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Complaint Details
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Initial Complaint
01/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been a tenant at an apartment complex managed by Forefront Property since May 2020. All of my rent payments were set to be made automatically at the beginning of every month. I have not had a single history of being late on a payment. However, around December 2021, they had moved to a different resident portal called ********, where I had to set up autopay again. Due to the new autopay setup, my rent for January 2022 was not paid until the January 8, which was considered to be late. I was charged with a hefty late fee. I've inquired with Forefront Property Management regarding this issue, and was informed the following: "Thank you for reaching out to our team with your inquiry on the late fee that was assessed for the month of January 2022 rent payment that was not received until 01/08/2022. Per the lease agreement, rent is due by the 1st of each month and considered late after 11:59pm on the 3rd of each month. The late fee that accrued for this month cannot be waived at this time." However, I don't agree that I was at fault. I was relying on ******** to make this payment for me on time, but unfortunately, the system had made it so that payments are made on the 9th of every month.Business response
01/14/2022
We are empathetic to the situation where a late fee was accrued for a late payment that was received in January of 2022. Our office transitioned from one software system to another at the end of October 2021. All residents were requested to set up their new resident portals within ******** to start payments in November 2021. Our office realizing the transition may be difficult from one software to the next decided to halt all late fees for November and December 2021. Late fees were reinstituted in January 2022 for all residents. As a company policy we do not waive late fees for residents when they are in place and we cannot set a precedence for one resident without providing the same type of service to all residents to comply with Fair Housing Laws set by HUD(Housing and Urban Development - Branch of the Federal Government).
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Contact Information
11535 Galm Rd Ste 101
San Antonio, TX 78254-5206
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.