ComplaintsforKettler Management Inc

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke with ***** at the ***************************** in Wilmington, NC. He assured me that the *** Bldg Apt and Pool would be ready for Late Oct./Nov. I paid a deposit of $264 and he promised a return if when I saw the property and could not cope with the construction or anything else my funds would be returned. I flew to NC and met with him and ******, the Manager. My Service Animal could simply not navigate thru construction nor could I at 73. The stated my refund would be in a month which is today and NO REFUND. I spoke to ***** and he stated it would be last Monday, the 28th of August and it was not in my mailbox. I left Kettler Corporate messages and I left ***** and ****** messages through ******* in the Office and the call center...NONE OF MY CALLS AND NO FUNDS HAVE BEEN RETURNED. WHAT DOES IT TAKE AND WHY DO STAFF NOT KEEP THEIR WORD...?

  Customer response

  09/18/2023

  ---------- Forwarded message ---------
  From: ********************************* <*************************>
  Date: Sat, Sep 16, 2023 at 8:14 PM
  Subject: Complaint ID ******************************* ATTN: *****
  To: <[email protected]>
  Cc: <*******************************************>
  

  
  The representatives at the Metropolitan namely ***** and ****** did contact me...
  
  ***** went the extra mile to be in touch concerning the cutting and the mailing of my refund of $264.
  
  The check did arrive and was deposited without incidence...
  
  Thank You for the letter and followup.
  
  Regards,
  *****************************
  
  Sent from my ******

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My girlfriend ******* and I moved out of Delamarre (a Kettler managed property) on April 7th, 2023. We were incorrectly charged a $175 late fee that was withheld from our security deposit. This should never have been charged to us, as we paid everything on time (and have signed documents stating so). We immediately asked several times via email why that late fee was applied, with no response. We eventually had to drive up to ********* to ask. They apologized and said it was a mistake (systems error) and a check would be mailed out soon. After waiting over a month, we still did not receive the $175 check. After several more emails that were not responded to, we had to go back again, to be told to wait yet another month. Finally, we wrote a ****** Review for ********* stating of our dilemma, and only then did we receive an email response, on July 3rd, assuring us it was going to be "resolved immediately" (this email is attached). It is August 3rd (we gave it still another month), almost a full 4 months since we moved out of the complex, and we have still not received our full refund from moving out on April 7th. I have attached screenshots of the email where ******* describes trying desperately to get in touch with *********, but to no avail. We are hoping BBB can help resolve this, and ask ********* to please return the money that is owed to us.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 20, 2023 On July 3, 2023 I reach out to *********************** to discuss my account. There were several late fees applied to my account due to an error ledger error that I asked to be fixed. Since Kettler is the 3rd property management company for ****************** in a matter of 2-3 years, the charges needed to be researched. When I reached out to ******, we spoke and she noticed an inconsistency as well. Not only did she mention she needed to check my lease and the DC lease laws since she was mostly familiar with VA laws, I expected her to mitigate the charges from previous ownership since it is now the burden of Kettler. Instead, she and the office staff ******* and ******, made a false statement that the charges were accurate without providing documentation. After living in this building for 5 years and Kettler firing and hiring at least 5-6 new employees in a matter of months, I have no relationship with the office staff. Since I am moved out, they never had a chance to speak with me either. I am no represented by a tenant attorney over this matter. As *** stated before to ****** I do not mind paying what I owe, but I will not overpay a company who has messy books and fraudulent policies. Lets not mention my lease has been expired for years. They never intended on treating me fairly, they just want to send my account to collections and get the next victim in to pay. I asked for higher management information as well. Maybe speaking to someone else will get the situation resolved.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a constant dog barking noise complaint. I made my apartment (*********@Celebration, FL) staff aware of the issue since April 2023 but no resolution. As requested I have video and audio of the dog barking to the staff through email. I tried to contact property manager for meeting but not available. I have called corporate kettler for assistance but no response. I was told by office staff last call that my neighbors do not have a dog but I have evidence through recordings. I was told that I will have move out of my apartment to another one which is not fair as I am not causing the problem.

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lack of care for the tenant.My problem started back on May 14th 2023 when I placed a maintenance request through the online portal that Amberleigh community uses, after 5 weeks and countless phone calls, online requests someone showed up to diagnose a broken dishwasher, on his notes it says that a part needs replacement, it has been 2 weeks sonce it happened and still I have a broken appliance. Last week on June 25th I noticed water leaking through my ceiling from the unit above, I walked in to the office and verbally requested a service, I left my place and put a bucket to catch the water, someone came over to empty the bucket out and no notes or further information was left, during this whole week nobody showed up and I still have a bucket on my hallway and yes water leak through the ceiling. I have contacted the property management but nobody answers. I want to get it fixed the next week, i want the drywall to be replaced and have a mold remediation company to come over and clean the mess.

  Customer response

  08/07/2023

  ---------- Forwarded message ---------
  From: *********************** <*********************>
  Date: Mon, Aug 7, 2023 at 6:28 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  Good morning,

  I haven't heard from Kettler or ********** community which is managed by Kettler, although the problem has been fixed. 

  Thanks for your cooperation. i really appreciate your time and effort in this matter.

  
  

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

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved to this property on June 2, 2023. I have not been in this apartment thirty days and have had severe water issues and also when I use certain appliances the fuse blows. I have been inconvenienced and have not been able to enjoy my place. I am afraid to stay here because of the fear of mold. Clearly there was a issue before I moved here. I am requesting to be moved to another unit and I have been told I will not be able to do so. This is very frustrating to me and I would like to be accommodated. Thank you!

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The property - ********** Apartments always has issue with the water not getting fixed. Leaving the property a mess.*************************************** Fairfax, VA  The leasing office is not helpful at all. Never anyone around to answer phones when need be.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Property manager and associates of Kettler's "**************************" apartments inability to uphold their end of our lease contract.I have granted permission (via signed lease) for digital or certified mail notifications from the office. We are required 60-days notice of non-renewal. I have not seen, heard, or read anything from this office; I left voicemails, requested callbacks, and scheduled a meeting. The only response I received was when I physically walked into the building, at which time I noted the receptionist at her desk and not at all busy with another leaseholder or phone call. We discussed a renewal for 12 months, at which time I left for her to create the contract. Five minutes after leaving, I received a call from her stating she did not realise she can not renew, and to disregard the document sent to my roommate and I. All conversations going forward between myself and a staff member were recorded by me, and I have email evidence of a clerical error they are attempting to overlook at my expense. It is now three-weeks before our supposed "move-out" date, but our lease agreement gives me more sway than they are trying to legally abide by.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a tenant at the ********** Loudoun. I have several issues (Excessive noise, garage issues, zero communication from staff, etc) with this community that are not being properly addressed by the Leasing Office. I have made numerous attempts (over 2+ weeks) to contact the Regional Property Manager via e-mail, direct phone and Kettler Corporation directly with zero response. His contact information is public, so I'm assuming he is contactable. I am seeking contact from the Regional Manager himself in order to address my issues.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have moved into this apartment complex in December 2022 and since then I have experienced numerous problems that the community manager gave no explanation for. First, I was overcharged three times during the month of December. When I realized, I notified the office and they claimed to correct the statement and resent another one. The new statement then added the overcharged fee to my rent price. When I realized I proceeded to notify the community manager again. After moving in, I noticed I was charged again for a security deposit. When I brought it to the attention of the leasing office they had no explanation as to how this happened again and removed the charge. A pipe burst on the 4th floor December 25th, 2022. I was out of state and notified the community manager of the damage to my ceilings. Maintenance came days later to repair without notification. I installed a camera since I wasnt being notified of when repairs would be done. I came home from work when a man painting the living room claimed all work was done. On January 11, 2023 I was notified through my camera that people were in my unit. Five individuals were taking pictures, cleaning, and took water and fruit from my kitchen through the refrigerator while I was not home. I was not notified anyone would be in my unit and when I approached the community manager, she said she forgot to let me know. I came home to my apartment unsecure (no locks) and all lights on and small items moved around without being placed in original position. I have camera footage of the cleaners and the moment they went through my refrigerator to take things. When I was what going through my refrigerator and bathroom had to do with the repairs in the living room, I was given no answer. This property seems to not take any situation seriously and prospective renters need to know of the overcharging and landlord breaking lease agreements in terms of entry and 48 hr written notification which I never receive.

*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. ↩