ComplaintsforOnward Property Management

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well on Monday we received a txt sayin no one will be in the office Next day seen a lpl notice on the door no one has been in the office for a week now. Ive try to call all the numbers listed no answer even the emergency line. Its been cold we have kids and havent had hot water since Monday the 5th

  Business response

  02/12/2024

  Thank you for allowing us to respond to this complaint. The manager who was residing over the property was admitted to the hospital and unable to return to work. We have had our Regional Manager and Director of Operations along with a fill in at the property since the manager was taken to the hospital by EMS. We've contacted and had out several plumbers who are all working to remedy this issue. We are acting within customary diligence to resolve and request understanding as we are also at the mercy of our vendors availability (hence having multiple plumbers at the property). Additionally, we have a new manager starting tomorrow, February 13th who will work to ensure going forward we continue to honor our company mission/vision and values. 

  We hope to have the hot water resolved by end of business today. 

   

  Management

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 06/08/23 my townhouse at their business ********* and colonial apartments in ********, was one of many to flood causing me to not be able to live in the home for 8 days until I was allowed by the coast guard to return. After returning my property Manager ****** told us we could stay or break the lease and take out deposits of $750 and the remaining rent paid for **** of $895, the amount of time they took of the $895 rent for **** was up until 08/15/23 because that was when we moved out despite us not being allowed to be there due to coast guard since 06/08/23. After moving out I was told my deposit and remaining rent will be sent to me via mail within 30 days. 31 days later 07/31/23 I got an email saying I had a document to be viewed, the document being a charge of $100 for the fridge being dirty after leaving the flooded townhouse that had no power for 4 days. After asking ****** the manager at the time why they charged me for a melted popsicle stain after my home had been 5 inches under water with no power for 4 days, she told me the $100 would be removed from *********** that should be sent within 30 days starting 07/31/23. I have provided them my new address and tried to contact them since and have received zero email or answers to phone calls. The jamestown and colonial apartments are now owned by a completely different company so I have no way to reach them in person to ask why its been more than 90 days instead of 30. I was never sent a email verification of *********** and rent being returned only told verbally. I would just like *********** back and end all of this so I can try to recover financially from a hard time.

  Business response

  11/14/2023

  Thank you for the opportunity to respond.

  In reviewing the tenant ledger we don't show a deposit was paid. We'd be happy to look further into this matter and ************ can email ****************************************************** and ************************* can review and see what can be done. 

  Thanks!

  Customer response

  11/15/2023

  I replied to the email as followed. 
  

  Afternoon. 
  
  
  I understand the situation at ********* and colonial was one that brought chaos for everyone. I will try to explain the history that you should have filed in your system. 
  
  I signed a lease to stay and payed deposits for a one bedroom j-106 and lived there for a year through 2022-2023. When my lease was to be renewed I transferred ***********, $500 for both cats I had, $250 to be returned to me than, and $450 deposit, to the new lease with **************, paying the $250 transfer fee. The rent I paid in March was also applied which ******* gave to me as credit which would be the $190 credit also applied to my first month of rent on the lease with Grant. 
  
  In your files you should have a lease for Grayson Auth **** J-106 and a lease for Grayson Auth, and *********************, ************************* 
  
  On top of these deposits we also payed rent for the month of June that being $895 moving out the day we were allowed back into the building. Per coast guard request. 
  
  In turn I was told by ****** your manager at the time, that I will receive *********** in 30 days, 5 months ago. A promise you unprofessionally didnt fulfill. 
  
  ~Grayson 

  Customer response

  11/20/2023

  I am rejecting this response because:   

  I replied to the email as followed. 
  

  Afternoon. 
  
  
  I understand the situation at ********* and colonial was one that brought chaos for everyone. I will try to explain the history that you should have filed in your system. 
  
  I signed a lease to stay and payed deposits for a one bedroom j-106 and lived there for a year through 2022-2023. When my lease was to be renewed I transferred ***********, $500 for both cats I had, $250 to be returned to me than, and $450 deposit, to the new lease with **************, paying the $250 transfer fee. The rent I paid in March was also applied which ******* gave to me as credit which would be the $190 credit also applied to my first month of rent on the lease with Grant. 
  
  In your files you should have a lease for Grayson Auth **** J-106 and a lease for Grayson Auth, and *********************, **************** apt 116. 
  
  On top of these deposits we also payed rent for the month of June that being $895 moving out the day we were allowed back into the building. Per coast guard request. 
  
  In turn I was told by ****** your manager at the time, that I will receive *********** in 30 days, 5 months ago. A promise you unprofessionally didnt fulfill. 
  
  ~Grayson 

  Customer response

  01/07/2024

  as of 01/04/24 I have received all requested deposits through check by mail. no further payments are needed. thank you for your assistance with this case it is greatly appreciated!

  -***********************

  Customer response

  01/18/2024

  as of 01/04/24 I have received all requested deposits through check by mail. no further payments are needed. thank you for your assistance with this case it is greatly appreciated!
  
  -***********************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased an apartment from this company and when we were evacuated from a declared plumbing disaster they cancelled our leases and gave us 7 days to leave and said they would refund our prorated rent paid for the month of **** as of **** 7 because that is when the flood was. they told me they would send the refund checks after 30 days from the day they told us we had to be out by, **** 23rd. She said that the rent portion paid would be refunded weather or not deposits were. I paid ****** on $5.19.23 for **** rent, $192.25 on 06.02.23 and a $900.00 deposit. I have made multiple attempts to call over the months and they haven't answered, that was a problem the whole time I lived there. I have texted the numbers staff used to contact us, I have called the emergency line, I have gone up there, and i have emailed all the addresses that i had for and from them to follow up on this and get my money back.They had 7 managers the 11 months that I was there and never responded to anything. they were dangerous neglected and nothing was ever fixed. I filed a substandard housing complain in February and they were given several citations.My apartment was flooded at least 8 inches deep, there is no way they could blame damage on my deposit. I shouldn't be charged for or deducted for having to leave things behind when i left because i was only given 7 days to move out of a place that had sat in water a week and I work full time and don't own a truck or have family. I could only hire movers for 2 hours. we got everything we could. I have gotten no responce or communication from this company in multiple attempts to collect my refund and they have got unanswered or are all automated.

  Business response

  11/14/2023

  Thank you for allowing us to respond to this complaint. 

  The items addressed are:

  1.) Deposit Refund 2.) Housing Violations 3.) Work Orders

  1.) I've attached the resident letter that shows the refund that was issued and in addition to that if we didn't have a forwarding address on file it would have gone to the last known address. I've also attached the text messages and copy of the move-out charge sheet from the then manager. The text messages (starting mid June) indicate clearly the conversations our team had with the resident and I think those will speak for themselves. Our goal is to insure ********* gets her monies and is is free to email us at ****************************************************** and our team will make sure she gets the refund as noted on her ledger. We unfortunately no longer manage this property as we terminated the relationship with the owner of the property however would like to see ********* recoup her refund due. As a company we understand how tough that situation was as we displaced almost all of the residents that were at the property at time of incident and understand the challenges that posed to not only our residents but the entire ****************. 

  2.) I am not personally aware of any housing violations.

  3.) I've attached work order history that shows work reported and notes from the owner/maintenance as to what was done in the unit.

  Our goal is to provide the best experience we can and regret this wasn't a great experience for *********. Please let us know if we can do anything else aside from refunding the amount due. 

  Kind Regards,

  ***********************************

   

  Customer response

  11/27/2023

  I emailed the address given in the responce to confirm my understanding but did not get a responce. Im hesitant to accept the responce without confirmation communication 

  Customer response

  11/29/2023

  I am rejecting this response because:   I emailed the address given in the responce to confirm my understanding but did not get a responce. Im hesitant to accept the responce without confirmation communication 

  Business response

  11/29/2023

  Thank you for the opportunity to respond. We've attached text communication that started on the 28th between the resident and our team. Email attempt to us was on the 21st and our office was closed from the 22nd through Sunday the 26th hence the delay. However, the text thread started on November 28, 2023 and was also made through today 11/29/23.

  Refund has been processed and we appreciate again the opportunity to resolve. 

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