Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My Lease expired on 6/30/24, I was moved out and had the place cleaned out approximately 2-3 weeks prior to that and let them know that. After hearing nothing from them about my deposit for the legally allotted 45 days I started toi call them. After several attempts I was finally able to get ahold of someone who could only tell me they were aware of the timeline that it was overdue and all they could tell me is nothing was notated in my file and refused to let me speak to a manager. I kept trying to get something from them and finally on August 27th after calling on a recorded line where i was told the same thing as I was the past several times i Informed them I was gonna speak to a lawyer about the failure to comply with the law and informed them i recorded the conversation where they admitted they knew they were breaking the law and that they couldn't tell me anything about when it would be resolved. A couple hours after that I finally received my disposition letter outlining the few minor deductions via email dated 8/27/24 (Day 58 since lease ended.) I expected the check would be in the mail that week so I waited 2 weeks until 9/10/24 and called them again because I haven't received anything. This is now day 72 of the allotted 45 days to get me my deposit back and I was told its waiting on the owner to sign off on the check and they would "attempt" to get it taken care of on Friday. This was again the office secretary and was again refused to be allowed to talk to any form of management. This is not only grossly negligent of this company to not meet the prescribed timelines for retuning my money but is also illegal.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was in the process of cleaning cabinets. When I came across the cabinet under the sink, I noticed black mold and water. I put in a maintenance request on March 19th. To this day, April 2, I have not heard one word from the property management company, Marawha. I have called twice concerning the black mold and water, but I havent heard a word back. Ive put a pot under the sink to help with the leaking water. I am highly allergic to black mold and have concerns that it is getting worse due to water continuing to drip in the cabinet. I pay over $1800 a month to rent this townhome and I refuse to live under these conditions!

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Issues with air then weeks to resolve. No functioning heat tickets either ignored, closed with no resolution and no not complete. Several ti lets I submitted as a disabled in time paying tenant were ignored. No heaters ever delivered as promised. Arthritis in both knees now. Heat got down some days inside as cold as 58. Halls warmer than unit.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seeking a one bdrm apartment with a short lease as a travel nurse. I was shown Union Loft self guided tour. It was a mess and I was due to move in same day! Leasing consultant apologized saying he had ************** he oversees. Also that he does not get paid unless a move-in occurs! I then offered to look at another unit at ********* and when time to sign the lease he entered the wrong move in/out dates so I asked that he correct. I'd already paid the $500 deposit PLUS $199 admin fee. He STILL entered the info incorrectly. I asked several times via text if all fees were listed and what monthly expense would be.He assured me all was accurate. I signed the lease and contacted *************** w/Start date a couple days away. When I was set up in their portal, it said I needed to pay $1845.50 instead of the $1345 that was on lease. He'd added pet fees ($35 x2)AND a non refundable pet deposit ($400) that he NEVER disclosed to me that was also NOT disclosed on prior leases. He says he forgot and his supervisor reminded him, however, this was after three corrected leases. It was apparent to me that the leasing consultant maliciously fail to disclose the added fees until AFTER i signed the final lease. They have a statement written in the lease that says, if you change your mind AFTER the lease is signed you do not get a refund of your $699 monies that were already paid!!! Although I was told I would get a refund when I told him there were too many red flags, unit not ready per lease date and fees not disclosed. I wasn't aware of added fees until after signing the lease, the portal asked for my first payment. I didn't feel he was being honest. On 12.4.23, later told me sorry my supervisor says you will not get a refund. Then got sassy with me in the text and dismisses me after I requested to speak w/a supervisor. The lease was signed under false pretenses. The leasing consultant knowingly misinformed me. I would like a refund of the $699 deposit.

  Business response

  12/20/2023

  Good Afternoon. tenant has bene advised several times over the phone. BBB is not the platform to resolve such issues. Tenant is not liking our answer and expecting a different answer every time for the same question. Tenant is welcome to visit us at the office and have a sit-down meeting with us. Thanks

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The reply stated ***** told several times of something over the phone and we have never had a direct phone conversation. The response looks to have gone to the same person I have the issue with. I was dismissed by that person via text messaging when I asked to speak with a manager or their leadership. Going to that office to speak with the same person would be pointless. I'd like contact with the owner. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am a tenant in my second year of lease and have experienced the frequent transitioning of property managers and staff in the office. Recently I received unethical messages from a property manager by the name of ******* as it relates to rent. When I contacted the company to speak with staff I am familiar with ******* answered the phone, quick talked me, and denied me of my right to speak to any other staff or property managers because he was a property manager and hung up the phone. As a tenant I have the right to proper and respectful communication that I am being denied to receive. I should not have to go through unprofessional property managers to speak to a company I am paying rent to!

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in 06/01/2023. It been a living h*** experience. I put in worked order June 7th 2023 for clogged toilet. Which They came out pump three times and left. Then the towel rack fell off the wall. Which I put in another order. Which the manager in the office got really nasty and rude with me saying that they not going to fix it. My toilet clogged up for two weekends in a row my family had to go used the neighbors toilet. Toilet over flow to the point it started leaking water in the down stairs ceiling on my furniture. I took pictures and they told me they not going to fix nothing. They even blocked my number to get to the main office. I can't believe I am getting treated like this from this company. I am at lost of words and heart broken. How come they getting away with treating people this way. Now my kitchen sink is not going down now. I can't used the sink where I pay **** a month to get treated like this. There is a pipe clogged under the house and they refusing to fix it. They refusing to even talk to me about this matter. They adding money on my account for stuff that still not working.

  Business response

  11/25/2023

  Hello. We have responded to all concerns and issues that Ms. ******** has. We have addressed them in professional manner. Unfortunately Ms. ******** is unsatisfied from our responses. We welcome her to come visit us or call us again. We have no provisions in our phone service to block anyone's calls. Every response from us has been in adhere to equal housing and landlord tenant act of ********. We don't believe  BBB is a place to resolve such issues. Thanks

  Customer response

  11/25/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I Am Writing Because ***************************** Who Ive Had Run Ins With Before Has Drawn The. Line I Had Covid And Was Out Of Work For A Week I Get An Email Stating Pest Control Was Coming Out On The Week Of The 4th Of October I Told Him Through Email I Also Called To Let Them Know I Had Covid No One Could Enter I Said Will I Be Charged A $100 If They Couldnt Enter Because The Email Says We Would Be Charged A $100 If It Wasnt Completed I Was Told No I Go On Marwaha Website Where I Pay My Rent And Im Charged $***** For Not Allowing Pest Control In Which Happens To Be A Flat Out Lie Because He Never Even Came To The Door I Was Home As Well As My Son But Was Told I Had To Pay This ***** Regardless Ive Been In Highland Pointe For 2 Years Never Been Late On The Rent ***************************** Is Very Nasty And Inconsiderate He Acts As If Hes In Charge Regardless Of A Right Or Wrong Situation He Feels Hes Always Right Because He Works ************* Im Not Sure But I Know This Isnt Right And Something Needs To Be Done I Tried Looking For The Owner But To No Avail I Pray You Can Help Me Thank You In Advance

  Business response

  10/12/2023

  Good morning. It's a property management issue and has been handled as per landlord tenant laws. Tenant has been communicated about this issue. Thanks

  Customer response

  10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I am currently receiving correspondents from a collection agency, *******************************, requesting payment for total charges in the amount due of $*******. These charges stem from move out charges while I leased an apartment from Marwaha LLC. Marwaha claims that I broke my lease and subsequently charged me for October 2022 rent and November 2022 rent, despite me having an email from an Assistant Manager of the property, *************************, assuring me that my lease would be updated to end in September 2022. I had a previous conversation with **************** requesting permission to terminate my lease two months early due to the unexpected death of my husband. **************** and I spoke verbally and he agreed to allow me to terminate my lease early. I followed up in an email to ensure that this would be done. I then emailed **************** after viewing my account and seeing that it had not been updated. **************** assured me that the lease would be updated to reflect the end of the lease in September 2022. After moving out, I learned that **************** no longer worked for the company and that Marwaha LLC would not honor the early lease termination despite the email proof that I had stating that I was all set for the lease to terminate the end of September. A year later, I received notice from a collection agency with a balance due. Marwaha correctly credited the security deposit and applied it to the balance due of ****. 00 ,leaving a balance of *******. This balance is a result of October's and November's rent, as well as a cleaning charge and entertainment removal charge. I am requesting that Marwaha LLC honor the original early move out request that was approved via email by their staff, *************************, and issue me a refund of ****** as I believe I am only responsible for the cleaning fee and the removal of the entertainment stand. I trusted what was told to me by the Assistant Manager at the time and moved out in good faith that my lease was updated. I look forward to a resolution.

  Business response

  09/19/2023

  Good Morning- **************** have been given detailed explanation on her request. We have to follow fair housing laws. Such issues can't be handled on BBB. Again, our office has been in full communication with ****************. She is welcome to come visit us again or give us a call and one of our staff members will be able to help. Thanks, *******

  Customer response

  09/19/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My complaint has nothing to do with Fair Housing. I do not owe any rent for October and November 2022 as I had verbal and written communication from the Property Manager at the time that my lease would be updated to reflect an end date of September 2022 as evidenced by the email proof that I submitted. I only owe for the entertainment center removal and the cleaning fee. That is fair and the only solution to this. Again, this has nothing to do with Fair Housing.

  I have not been in contact with Marwaha LLC as they have sent my account to a credit agency. 
  
  Regards,
  
  ********* Gentle ******
  
  
  
  

  
  

  Business response

  09/20/2023

  There is nothing more we can offer at this time. We have explained our side multiple times. Personal circumstances are not a probable cause to not pay lease break fee. The polices are same for every tenant. Thanks

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My personal issue had nothing to do with the email proof that I have from your Property Manager assuring me that my lease would be updated to reflect an end date of September 2022.. I'm very disappointed that you would not honor what a representative of your company put in writing. This confirms what the other 7 complaints and bad reviews say, you are an unethical landlord who preys on tenants... I will continue to pursue a fair solution by other options available to me. 
  
  Regards,
  
  ********* Gentle ******
  
  
  
  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My partner and I moved into **************************** in February. We were told there would be a washer/dryer and there were neither. Upon entering we noticed an immediate ***** infestation problem. It took the company two weeks to respond to it and pest control came but it did not help the problem. Because of the conditions of the apartment and the gun shots we kept hearing and overall unsafe living situation we chose to terminate our lease early. We paid the lease termination fees and our new lease end date in regards to early termination was May 9th. It states that the move-out inspection and any monies owed to us should be received on or before 45 days after the move-out date. It has now been at least two months since then and we have not received our move-out inspection or security deposit. We lived in the unit for about two months, never unpacked and never used the kitchen because of the ***** problem. I know we are owed monies and I have been told on numerous occasions that we be getting our deposit mailed to us. I have spoken back and forth with *************************** and *****************************(owner/manager) about receiving my deposit and have been told it has been mailed but I have not received it. I went to the Marwaha office today and ***************************** was there speaking to me through a ring doorbell, he would not even let me in the building. He told me he did his part and that now our move-out inspection/deposit was being handled by someone else but he could not give me any names or contact info. He was rude and did not seem like he wanted to talk to me. I am done waiting and being given the runaround. I have paid all of my fees with this company and my partner and I moved out according to all documentation. We are now late in getting our owed monies.

  Business response

  07/19/2023

  Hello- we have spoken to Ms. ********* about this issue. I have to assume that she didn't like our response that is why the complaint was filed. Is she calls us back or come see us again, we will go over her deposit again. But we are prohibited by our attorneys' to discuss detail on public platform. Details can be discussed between attorneys or between landlord and tenants. But we can assure you that we are in right and have handled this issue, even though the outcome is not liked by Ms. ********** Sorry. 

   

  Thanks

  Charlie 

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My deposit is supposed to be mailed to me within 45 days of my move-out date. My move-out date was May 9th. My move-out checklist and deposit is now over a month late. I need my deposit that is owed to me. I am tired of being lied to by this company and every time I try to talk to someone I do not get a response. When I did go down to the corporate office about a week ago I wasnt even able to go inside. *****************************(manager) spoke to me through a ring doorbell. It is incredibly unprofessional as I have paid all of my dues to this company, moved out as intended, and am now due back my deposit. 
  
  Regards,
  
  **********************
  
  
  
  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I rented from Marwaha from July of 2020 to the end of November 2022. During the walkout inspection, we were told we would not be charged for anything and would receive our full security deposit back. Today, I received an email stating we OWE $3,000 for painting and carpet replacement. Someone else moved into the property within a week of our lease ending. I do not believe the work we are being charged for was performed. No proof of work has been offered.

  Business response

  01/12/2023

  ****************- we have no record of anyone stating that you won't be charged. Maintenance techs who do walk throughs are not in position to tell a tenant whether they will be charged or not. All the charges are genuine and verified. We have pictures of house before you move in to compare to the way the house was found at move out. You are welcome to call the office and clarify any questions you have. We have a crew of people to turn the house to get it ready for next tenant to minimize our vacancy. Thanks

  Customer response

  01/12/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have visited the residence after receiving the charges, and have found that work was not completed, specifically to the carpets. They were not replaced, only steam cleaned. I do have photos of this as well. The charges are not valid. 
  
  Regards,
  
  ***************************
  
  
  
  
  

*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. ↩