as rude as she was to a resident. I told her if she didn't like her job, she needed to get another one. ADDITIONALLY, do not hire people that do not have the personality needed to service residents at the front desk. I can not stress this more. She IS NOT the type of person that should working with people. She needs to be in an office where she does not interact with the public. This was really the last straw for me. I have lived at North Post Oak for over three years. You all have been through many property managers and the grounds have not been cared for at all. The water lines are coming up and are visible everywhere around the property. There is only mud on and no grass. The only flowers that are visible are on the OUTSIDE but on the inside there is no upkeep at all. There are trees that haven't been replaced. Also the sign on the outside isn't even working right either it's blinking at night. The gate is out of service a lot. The elevator is out of service and doesn't even have the proper certificates showing inside. The concrete on every floor is dirty and filthy. The stair concrete is also stained. It's like there is no more pride at this property. Also the amenities we pay extra for? The gym walls are scratched and the equipment is broken. The shrubs and trees around the pool are dying. The movie theater is never open nor do offers go out to the residents to use these amenities at all. You can also smell weed being smoked around the property and police have been called out for domestic disputes more often than not. It's just gotten really bad and gone downhill. It no longer feels that I am living in a LUXURY apartment complex.

  Business response

  03/07/2024

  To whom it may concern,

  Our regional supervisor has spoken to this resident several times, and we are working to resolve her concerns. We appreciate the feedback as resident satisfaction is our top priority. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This complaint is against Parks at Woodwind Lakes Apartment for Unrightfully given a 30-day notice to vacate stating I fail to comply with the States requirement, Due to I Ms. Jennifer ******** refusing to sign a document that does not pertains my occupancy here and nor does it make me ineligible to reside at Park at Woodwind Lakes Apartment. Signing this legal document will not be in legal compliance as what and who it is intended for. MY COMPLIANT IS TOO LONG TO PUT IT ALL HERE ON THIS FORM, SO PLEASE SEE ATTACHED SUPPORTED DOCUMENTS FOR MORE DETAILS TO MY COMPLAINT(previous copies of lease that I have always requested when signing) and Vacate notice etc. Thank you, Ms. Jennifer ******** Current Resident at Parks at Woodwind Lakes

  Business response

  02/13/2024

  The regional supervisor for this community met with the complainant in person yesterday (2-12-24) in person and together were able to resolve her concerns and this matter in a manner agreeable to both parties. 

  Customer response

  02/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I move into this apartment complex in February 2023. A few months later our apartment was flooded by the apartment upstairs. They refused to come and look at all the damage done , hung up on myself, my wife and my mother in law about the tested black mold issue that occurred after and never remedied the damage to our apartment. We have 2 of the 4 mold tests that we performed and left the other 2 for Sergio to observe. They still have decided to charge us for damage that occurred during the flooding. I expect that to be waived and our account at $0 owed.

  Business response

  01/04/2024

  We reviewed the final statement for the complainant, and the move out charges had nothing to do with the flooding that occurred in June. They were for cleaning fees, replacing four drip pans, and carpet cleaning fees for pet damage, and a final water bill.  Any maintenance requests are required in writing through our residents app. There were only three requests during the time the complainant resided here and one was regarding the flooding where a third-party water extraction company was dispatched; another was for a kitchen light, and one for an air conditioner service. There were no requests for any additional service. Resident service is our top priority at Saddle Ridge, so we would have gladly taken care of any additional service requests in writing. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Basically my manager had informed me that my new rent was going to be $900. For which I paid on 10/3. Soon after I received a Notice to Vacate. For none payment of rent. Amount listed was $63.20. I paid it only to find out that the Rent was a different amount than the Mgr said, so Asst. Mgr. Rhonda had purposely decided to fine me $63.00 for being $0.20 short. Here’s the “kicker”what about the paperwork given by the Mgr. stating $900. Not $900.20.? I’m on a fixed income, yet charged $63 charge over $0 .20. I don’t know it seems kinda personal since the Asst. Mgr purposely imposed a notice and failed to honor any Customer Service obligations by accepting the rent paid directly to her while having full knowledge that I was $0.20 short… she was sitting behind the computer and would have had to enter the amount which should have shown what the actual amount should have been. Keep in mind I was told $900. By the Mgr yet was fined $63 by the Asst. someone could have simply said: Mr. Leath, your $0.20 short then at that moment if not, that day.. they have my phone, email and everything. The day after would have been a $50 charge I don’t know what else to say about this issue or the None lack of action taken, I know realize, its actually a personal issue with her and not Business related.

  Business response

  11/07/2023

  Thank you for brining this concern to our attention regarding the late fee. Thank you so much for reporting this matter and please accept our apology. A phone call was made as well as a personal visit to your apartment today was attempted. We will deliver a $50 gift card as a small toke for this unfortunate occurrence. Also, your account will be adjusted the $63 per your request,
  Please feel free to contact me if there are any future concerns. Respectfully,  Sandra ***** *******************.
  

  Customer response

  11/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Office manage wants me to sign a mutual agreement to terminate lease contract. I renew my lease in October 2023. I move in in 2020 and provided all necessary documents that was required to obtained a lease agreement with them. office manager stated that they are missing checks from 2020; i told her that all documents were provided at the time i was signed lease. her response to me was that they changed management and don't have those paperwork on file. i told her that i did submit all those documents. i no longer work for that company and i don't have access to those checks stubs no more. office manager have been harassing's me and asked to move even though i just resigned lease. all these is being told verbally., i asked to submit document of the violation i committed, she not doing that . i did not signed a mutual agreement to terminate contract, my lease renewal was signed this past October. All she stating is that cooperate said so, no documents are being presented. even more, i don't owned them anything, never had a bad history of payment . i got qualify for rental assistance program through MAM, they email office apartment for some paperwork so they can send payment to office and office manage refusing to send over paperwork to MAM. I do have valid lease agreement. don't know what to do. during my renewal of lease they went up on lease without no prior notification

  Business response

  11/02/2023

  To whom it may concern: 

  This community is a tax credit, income-restricted property that must comply with regulations with specific criteria for resident qualification. Our compliance department discovered an issue with this particular resident’s original documentation provided. Since the resident was unable to provide the original documents, we informed him of the need to re-qualify based on his current situation to continue to live here. We informed the resident that if he did not comply, he would be asked to vacate. We will honor the rest of his current lease term.
  Thank you

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been leasing at the Mansions at Turkey Creek for 14 years, never missing a payment of rent. I renewed my lease on May 12, 2023 for $841 and then left to work on a traveling assignment for my job. The new lease began Sept. 1, 2023. When I checked the online portal to pay my rent for September, the price was increased to $952. I emailed the Leasing Office & did not receive a response. On September 5, in person, I went to talk to the Property Manager Casmijah Garza, but she was out for Labor Day. The assistant was in & told me to pay with a money order. I paid $841 with a money order. The next day, September 6th, I went to speak to the Property Manager again. This time Ms. ***** was in & showed me her copy of the lease stating I signed to pay the higher price $952. I showed her my copy of the lease showing I signed for $841, not $952. I explained the page that notes the price has been switched. She told me she had to speak to her supervisor about it. Less than an hour later, a Notice to Vacate for failure to pay rent is slipped in my door. The notice is on red paper with Fulton Law Group's letterhead. It states, I have to vacate the apartment by Oct. 6, 2023. Ms. ***** is falsifying documents. I am requesting to maintain my residency and the original lease for $841 a month is honored.

  Business response

  10/03/2023

  The lease agreement that the resident has is not signed by the office staff. The manager sent out notices on May 1, 2023 which is 120 days in advance as is our protocol. The resident came in May 12 to sign her lease agreement for the amount on the notice for $965. When she came in to sign her lease it was with the leasing agent and the manager did not see the amount until May 22 which is when we had to adjust the first page. We received a rent change at this time on our rent schedule to have rent dropped to $952 which is why her lease is at $952 instead of the $965. When she came in to speak with the manager the  rent was considered late on September 4. However the manager did not come back from vacation until September 5 so she sent out notices that morning for 30 day notices to vacate. Maintenance passed out notices to over 50 residents and she was in the stack for unpaid rent charges. I did let her know that we attempted to call her at the time and the notice we sent out on May 1st has the new amount she should be paying.
  

  For clarify here are the rent change schedules and lease agreement information: 

   

  Per policy notices have been sent to the resident each year 120 days prior to renewal.
  Rent Change Schedules have consistently occurred during the month of May.
  
  The first lease for the period 9/1/2021 - 8/31/2022 was signed 5/28/2021, was processed under the Rent Change Schedule dated 5/26/2021 for the amount $ 841.
  
  The second lease for the period 9/1/2022 – 8/31/2023 was signed 5/27/2022. Resident was charged $841.
  An Admin error: A Rent Change Schedule occurred 5/17/2022 indicating a rent change of 965.  monthly rent loss of $ 124
  
  The third lease for the period 9/1/2023 – 8/31/2024 was signed 5/12/2023, under the Change Schedule dated 5/17/2022 for $965.
  The manager states that the leasing agent processed the lease with the resident on 5/12/2023 for the $ 965 while she (the manager) was on vacation.
  Upon her return, the manager processed the document on 5/24/2023 and changed the rent to $ 952 based on the Rent Change Schedule date 5/19/2023 for $ 952.
  
  Resident is stating that the lease has been changed without her knowledge and is requesting the rent amount of $841.  Manager states that the system automatically populated the document with the erroneous amount of $ 841.
  
  A review of Rent Change Schedules, execution of leases in Blue Moon and potential loss rents has been discussed with staff to eliminate future errors.
  
  The resident’s current rent should be $ 965 based on the signing date of the renewal.  We are willing to speak with the resident to clarify any misunderstandings.

  
  

  Customer response

  10/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  A signed lease is a legally binding contract that cannot be changed without both parties agreeing to it. It is illegal for Ms. ***** to change the price of the lease agreement to $952 or $965 after I signed the lease for $841 a month. Ms. Garza's excuse of "the computer automatically populated the document with the erroneous amount of $ 841" is not a valid or legal right to change the signed lease from $841 to $952 or $965. Ms. ***** knew she had illegally changed the lease and that's why she never contacted me from the month of May to September, about increasing the rent amount neither did she send me a copy of the lease notating the changes. Ms. ***** instead chose to swap the page notating the price amount & bully me into paying the higher amount.
  
  The $965 notice Ms. ***** mentioned is from last year 2022. In May 2022, I was offered $841 on one notice & then after I signed the lease received another notice that I needed to renew my lease for $965, which I ignored because I had already signed the lease for $841. I have copies of these notices. However, the notices are irrelevant, because they are not a part of the lease agreement. I never agreed to $965 and when I signed the lease with the leasing agent it was for $841. That's why my signed copy of the lease says $841. This just shows a pattern of Ms. ***** illegally trying to increase the price of rent after the lease has been signed.
  
  I am still requesting the original signed lease of $841 a month be honored.
  
  I also want my account credited for the overpayment I paid in October 2023.
  
  October 1, 2023, I paid through the online portal $1074.10
  $111 - remaining balance from September
  $11.10 - September late fee
  $952 - October's rent
  
  In September 2023, I paid $841 (the amount I signed for) with a money order. Ms. ***** was out when I went to speak to her about the incorrect price on the online portal and the leasing agent told me to pay with a money order and it won't be late. Ms. ***** illegally changed the lease amount on the online portal to $952. The online portal does not allow partial payments, you have to pay what is pre-assigned by management. Ms. ***** knew she had illegally changed the price from $841 to $952 and still proceeded to charge me a late fee of $11.10. 
  
  So my account should be credited $233.10 for the overcharge of $111 for September and October & the $11.10 late fee.
  
  I signed the lease for $841 and it is illegal to change any parts of the lease agreement after I signed it. I am still requesting the original lease be honored for $841 and my account credited for the amount of $233.10.
  
  Regards,
  
  

  Jonquil ****

  
  

  Business response

  10/11/2023

  To whom it may concern,

  After careful review (even though the lease was not executed) by our management team, we will go ahead and honor the lease amount requested in good faith for the remainder of the lease and will issue a credit for the overpayment for the past month. We will be reaching out to the complainant directly to have them come in to execute the lease with the original amount quoted. Resident service is our top priority and we are happy to help resolve this issue to the best of our ability and trust that this will be satisfactory.

  Thank you.

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

  I signed a new lease with Ms. ***** on 10/20/2023 for $841 and there is a credit of $233.10 on my online portal account. I did receive a notice on 10/16/2023, saying the online portal was being switched, so I am hoping Management keeps to the agreement next month when rent is due.

  Thank you

  
  
  
  
   

  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have been living in this apartment complex for about 4 years we recently moved in to this new unit at **** ******** *****. We had a water leak that damaged the roof and the walls and it had yet to be fixed since may of 2023. The restroom tubs floors are peeling and we submitted a work order and they mark as completed with out completing the work this last time they put review and that work order had been open since July 3. All I want is for the apartment to be in good conditions.

  Business response

  08/30/2023

  To whom it may concern:

  The leak in the resident’s unit has been fixed, pending sheetrock repair for Friday 9/1. The leak was coming from a P-Trap in between units 1024 & 1014, which was repaired immediately but we wanted to wait to ensure no further leaks. The leak was uncertain prior due to location, but we explored every possibility and found it. The resident was explained the process step by step, and were assured the sheetrock would get replaced once we knew definitively that the leak was fixed.  

  Thank you

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been requesting repairs for my AC for two weeks now .. everytime I call the office they tell me they will call me back, if I see a maintenance person outside I ask if they could please take a look at my AC but they never do, I am beyond concern of the health of myself and my two year old plus spouse, I’ve gotten headaches from being overheated it is 87 plus degrees in my house it feels like outside, I had to go out and buy 3 fans to keep cool it helps a little, but doesn’t solve the problem, the residential portal is always down so I can’t show proof that I even requested services, we have to call the office, I have uploaded that the residential portal is down and how I can’t request services without calling office

  Business response

  01/10/2024

  Thank you for bringing this matter to our attention. Our community manager was unaware your heater was not working properly has sent out maintenance today to address your concerns. We heard back from our maintenance team that your issues were all resolved and repairs made. Resident satisfaction is our top priority, and we apologize for any miscommunication. 

  
  

• Initial Complaint

  04/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased an appartment with The villages of Lake Jackson. The lease ended 4/30/2022. Left the appartment in good standing condition, and was out of this appartment before 4/30/2022. When turning in my keys, I was never told of any outstanding balances, and was assured that we were in good standing. Now in the month of March, 2023 I'm seeing a collection on my credit. I had never received a call, letter, or even an email letting me know about this debt. So naturally I contact The Villages about said debt. They claim I had over stayed my lease which is why I owe this $1,081 debt. I have proof that I did not overstay my lease, and the reality company that owns The Villages; Allied Orion Group confirmed with their own documentation that I did not overstay. Even with this information, I was told that it was my burden to carry and that I needed to be the ones to prove to the credit company that I do not owe the debt. Which I don't feel should be my burden as I never owed this debt in the first place. Even with that, I made disputes with my credit, and they're still saying that I owe. I am lost an unsure how to go about this situation. I would like for this to be resolved and taken off of my credit. I would like someone or anyone to take accountability for this situation. I've also learned I am not the only one that this has happened to within this same time frame. Which they will also not work with that individual. Multiple people have been affected by this situation. Having such a negative debt on my credit has negatively impacted me.

  Business response

  06/30/2023

  To whom it may concern 

   

  We investigated Ms. ******** concerns after she contacted the office in March. She gave the required notice, and it appears that she was moved out from our resident management system (ResMan) at a later date. ResMan charged a prorated rent of $704.84 since the move-out date was left uncorrected. 

   

  After we removed the rent amount, she still owed $154.72 for utilities. The corrected adjustments were sent to ProCollect. We followed up and had a conversation this morning with ProCollect who informed us that as of June 16, 2023, the charge had been removed because they had not received backup for the new balance. 

   

  The process of completely removing information from all credit bureaus will take 30 to 90 days. 

   

  Thank you.

  Allied Orion Group 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had applied for an apartment and even before I went through the application process I thoroughly asked questions about refunds if a denial was made. They informed me my administration fee is refundable but not application fee. Today when I called apartment after receiving a text message about being denied for the apartment they informed me I wouldn't receive no money back when that was not statement I was told from beginning I would've never applied and just accepted a whole $125 loss. I included screenshots of where it states those fees are separate and any apartment I've encountered the administration fee is always refundable and I make sure to question that before even applying so for them to suddenly switch up after denying my application and refusing to refund my $75 administration fee I am very unhappy with that and I need help getting my refund it's already stressful enough as it is trying to find an apartment and to be taken advantage of like that is really wrong and against the law

  Business response

  07/05/2023

  To whom it may concern:

  Ms. ****** application was declined due to the an issue with the paystubs she provided us.  The appplication fee is non-refundable as stated in the application, but Ms. **** should have been refunded the administration fee as per her request. We apologize for any inconvenience and our community manager has issued a refund for the administrative fee and notified Ms. **** on 7/3/23. 

   

  Thank you. 

   

  Carrie ****
  
  
  

  Customer response

  07/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

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