ComplaintsforPortico Property Management

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a former resident at Avilla Reserve located in Justin, TX. Portico is the property management company that oversees the property. I completed my July 2021 - July 2022 lease with no damages to the apartment I was renting. I have yet to receive my deposit as of 14 Oct 2022. Texas state law states that deposits should be returned within 30 days. I have contacted Avilla Reserve several times but the issue has not been resolved. I don’t blame the property manager at Avilla Reserve because it’s only so much she can do. The checks are not cut at the property. My complaint is against the property management company.

  Business response

  10/31/2022

  Mr Smith moved out of our community on 7/31/2022, final move out charges were posted on 8/1/2022. We completed the final account statement on 8/4/2022 and was sent to Accounting the same day. The initial check was sent out from our corporate office on time, but then had to be reissued. We first spoke to the past resident on 9/13/2022 regarding the refund check, we confirmed forwarding address at this time and reached out to our AP team for confirmation. When the past resident had not received their check a few weeks later, a request to reissue a check was made. The new check was reissued and mailed to the community address, it was delivered to the community on 10/19/2022. The past resident has been contacted to pick up the check from the office. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We moved out of *********r on Mcdowell apt **** on July 20, 2022 we have a deposit refund due to us in the amount of $1,338.12 and it has been two plus months and We keep getting the run around from Tyler, Becky, Naoeillia, and the old Property Manager Natalie. We also were charged incorrectly on our moved out statement for unit 4 $140.50 tax 0.28 which we gave the keys to that unit on May 26, 2022 to Kristen the other old Property Manger. I have called Natalie the former Property Manager, but she was always unavailable, and Becky and the entire staff knew of the problems I was having because I informed them of me recording our conversations for documentation purposes. I have called every week to try and get this situation resolved but no-one seems to have corporates number or of someone that can help us. This is unprofessional and not very good business practices.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  - Issued a lease violation to me under false accusations. - Threatened to evict me over lease violation. - I gave them opportunity to remedy situation with a formal apology by ***** the asst mgr and to make the violation null and void but property management does not respond to me, a paying resident. - Gates are broken. Couldn't get outside the exit gate yesterday without opening the entry gate. Gate dial pad for entry never works so I can't have visitors as a disabled person with needs. I will be filing disability discrimination suit separately. No reimbursement for this broken amenity. - Make us pay valet trash but no valet trash staff come and pick up trash. It sits out until the morning because nobody picks up Sun - Thurs like they're supposed to. I complain to the leasing office about everything but they never respond. They completely ignore all my emails. As a disabled person I rely on written communication with physical (including hearing impairment) and mental health conditions.

  Business response

  09/28/2022

  To Whom It May Concern,

  Thank you for the opportunity to address this complaint. We issued a lease violation to the resident ***** ****** due to using vulgar language towards our staff member at the end of a phone call on September 7th, 2022, regarding a balance due. After receiving the violation and speaking with our Assistant Manager, ***** ****** sent multiple email communications to our corporate office and staff using obnoxious and aggressive verbiage. ***** has sent emails regarding issues she has experienced, and we have tried to address the issues as quickly as possible within a reasonable amount of time. ***** has continued to send emails using vulgar language, threats, and bad faith allegations inclusive of saying our Assistant Manager will go as far as vandalizing her vehicle. We are more than willing to send any supporting documents as requested.
  
  As management, we tried to resolve the resident’s dissatisfaction with the community and were unsuccessful. We offered the opportunity to be released from her contract without penalty on two occasions, to which ***** refused. Our priority is to ensure our residents are happy but also to make sure our employees are in a safe environment. We are in contact with our legal team to advise of the next steps regarding her residency at Abacus West as ***** continues to create a hostile environment.

  Business response

  10/02/2022

  Abacus West takes complaints levied against it seriously and the happiness and wellbeing of our tenants is always a paramount concern. However, Abacus West enforces the provision of its lease agreements with its tenants. To that end, Abacus sent a notice of lease violation to Ms. ******, which will not be retracted.
  ***** ****** leases an apartment from Abacus West pursuant to a lease agreement executed on July 30. 2022. Under the terms of the lease, and specifically, paragraph 11, Ms. ****** agreed that she would communicate and conduct yourself in a lawful, courteous, and responsible manner at all times when interacting with us, our representatives, and other resident or occupants. And that “[a]ny acts of unlawful, discourteous, or unreasonable communication or conduct but you. . . is a breach of this lease.”
  That provision of the lease also provides that Ms. ****** would not “Behave in a loud, obnoxious or dangerous manner, (c) threaten the rights, comforts, health, safety, and convenience of others, including us, our agents or our representative, and (d) disrupting our business operations.”
  The lease also dictates under paragraph 3.4, that if a resident’s payment is returned or electronically rejected, the tenant will pay a $75 returned check fee. One of Ms. ******’s recent payments was returned due to having insufficient funds. Thus, she was assessed the fee under the terms of her binding lease agreement. Ms. ****** asked for this fee to be waived, and when Abacus West informed her that it would be adhering to the terms of the lease contract, Ms. ****** became belligerent, accusatory, used profanity, threatened to “go to the media”, and sent property management a slue of 26 emails.
  In a telephone call on September 7, 2022, Ms. ****** used profanity, yelled, and displayed overall rude behavior towards Abacus’ onsite management team. Therefore, on September 7, 2022, Abacus West notified Ms. ****** that she was in breach of her lease pursuant to paragraph 11 and issued her a notice of lease violation detailing the same. Demands for refunds in rental payments, bad faith habitability claims, claims of discrimination and other online reviews have followed, Abacus’ delivery of the notice of lease violation.
  On September 9, 2022, management informed Ms. ****** that it would like to resolve any concerns she has concerning specific complaints regarding noise, trash, and pet clean. First, Ms. ****** may communicate via the online portal and submit maintenance requests. Second, she should contact local law enforcement if there are issues with noise/disturbances and then address the situation by contacting the leasing office in writing with any details/information as well as any police case number so Abacus may document and conduct any additional actions necessary.
  Abacus West at no point has ever abandoned its commitment to its tenants to resolve legitimate concerns and has always been willing to work to address complaints or conduct of its residents in a fair manner and in accordance with the terms of the lease.

  Customer response

  10/02/2022

  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.  
  
  [Kiss my a**.]
  
  Regards,
  
  
   
  

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