Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have to pay rent monthly and the property managers do not allow me to pay electronically. They are forcing me to go into a store to pay in cash. This is resulting in extra fees since the rent amount is too high to make in one payment. Its inconvenient since I do not own a vehicle and this is very costly for me.

  Business response

  08/23/2024

  Our policy is that if a resident has an NSF or been late multiple times, they are not allowed to pay via the portal. ****** has been late 13 times with 2 NSFs, as well as 3 evictions have been filed since 2022. This policy is standard for all residents. ****** also has a car registered with us ******* Elantra

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nature of the dispute is wrong move-out charges. No the apartment has not tried to resolve this. I was charged a month over month fee despite extending my lease in writing. I was explicitly told by staff that by signing a lease extension I would avoid these charges. The person who told me this was ***. The apartment did not update my new move-out day correctly as the due date (1 month after my move-out) is wrong at 6-6. 5-6 was my original move-out day and 5-16 was my extended move-out day. Not only was my due date wrong, but the apartment posted my charges online on 6-14, an entire week after after the stated 6-6 due date. The damage & cleaning charges are unclear or fraudulent. I was charged full cleaning for a 2 bed apartment and the apartment is 1 bed for an example. I have requested proof of the damages and cleaning charges and none have been provided. I specifically want to see these as the apartment was thoroughly cleaned before I left. I have made every genuine attempt to get in contact with the office over the last month. If I get someone on the phone they never get back to me, no one picks up calls most of the time, no one is ever there in person, and my emails have gone ignored for over a week now. I first contacted the corporate office on 6-13 and was told that someone would get back to me. I then tried to call the office twice on 6-17 with no answer, I left a voicemail. 6 times on 6-18, 2 on 6-27, once 7-5, and I left a voicemail each time. Twice on 7-8 where I did get in contact with the assistant manager and she assured me I would be contacted by the end of today, 7-9, which I have not been. I've called 4 times today on 7-9 and have been sent straight to voicemail 3/4 times and I did leave a message again.For emails - I finally was able to get a response from the community manager on 6-27. That was the last time I received an email back. I have requested updates through email on 7/1, 7/2, and 7/5.

  Business response

  07/26/2024

  This prior resident gave a 60 day notice to vacate which unfortunately exceeded the lease expiration date which put them in month to month status.  The monthly rental rate increased to the month to month rate based on the May 16th move out date which is what was charged at move out. Based on the photos at move out, cleaning fees were charged due to items left in cabinets & dishwasher, refrigerator was not wiped down, and stained carpet above and beyond normal wear and tear.  However, in good faith, the cleaning fees and month to  month fees have been removed from the account leaving the resident with a balance due for utilities. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  1. Summer of 2023 my car was damaged by the exit case. while going through the gate while it was open it began to shut on myth car. it scrapped the whole driver side and took the rearview mirror off. The office manager said they are not responsible for the damages to the vehicle. 2. the complex changed towing companies without properly notifying me which caused me to pat $300 tow I was told that I would get a credit from the previous manager and since then 3 managers have been replaced and my situation has not yet been resolved. I have yet to receive a credit towards my rent

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the manager of the apt. placed my son, daughter ***** and 3 grand kids. ages 1 yr. 3 yrs. 8 yrs old. in a ***** infested, mold infested apt. my grand daughter has been to the hospital 3 x. has missed missed 15 days of school, and has been bitten all over her body. by roaches, and has eboli like systems. the dr. says she is very ill. the complex will not move them into another apt. or fix the issue. and stated they will not pay for them to go to a hotel. i have given over $1000 for food to eat out every day. and for them to live at friends homes. because i am in a bedroom apt. the place is unlivable. and my grand daughter is very ill. please advise me of who to contact for this in humane treatment. and the maintenance worker stated he doesn't care about our kids being sick. and i spoke with the assist mgr. Mializa. she would not give me corporates phoned# and interested in the problem or my grand kids health. please help us with this issue.

  Business response

  05/23/2024

  The Resident, *****************************, came into the leasing office on Monday 5/20/2024 asking for assistance as she had cockroaches in her unit. The resident had recently transferred from one unit to another.  Prior to the resident moving in, there was no evidence of roaches.  Management immediately requested that pest control be scheduled. Below are the dates that the unit has been treated with Actisol.
  
  4/24
  5/1
  5/15
  5/22
  
  
  Management has inspected the unit but did not see any activity or roaches however,  will continue to treat the unit. Additionally, management has offered the residents to transfer units on-site should they choose to. Pest control has spoken to one the residents on several occasions mentioning it will be a slow process to rectify any pest issues. 

  Customer response

  05/23/2024

  I am rejecting this response because:   The family complained about the roaches are few days after they moved in and the spraying never helped and we cant complaining to them about this issue.  The issue was never corrected  Now they are trying to say they cannot fix the issue. In which they never did try to do anything but do a normal spray that didnt work.  And now they are saying they cant fix the issue and they changed management and they will only transfer them to another apartment if they pay way more money than what they are paying now.  people are on budgets we cannot afford to pay a higher price for an apartment they leased out that was not properly treated and they cannot fix this is there fault and they are putting a family with small children out do to greed and I believe is racially motivated. Can you advise of a legal department we can contact for thus inhumane treatment and it is totally false that there were not any issues with this apartment before they moved in. Lets obtain the files of this apartment complex and should we contact the health department to investigate this complex. How is it the fault of the tenant if you cannot fix your issues and eventually this infestation will spread to others

  Business response

  05/28/2024

  Management has received no written documentation provided by the resident stating that the resident had issues with pests at the time of move-in for apartment #****. Since moving into apartment #**** in November of 2023, the only form of documented pest control request started in April of this year. Prior to this, management had a routine pest control treatment done in February to this apartment which was rejected by the residents of apartment #****. Management have since sent pest control to treat the unit when requested and routinely. Management has requested any other communication with the previous office staff, but have still not received anything. Since becoming aware of the issue in April 2024, management has taken the necessary steps to rectify this situation and remedy the pest situation. Management has offered the residents to be let out of their lease agreement at no cost.

  Customer response

  06/01/2024

  I am rejecting this response because:   *********** was notified and the residents are not responsible because the office changed management and they view the tenants as unworthable to investigate the problem.  The truth of the matter is that this company drop the ball and are now trying to cover up their mistakes.  We investigated this ***** issue and the office moved in some tenants that moved by my daughters apartment they told us they moved from the galleria area because of a ***** issue.   These tenants could have unknowingly or knowingly brought the issue with them.  There was a hole in the wall where the stove and refrigerator is in the apartments and I believe that is where the point of entry of where the roaches are coming from. If the office tried to do there do dillegence in investigating this issue they would have found out about this problem coming from a neighbors apartment but due to the office negligence my daughter  and son and grand children paid the price for this.   We are out of thousands of dollars  and had to throw everything out and the office could care less even stating this.  The office offered no relief the grand kids are traumatized and I had to pay for them to eat out everyday and pay for them to have a place to stay. All the while as my oldest grand child was trying to complete school. And has been bit up by the roaches which they carry many diseases.  We are not animals and do not deserve to be treated this way.  Can you direct me to a legal office we can contact in regards to this issue.  The family has to start over in life with nothing due to this office not investigating and putting this family in another unit.   I believe this is a cover up that needs to be exposed.   I will try to seek legal help in behalf of mr ***** children who has no voice and have been traumatized and uprooted with no place to go. This is no way to treat people.  Especially children also can you find out who the owners of this complex is. The office would not give me this information and gave me a bogus email to email a person that the email came back as invalid name or email.  

  Customer response

  07/20/2024

  I will consult a attorney or contact small claims court. Since this apartment complex is not trying to seek a resolution and did not have enough  empathy to reach out and offer some type of reimbursement for all of this resident losing everything they had due to this companys negligence and not correcting the issue 
  at hand or even conducting a investigation. I am seeking legal advice.  Resolution was not obtained due to this company not reaching out or trying to obtain resolution. It was not the resident at fault but the office and management of this complex and I intend to tell the story about this incident

  this family has to start over and obtain all the things they worked so hard for their family.  And I am determined to let the media and anyone else that will listen to find out about this.  So no other family will have to go through this.  Thank you for your time and your help

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I leased an apartment from ***********************************. Unit 3115 from 6/07/2019 to 7/10/2023. We always paid our rent on time and never had any issues with the complex. When moved out we spoke to someone in the leasing office and signed all of the paperwork. We were told everything was done and we were good to go. I attempted to get a walk through with the manager on 3 different occasions and no one ever responded. Six months later after leaving all of our forwarding information, including our new address they did not contact us regarding any issues. They sent a collection agency after us for charges that were completely bogus The amount was ******. They charged us for a pet cleaning bill and we never had a pet while living there.They charged a cleaning fee and I cleaned the apartment for 2 days before moving. They charged us for acid washing the tub, which was discolored when we moved in. They also charged us for keys that were turned in, along with the fobs for the parking garage. Everything charged was false! I have reached out to the property company many times to resolve this and never got a response. It has affected our credit rating and it may cause us problems if try to rent elsewhere. I want people to know that they tried to steal from us because they didnt do their due diligence.

  Business response

  05/02/2024

  We regret to hear about your experience and sincerely apologize for any inconvenience caused. At ****************, we strive to provide excellent service to all our residents, and it's disheartening to learn that your move-out process did not meet your expectations.
  
  Upon reviewing your concerns, we'd like to address each issue raised:
  
  1. Pet Cleaning ***** We utilized a third-party vendor to inspect the carpet upon move-out, and they reported the presence of pet urine. While we understand your assertion that you did not have a pet during your tenancy, the carpet indicated otherwise. We are committed to ensuring fairness in all billing matters.
  
  2. Acid Wash: Our records indicate that there was no mention of discoloration on the tub on the inventory condition form. 
  
  3. Key Charges: The key return form indicates one missing mailbox key and a missing fob for the parking garage. While it was stated that the additional key and fob would be returned during the walk-through, unfortunately, our records show that no one came in to complete the walk. 
  
  We understand the frustration caused by the collection notice and its potential impact on your credit rating. Please be assured that we take such matters seriously and are committed to resolving this issue promptly. 

  Customer response

  05/03/2024

  I am rejecting this response because:   The response was not accurate and unfair. We never owned a pet and there is no reason pet urine would be present. The bathtub was discolored when we moved in, not our doing. We will not pay for things that are not our responsibility. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are stating that there were damages found on the final move out walk through. I have reached out several times to the collections agent. No response. I have contacted the ***************** Was transferred to the Vise Presidents voicemail. Left a detailed message. No response. Have sent a detailed email. No response. I have a video taken at the time I moved out and dropped office keys at the office. I left the apartment the way I received it. I good condition no final walk through damages. Have several witnesses as well.

  Business response

  04/16/2024

  Thank you for bringing this matter to our attention. Upon thorough review of the final account statement, our team has confirmed that no damages were charged. It's important to note that the only charge listed was for a cleaning fee; no additional fees were applied for the mattress and bedframe left behind. However, the remaining balance primarily consists of unpaid rent charges and utilities.
  
  The balance due at move-out was $1595.90, which included past-due rent for December, January, and 2 days in February. Additionally, at move-out, there were charges of $90 for a full clean of one bedroom, $50.36 for water from December 27th to February 2nd, and $49.34 for gas from December 13th to February 2nd. His total balance due is now $1785.60.
  
  

  Customer response

  04/17/2024

  There is no way I owe on past due rent for December, January and 2 Days in February. Pasted due rent cant be collected after allowing me to stay there. Past due rent should have have been collected in Eviction Court in December 2023. Not trying to collect it 3 months later. American Community is way past their time limit to collect Past Due Rent. It was mentioned on the invoice a move inspection was done. Now they are trying to collect of past due rent. I was to return the keys and vacate the dwelling. Which I left and left the dwelling beyond better then I received it. No damages to the dwelling are proven. I have a full 2 1/2 live video. No complex would allow a resident to live there for almost 2 months for free. Eviction would have have been served since December 2023. I have no eviction court documents nor served by the county constable office. 

  Customer response

  04/17/2024

  I am rejecting this response because:   There is no way I owe on past due rent for December, January and 2 Days in February. Pasted due rent cant be collected after allowing me to stay there. Past due rent should have have been collected in Eviction Court in December 2023. Not trying to collect it 3 months later. American Community is way past their time limit to collect Past Due Rent. It was mentioned on the invoice a move inspection was done. Now they are trying to collect of past due rent. I was to return the keys and vacate the dwelling. Which I left and left the dwelling beyond better then I received it. No damages to the dwelling are proven. I have a full 2 1/2 live video. No complex would allow a resident to live there for almost 2 months for free. Eviction would have have been served since December 2023. I have no eviction court documents nor served by the county constable office.
  

  Business response

  04/18/2024

  ******* resided at ************ also while employed by the management company. He relocated on December 8, 2023, having been granted early access to the property but failing to settle the entire move-in balance. ************, being a Cares property, adheres to state regulations mandating a 30-day notice for vacating. Although ******* cleared his December balance by January 5th, January's rent remained outstanding. Considering the property's 30-day notice policy, eviction proceedings would not have commenced until February, by which time ******* had already vacated.  Notably, December water bills were not posted until February, as this property operates on a back-billing system   However, upon departure, personal belongings, including a mattress and bed frame, were left behind in the dwelling.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into my new rental townhouse that should have never been rented to the public. I did not have working toliet(s) for seven days despite me going to the office daily. It took me going to the corporate office to get anty movement on the maintenance issues. I was told not to unpack as they may move me to another flat. Contractors came in the first two days, but never heard anything back. Had to clean up the broken glass that one left and got charged for pest control despite the cockroaches being there when I moved in. Grace ****** is three days and now on the fourth day, still do not know what is being done on my flat since no one has made the effort to contact me and was served notice to vacate because I am late on my rent from having to pay for another month of storage and deposit and rent for registered service dog.

  Business response

  05/17/2023

  We are disappointed to hear about your negative experience you had at our location. Our team has addressed your concerns and we will look into the late payment fee. If you still have any pending items please reach out to us at your convenience so that we are able to correct any pending issue. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  According to the video I sent, which was my last walk-through of the apartment before I grabbed my cat and his things, and threw it out But when I received the final bill, the apartment look completely different than what it was when I left and I believe they did that on purpose so that I can pay for damages that I did not do. *** constantly had issues with this property for two years not even being able to use my kitchen.

  Business response

  04/04/2023

  To whom it may concern,

  This complaint is regarding the apartment complex *************** in *******, **. This property is no longer owned and operated by ******* Apartment Homes. According to the website, the new ownership is called American Properties. Here is a link to the property's website for further assistance: **********************************;

  Thank you.

  Business response

  04/18/2023

  After reviewing the attachments, we are willing to remove the following charges: $80 cleaning bedroom; $90 Carpet Cleaning and $150 for blinds.  This total amount of $320 will be removed leaving a remaining balance of $16.33, which includes the drip pan that we not replaced.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been living in **************** ***** apartments for 9 months and for 7 of the 9 months we have had a ceiling leak, window leak and door leak when it rains with noone fixing the issue. We have put in multiple requests and even went to the front office and the Manager kicked me out of the office. We are very concerned of possible mold from all the water dripping from the middle of the ceiling.

  Business response

  03/15/2023

  Several attempts have been made to resolve the issue, but this is part of a larger issue we've been dealing with and the leak keeps reappearing (especially after rough rains). We sincerely apologize for your negative experience with our team. Our community members mean a lot to us and we'd like to make this right. We are working on a solution to correct your ceiling and a team member should be reaching out to you.

  Customer response

  03/16/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  We are finally getting communication regarding our issues and know that it may take time to figure out the issue. I'm very pleased with the line of communication I have gotten since submitting the complaint.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a apartment with two additional roommates between 08/2017-10/01/2018 i just now received a itemized debt collection for several charges my name is not on the bill it has my roommate ******** name on bill. I've been trying to contact the office and property manager with no success. I am disrupting the charge of vinyl flooring replacement and tub resurface which was a 1680$ this damage was cause by a pipe bursting from the wall leaking from the ceiling unto the floor causing the ceiling to be repaired two weeks later and for the floors all was provided was humidifier and fans to dry floor which peels up vinyl and left water spots. I reported this information to them 10/07/2017 via certified letters and emails I should not have to pay for vinyl flooring replacement on old floors cause by issues with apartment complex drainage issues which we had several throughout our stay. I have no problem paying for carpet and other charges just not the vinyl flooring and tub resurface cause by the pipes from a older complex issue, I was located at *** ********* suite **** under §§ 92.056 , 92.0561 , and § 92.052 I deserve to be treated with the rights as a renter. And I feel that the the over charge for vinyl replacement on my credit report is a form of retaliation against me complaining in good faith about necessary repairs for a period of 12 months of my stay from the date you made such a complaint on 10/07/2018 §§ 92.331-92.335 under Texas law you can not charge me for normal wear and tear which was cause by flood from pipe burst of an older apartment. Attachment I will list will be my original letter that me and my roommates sent via mail and the itemized debt charges.

  Business response

  10/21/2022

  Business Response /* (1000, 7, 2022/08/19) */ The flooring was replaced due to pet odors and damages according to the move out file and there was no pet listed on the lease. The move out file is attached. Consumer Response /* (3000, 9, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company straight fraud , vinyl floor replacement had nothing to do with pet Oder, I'll wait

*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. ↩