ComplaintsforGates Hudson Apartment Management

• Initial Complaint

  08/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The role of property management at ****** of ******* changed about 3 times in as many years. When Gates Hudson took over there was no maintenance being performed and the trash removal was so bad that people were just piling trash up in front of already full dumpsters. They had to put temporary dumpsters around the complex. My lease expired in March of 2022 and I was looking to move out so I didnt resign for a new lease, so at that time they started charging me a $400 premium on top of my $2300 rent. So from March to July when we moved I payed over $2700 a month for rent. I inquired about my original security deposit that was paid in 2015 when we moved in but Gates Hudson claimed they did not have any of the original records to show a security deposit. I also inquired about a 30 day move out notice and was told that now it was a 60 day notice requirement. On June 1st I turned in my 60 day notice and paid Junes rent $2700 and on July 1st I paid Julys rent $2700. My settlement date was July the 10th, and we were moved out and turned the keys in personally on July 11th.I received a move out statement 8/8/2023 They charged me a $118.60 balance as of 7/11/23 no explanation a $400 premium 7/2023 $13 liability insurance $25 trash $7 pest control $2175 rent $151.23 and $19.25 water and sewer for6/1/23-7-11-23 $340 drywall repairs $480 for 4 doors $1037.72 amount to be refunded $1403.23 rent responsibility for 20days and ****** month to month premium And I still owe them $623.57 Which I think is outrageous And believe it or not this amount is also after small credits being applied and keeping my security deposit.Management is horrible Accounting is horrible as well I know I am due some money back but this company has a fast track to the court system and it seems is using legal tactics to intimidate people into paying their frivolous charges or at best inaccurate book keeping.I have all the documents I mentioned and would be willing to share them with you.Thank you

  Business response

  09/05/2023

  Hello, ******,
  
  After reviewing the account and the photographs taken during your move-out inspection, we have assessed charges only for the actual damages to the property. The $300 security deposit you paid at the beginning of your lease has been credited back to your account, along with an additional $37.87 in interest.
  
  The following charges have been applied to your account:
  - Water bill for the period of 6/1/2023 to 7/11/2023: $170.48
  - Accent wall repainting: $340.00
  - Damage to doors and walls: $480.00
  
  Attached to this email, you will find the detailed move-out statement and photographs of the damage for your reference.
  
  Best Regards,
  *******************************, ARM
  Property Manager *************

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

  Customer response

  09/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  When Gates Hudson was informed of our plans to move from their property a $400 premium was charged to me with no explanation on top of the actual rent for 5 months 

  thats $2000 extra. Keys were returned during business hours on July 11th. $2700 was paid on July 5th. Eight years of residency no complaints on time payments and minimum damage to the property I am seriously believing I should have gotten a refund 

  Regards,
  
  ***************************

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ben a resident of ******* ***** apartments for the past 6 months and it has been a horrible experience and I truly regret moving on this property. This property is owned by Gates Hudson and they are not any better! Since March, I have been experiencing issues with my HVAC and washer/dryer (which are very small). My air conditioning seems to go out almost every other day and the maintenance staff always informing me it is the heat outside that causes my air to go out and I told them that cannot be true! Every time I call the rental office about any issues I am having in my apartment, the Leasing Agent ******** gives me attitude and she is very rude and unprofessional! The leasing agent ******** told me one time when I called to talk to the Property Manager *******, she said they do not feel like being bother and I was saying to myself who talks this way to a resident! Most of the time they do not or will not answer the phones! I have three service animals and every time there is an issue with residents dogs, my dogs get blame. My air went out again today! Last week, I called to speak to the Regional Manager of the property and as today no returned call from ******** * and I have left him messages prior to last week. When I did not hear back from him, I called and asked to talk to his supervisor (***** ******) and no return call from her either! I feel as if I am being harassed and not safe here at this property! The staff is horrible! BBB please HELP!!!

  Business response

  08/02/2023

  **.  ******,
  
  I have received your complaint you filed with BBB. I would first like to inform you that Gates Hudson is the Property Management Company for ******* ***** Apartment not the owners.  *******, Assistant Manager, has gone above and beyond to assist you during your move in, with your work orders as well as with your issues of nonpayment and the eviction process. The issue with leasing, ********, was addressed after you and I spoke about it and your email about her behavior was received.  The first work order for your AC was put in on 4/5/2023. Between 4/5/23-7/10/23 you’ve had 8 work orders entered due to your AC, each time maintenance has made repairs and your AC has been blowing below 52 upon them leaving.  On May 23rd, maintenance found an issues with the condenser and it was replaced. On July 10th you placed an emergency call for the AC, the maintenance tech on call responded and you become very aggressive and threatening towards the technician. On Saturday, July 15th you called in another emergency call and at the time the maintenance tech on call informed you that a contractor will replace your entire HVAC system on Wednesday, July 19th.  Since you moved in, we have received numerous complaints about your animals not being on leashes, not cleaning up after your animals, getting in arguments with other residents that has led to the police being called, as well as video proof of you stealing a neighbor’s food deliver from their apartment door. Due to those issues, you received a 21/30 in March and another one in July, as of today August 1, 2023 Management still continues to received written complaints, pictures and videos of your behavior from other residents.  Maintenance has provided service for all of your request and Management is enforcing the lease guidelines you signed at move in on 12/12/2022. If you have any additional issues or concerns, I can be reached at ###-###-#### or Manager@*************.com.
  
  Thank you,
  
  *******************************
  Property Manager

  Customer response

  08/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: due to the facts given are unfair and mostly untrue. I’ve stated multiple times and spoke to you all in regardless to MY SERVICE ANIMALS in which you have all of their proper documentations. My dogs have been accused multiple times for other peoples dogs in which I do have emails on that topic. I have been harassed and threatened by other residents in which my foul behavior took place in which the police have been called on me and animal control. My dogs have been an issue since I’ve moved in. They have never attacked any one or another dog or animal. My dogs perform the task for my disability in which I’ve stated numerous of times. There have been safety issues in the area and I don’t feel safe my dogs are my protectors and any time I walk them they are on the leash unless we are in a dog resonated area that is (not the park) there have been other dogs off their leashes and I’ve sent pics about it as well. ******* has a nasty mouth and can be rude at times I am not taking away the help she provided me but her character speaks volume. As for the food delivery being stolen NOT once has any one from your office called me to see what actually happened in that situation. You went based off a video, false accusations and assumptions. I’ve already explained and spoke to my neighbor before she reported this to you guys that it was a mix up and that DoorDash delivered my food to her door by an accident. That situation was handled unprofessionally. Again, I feel harassed by you guys and the residents around me because of how many dogs I have and the type of breed they are… I literally don’t bother anyone or cause any conflictions or chaos. Instead of reaching out to me to rectify the situation you send me a 21/30. As far as the HVAC goes as you’ve stated it’s been a while since I’ve put the first order in and if I did 8 orders why did it take so long for you all to come to a conclusion on replacing the system? It’s been months and I have health issues and I expressed that and I wasn’t told that it was below 52 degrees I’ve been told it’s because of the weather and that it was to hot and that was the excuse every single time so I did speak my mind and never disrespected the maintenance guy I simply told him that’s not an excuse and that my HVAC needed to be fix ASAP. So that message above is unacceptable. 
  
  Regards,
  
  ***************************
  

  Business response

  08/23/2023

  ***  ******,
  
  I am sorry you do not agree with our assessment and would be happy to further discuss your situation.  Please reach out to me at ************ or Manager@**************.
  
  Thank you,
  
  *******************************
  Property Manager

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at ********************************** ***** in Richmond VA and the maintenance is horrible. In May, there was a storm and the floor in my bedroom became saturated with water. It took maintenance several days to respond, and by that time the capet was beginning to mildew. I was told that I would need to move all of my furniture out of the bedroom for it to be cleaned properly. I'm certain that if they would have responded immediately, the excess water could have been suctioned out and a blower could have dried it adequately. It's July and the carpet is still damp. I've had to put baking soda on the carpet and buy an air purifier to avoid getting sick. Last month the air went out. It also took several days for maintenance to respond. When he did, the unit began leaking water, I put in a request and it was never answered. Now, the next battle is the pest. I'm being charged a pest control fee but there's a mice infestation. I've asked for an exterminator and no one has been here. I've cleaned up several mice on traps that I bought. It should also be noted that the maintenance manager is careless. He's lost the master key to my apartment and will have the audacity to insinuate that I'm making it hard for him to get the jobs done because I won't take off work to accommodate his incompetence. I am in the second unit I've rented on this property. No need to move me, they're all poorly managed. I want them to actually complete the maintenance requests. I pay over $1400 a month and until I can move, they need to actually make this place livable.

  Business response

  07/26/2023

  Dear **************,
  
  Here at the ********** of ******** ***** we strive for excellent customer service and handling necessary maintenance request in a timely fashion.  We would like to apologize if you feel you have not received this regarding your maintenance requests in your apartment home.  
  
  The water that came through your bedroom wall during a rain storm was caused by a previously unknown foundation issue and was repaired by a contractor as soon as the contractor was available.  The maintenance supervisor made multiple attempts to get in contact with you via phone regarding your apartment home, items that needed to be moved away from the window, etc., however they never received a response back.  Once maintenance did hear back from you, and I spoke to you directly, I walked your apartment with the maintenance supervisor and found no continuing issues with this area, however the carpet contractors were contacted the same day to clean the area and install a dehumidifier to ensure any moisture was removed from the room.  Please see invoice attached for this service.
  
  The second area of concern was in regards to an after hours call made by you regarding your air conditioning unit not cooling.  The maintenance supervisor responded within an hour and found your A/C unit frozen. He communicated with you and told you that he would have to turn it off to allow the unit to unfreeze and would be back the next day to service it.  The unit cannot be worked on while frozen.  The maintenance supervisor returned the next day to recharge your A/C unit and contacted a contractor to extract the water from in front of your A/C closet and clean the area.  Please see attached invoice for this service.
  
  I also understand that you have seen mice in your apartment home. Your apartment home was inspected by ***** Pest Control on 7/19 and next scheduled date is 7/28. As I mentioned to you on the phone, they put down traps for the mice, however we are hoping to start with a pest control company on 7/28 and they have a different/highly effective treatment for any sort of rodent issues. Once I have more information regarding this, I will let you know.
  
  Again, we apologize for any lack of communication or delayed response time regarding your requests. We really do strive for excellence in all we do and we appreciate  your tenancy here.  Please don't hesitate to contact me directly if you need anything at all. 
  
  Respectfully,
  *************************
  

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I received one call several days after the initial request about the leak in my bedroom.  The maintenance supervisor did not leave a voicemail and it was when I called back that he spoke with me.  Regarding my air unit, when I called for service I was initially told that he could not come out that night, 7/3/2023 but I guess he felt sorry for me since it was still over 80 degrees in the evening.  He told me when he got there that he didn't come the actual day that I made the request (3 days prior) because "he had his kids."  He did come back and work on the unit, and when I noticed the water leaking from the unit, I put in a request and it was also days later before there was a response.  The request for an exterminator to come into my home was also made a couple of weeks before they actually got there.  Attaching your invoices mean that you did eventually get to them, but none of these requests were timely and there was no sense or urgency on your part.

  Signed,
  
  ***********************

• Initial Complaint

  07/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have lived on the property in question since 2013, and NEVER was late paying my rent; however, I was told via in person by a leasing agent that I did not pay my rent for June 2023. I gave the supported documents and receipts showing it was paid, then received a rental ledger for a missing rental payment from January 2021. Being very puzzled by the allegation I gave via email and in-person ALL supported receipts and a bank statement along with a copy of the cashiers check showing that the ONLY month they claim I did not pay was paid. Now my account is delinquent for their lack of acknowledgement of my documents and I am being ignored for no reason whatsoever by the staff that work in the rental office. The compliance manager continues to give excuses that the documents have been forwarded to accounts payable but still to this date I have NOT received any response nor has the matter been rectified. I have contacted corporate office several times, still no response. Currently the rent payment for July 2023 was paid on-time today, July 1, 2023. Never have I received a notice to vacate etc. I would like for the matter to be resolved ASAP.

  Business response

  07/14/2023

  *******,

  We spoke with the property team and they informed us that they have been working with you to make changes to our records and have provided you with copies of them.

  Thank you and we are sorry for any confusion and inconvenience this may have caused.

  Customer response

  07/18/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at ****** ***** ******* at *********** for 2 years .. the first year was amazing great management no complaints! The second year was iffy .. the water bill was always late which would throw me off .. I’m currently trying to pay my last due payment since I’ve moved out and i cannot

  Business response

  07/25/2023

  We appreciate your feedback on your experience in our community.  We regret to hear that you didnt leave us on a high note.  We understand that receiving timely notices is important when planning your monthly rent and utility payments.  We strive for fair and accurate billing, and because your water bills are based on actual period usage for the property, they do go out in arrears, after the billing cycle is completed.  We try to explain the delay in billing when you start your rent payments without water at the start of the lease.  We will work to be more clear in these communications so that there are no misunderstandings during the move out process.  Your feedback will help us in future communications. We appreciate you taking the time to express your concerns and provide the opportunity to improve our service. We are happy to assist in you making your final payment, and reporting your account as paid in full in a timely fashion should you need documentation.  We will reach out to you shortly to confirm these final items.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reside at a community that is managed by Gates Hudson named ********************************** Apartments in Fredericksburg, VA. We complained about our neighbors on multiple occasions in regards to their dogs and receiving harassment from them. In retaliation the residential manager started looking for ways to harass us and attempted to evict us. We have been told not to call or come into the rental office and only contact them by email. We have sent multiple emails to the rental office and called the corporate office on multiple occasions and no one will respond to us by phone or through email. It is horrible to tell someone who pays rent to (on time) that they can't contact you when they need to and only to have the Regional and District Manager to ignore your concerns.

  Business response

  05/12/2023

  We greatly appreciate you taking the time to contact us and share your concerns. We regret that we were unable to assist you further with your neighbor concerns and that our attempts at resolution resulted in our request for email communication. As you are now aware, per the lease agreement, we reserve the right to non-renew your contract, and to request that all communication be made by email.  At the advice of our Legal Counsel, we must continue with this form of communication.  We do not currently have in our database any unanswered emails from any leaseholder in your home. We apologize if we have missed correspondence from you.  Also, in addressing the repairs issues category of your complaint, we do not currently have any unaddressed work orders for your apartment home.  Please inform us of any service requests you have for your home by email or online resident portal work order. We will address any service requests in the order received, or in order of urgency as is our typical policy.  We are happy to have our Regional Management team reach out to at the *** email provided in this complaint.  Please expect to hear from someone no later than 5/17/2023.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Respected sir / madam Me and grandma signed the lease 12 months September 1, 2022 to September 1, 2023 This is one bedroom apartment and rent is $1550 and 10 $ liability insurance total 1560 Includes utilities After two months, they send me the bills I talk to them so many time and they still send me the bill and I’ll pay I talk to them in office she say we will solve this and I say OK But they still send me all of the utilities bill And then I’m stop pay And now I am to receive a letter from them Which is unexpected or unbelievable This is lease renewal later, and the date they mention 05/21/2023 to 05/25/2023 if I didn’t sign on 25th May they will be charge me $300 extra every month to month from 07/01/2023 and the rent will be also jump from 1560.00$ to 1692.00$ in June with the utilities No one above the law they signed lease with me one year and now they force me to renew if I don’t then I will be default month to month from 07/01/2023 with 300.00 extra money plus utilities In my lease rent is 1560.00$ plus utilities And they send me the utility bills They want from me June rent 1692 plus utilities And 7/01/2023 to 9/01/2023 rent 1992.00$ plus utilities Please help me

  Business response

  05/09/2023

  ************, we understand you received a renewal letter. Our apologies as this renewal letter was sent to your apartment in error. As you can see from the name and address on the letter, the correspondence was not addressed to you. Your lease expires on 08/31/2023. You will receive a renewal letter in the month of May. Please stop by our office or reach out to our property manager at ****************************** to discuss your utilities. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I HAVE RECEIVED MY APRIL'S RENT STATEMENT AND I REALIZED THAT THERE WAS A 50% INCREASE CHARGE FOR MY UTILITY BILLS. WHICH IS EXTREMELY ODD BECAUSE I LIVE ALONE IN A ONE BEDROOM UNIT. I HAVE BEEN LIVING AT THIS PROPERTY SINCE NOVEMBER 2021 AND THIS HAS NEVER HAPPENED BEFORE. I RECEIVED AN EMAIL FROM THE PROPERTY MANAGER ******** SO BASED OFF OF THIS EMAIL THE TONE SEEMS PREDATORY BECAUSE FOR ONE THERE IS A DIFFERENCE BETWEEN PRICE GAUGING AND INFLATION. A 50% INCREASE IS NOT INFLATION. EITHER GATES HUDSON DIDNT PAY OUR BILL TO CONSERVICE LAST MONTH OR SOMEONE IN ACCOUNTING IS STEALING FROM US. I ALSO LOOKED AT MY MARCH STATEMENT AND IT APPEARS AS THOUGH MY MARCH UTILITY BILL HAS ALSO WENT UP 50%. ATTACHED MY LAST FOUR UTILITY BILLS FOR REFERENCE. I HAVE ALSO CONTACTED THE ATTORNEY GENERAL FOR PRINCE GEORGES COUNTY MD.

  Business response

  05/09/2023

  **************,

  The utilities (water, sewer, gas, trash, stormwater, etc.) are not separately metered so ******* **** uses Ratio Utility Billing System "RUBS" for the calculation and billing of utilities for our residents. This is noted in an addendum that you signed in your lease upon move-in and/or renewal. The electricity is the only utility that is separately metered and needs to be set up with Pepco and paid directly by the resident. Please see attached copy of your signed addendum. 
  
  When residents received their March bill, which reflects utilities for January 2023, many noticed an increase higher than usual. Our office reached out to our representative at ********** and the Senior Vice President - Energy & Sustainability at Gates Hudson corporate regarding this matter. Based on their investigation, an email communication was sent to all residents explaining their findings, see attached email sent to residents. Generally Dec-March is our peak winter season when our gas usage is higher due to the  colder weather. Residents' usage of heat is a big factor which is operated by gas and unfortunately, gas prices have gone up.

  Thank you,

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

  Property Manager, **************************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident of ************* since September of 2022. The maintenance department has failed to fix any of my work orders, although they are continually marked "Completed" in the portal. Please be advised that I filed multiple work orders for my dishwasher which has not been working since November 2022. Maintenance finally came to inspect the dishwasher in January of 2023 and advised that it needed to be replaced entirely as they could not get it to turn on. They were able to vacuum some of the moldy water that had been accumulating in the dishwasher since last year. I was told the maintenance manager would be in contact with a date to replace the dishwasher. I have not heard back from anyone since then. I did, however receive an email from a manager named ******** who stated that she would personally get my dishwasher replaced, that message was from mid February and I have not heard back from her since. As mentioned, this issue dates back to November of 2022 which is completely unacceptable and unprofessional. I expect to be able to use appliances in my home that I am paying for just as you or the next person does. My last message to ***** Apartments I informed them that I hope to hear back from someone soon in regards to this matter. And If not, I will have no choice but to file a Complaint of Rent Escrow to the District Court of MD as the mold that continues to grow in that dishwasher is a safety hazard to me and especially my young children. Still no response or care, very disappointed in how my complaints have continually been ignored.

  Business response

  04/18/2023

  Hello ****,
  
  Thank you for your review on BBB. We understand how frustrating it can be for maintenance repairs not being fixed in the appropriate time; however, I am pleased to advise that the dishwasher has been ordered. And will be installed by close of business on Thursday 4/20/2023.  The BBB review requested completion of repairs and adjustment on the billing if the concerns were not taken care of; however, In the event of repairs not being up to standards, we would have provided a credit to your account for the inconvenience this has caused. I would love to connect with you to ensure that you are happy in your home. Again, we certainly apologize for the inconvenience this caused you and if there is anything you need at all, please let us know. I can be reached at ************. Take care!
  
  *******************************, Property Manager

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at the ******* **** at Ft Washington property. I called the rental office last week because my dryer was making a weird noise. This past Monday February 6th someone came past to replace my dryer while i was at work. I noticed today when i attempted to use my dryer that the person didn’t install my dryer correctly. I have severe asthma and the lent is flying out of my dryer which is causing me a flare up. Attached are pictures of the installment of this “new” dryer. I’ve been living on the property over a year and my previous dryer did not have this object hanging from It. The dryer doesn’t work properly it keeps cutting off and has a weird burning smell. I called the rental office and was informed that the contractor that installs the dryers won’t be able to fix what they did incorrectly until the 16th. Because this is a health and safety issue i asked if this can be escalated and I was informed by the rental office. That it can be escalated but it doesn’t mean the contractor will honor the request.

  Business response

  03/13/2023

  ****,

  Our washers and dryers are contracted out through the vendor ********* *********. They perform the repairs and replacement of equipment. In looking into this we see that you have had several issues with you dryer which as far as we know have all been addressed. There is one pending work order for March 16th, but we had Maintenance go to your unit to check on the machine. When maintenance tried to remove your dryer, you stopped them and stated that there was nothing wrong with the dryer and that it was working fine. When maintenance came into the office to update management on this matter, we called you to confirm if that is the case because there is was still an open ticket. No one answered so we left you a voicemail message but haven't heard back. We will keep trying to get in contact with you before we cancel the ticket with the vendor. 

  Thank You,

  Gates Hudson Management

*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. ↩