ComplaintsforThe Lofts at Shiplock Watch

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to reach Loft and upper Lofts at Canal Walk for a while regarding my refund. Anytime I call the office, literally no one answers and they have multiple numbers. Only a simple email from someone that is literally in office that doesnt resolve my issue. I dont understand how you can email me but no answer or return any of my phone calls. It is about to be **** and my refund was said to be processed in April. I dont know what else to do, the customer service is terrible. I just want my refund, thats it. This is a horrible and unprofessional establishment!

  Business response

  05/18/2023

  The refund was processed and check number **** was mailed to the applicant's address. Please see the attached ledger.

  Customer response

  05/18/2023

  [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,
  
  Massah Aruna
  
  
  
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I found bed bugs in my apartment. I reported the problem in the same moment I became aware. After reporting, it took them 3 days to come inspect my apartment and confirm the presence of bed bugs. After the inspection was over I went over to talk to the property manager where she informed me that it would be my responsibility to pay for treatment. She said that it was my fault bed bugs had entered my apartment and my fault alone. That is absolutely absurd, it is impossible to determine how bed bugs entered my apartment. There are people constantly coming and exiting the apartment building. Maintenance has also entered my specific unit on multiple occasions, they could have easily brought in the bed bugs. I am just so disappointed that they are taking absolutely no responsibility in the matter. In my lease it says that I need to maintain my apartment as clean as conditions allow which is exactly what I have done. I have my apartment professionally cleaned twice a month plus all the cleaning I do in between. This is a health issue.

  Business response

  02/07/2023

  Good Afternoon,
  
  Work order was placed on 1/30 at 7:28 pm stating There are bed bugs, I just found ones.
  On 1/31 at 5:32 am I sent ****** with American Pest and email to schedule the inspection. It was scheduled for Thursday, 2/2 (the earliest available.)
  On 1/31, ******** reached out to ******** and informed her of the inspection date.
  On 2/2, ***** and I inspected the unit at approximately 9:00 am.
  On 2/2, I spoke with the resident regarding the results and treatment. She was fine, until I informed her that she would be responsible for the treatment cost. Please see the attachment called memo for additional information. 
  On 2/2, I called ***** and he informed me with the amount of evidence present, this has been ongoing for at least a couple months.
  The treatment is scheduled for Wednesday, 2/8 and the follow up on 2/22.
  All adjacent apartments are being inspected Wednesday, 2/8 (the earliest available date with the required notice.)

  We have responded with swift action. It is apparent that the unit has had bed bugs for a very long time and the tenant did not notify us.

  Customer response

  02/07/2023

  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 reported the problem as soon as I became aware of it. Even if the bed bugs had been here for month I was not aware, I cant report something that I am not aware of. This response does not resolve my problem at all. I should not be held responsible for the cost to cure bed bugs in my apartment. 

  I have always been responsible when it comes to paying my rent and taking care of the apartment. I have lived here for the last 18 months, I am just beyond disappointed this is happening. It also says they took swift action, it has been over a week and no one has come to help get rid of any bugs. No one deserves to live like this, I literally cannot sleep at night. As a land lord the companies responsibly is to at a minimum give me a place that is habitable, my apartment is not and it has been an absolute nightmare. 

  No one deserves to live to like this. Im not even asking them for much, just a compromise. All I am asking from them is that they take on the responsibility that is clearly theres to take on. 

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

  
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for apartments at the Lofts at Canal Walk with Main Street Realty. I submitted 2 applications in August and September of 2022. Main Street Realty denied both applications without reason and initially gave me the run around about receiving refunds for ***********. I paid 2 $50 application fees and 2 $200 deposits. The applications fee were non-refundable. The deposits are refundable upon denial of the application. After being told that it would take 21 days for the office to process my refund and an additional 2-3 weeks for me to receive it, I politely asked for clarity on this policy. I was not given a direct answer and was told on several occasions the office manager was not in/ not available/ could not be reached. I was also told the accounting department did not have a phone number and I could not speak with them. I filed a claim with my bank and received a credit. A little after I received a $200 check from MSR. I did not cash it at the time since I had an open dispute with the bank and has already received a credit. I tried to contact the office again to resolve and never got through. Im November my bank closed the claim for both deposits and advised MSR responded with documentation that my payments were for application fees only and non-refundable. I reached out again and received a response by email from a woman name ******* claiming to be in accounting. She advised my second refund was not issued because of the bank claim and she would follow up about the second payment by Wednesday of that week. This was 11/21/2022. I have called and emailed and still have not received my refund.I can make several assumptions about why Im being treated this way, but I just want my money back. I would appreciate any assistance.

  Business response

  01/18/2023

  January 18th, 2023
  

  Dear *****************,

  
  We are sorry to hear that you have not been satisfied with our responses.  In an effort to ensure we have provided the level of customer service that we strive for, we have researched all emails and phone calls related to this situation.  You did apply twice, and your application was denied both times.  For further information regarding the denial of your applications, we referred you to contact TransUnion. A check was mailed for your first application deposit.  Since you were moving, leaving your address in Georgia, we asked for an updated address to send the second check.  Before this information was received, a dispute was made to your bank for the first application fee, for the application deposit we had already refunded to you.  Therefore,a check had been refunded to you for funds that the bank was holding.  The payment for the second application deposit was also being held by the bank, due to the dispute you made.  Per the communication you received Monday,January 16th, there was a status update with the bank and the funds were released to us.  Also, per the communication Monday, your address was confirmed, and a check was being mailed out to you yesterday, January 17th, 2023. 
  

  Both refunds have been processed and sent to you.  Please let us know if you have any further questions or if you need anything else. 
  
  Thanks,
  *************************
  Regional Manager
  Main Street Realty  

  Customer response

  01/18/2023

  
  
  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 would like to note this resolution was only reached after I made another attempt to contact the business on the same day that I filed this compliant. My contact information has remained the same since it was last confirmed with the office. 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

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leasing office doesnt respond to emails.Leasing office enters my apartment without notice.Leasing office change price off rent when we have it on written document of what we were told to pay.Elevator is out and we are moving and it wont be fixed until a few weeks past our move out date.

  Business response

  09/15/2022

  *************************** turned in a notice to vacate for his apartment.  After submitting the vacating paperwork in our property management software and ensuring it was reflecting properly, the Assistant Property Manager sent an email to the residents listing the amounts due for each month/partial month of the lease.  After the resident paid the rent, the resident went to the office and spoke to ***************************, Property Manager, because the amount on their ledger (in his resident portal) did not match the email he received.  *************** let the resident know the amount listed on his ledger is correct and the unpaid August rent could be paid with his September rent. Of course, there would be no additional fees.  The resident reached out to *************************,Regional Manager, regarding the situation, and she stated the amount on your ledger, accessed by your resident portal, has always been consistently correct and available to you.  The balance is due. 
  After giving notice, the apartment was listed on the propertys availability and a prospective tenant scheduled an appointment with the office to tour.  An email was sent notifying the residents.  When the leasing consultant arrived, one of the residents yelled, cursed, and threatened to be **** anytime his apartment was shown.  The leasing consultant was visibly shaken when she returned to the office.  The resident came to the office upset and it was discovered that the notification was sent to the roommates email address, thus proper notice was given. However, due to the aggressiveness of the situation, it was decided that we would no longer schedule tours for the apartment until the residents vacated. 
  
  The elevator for the building is currently inoperable and we are awaiting additional information from Kone, our elevator contractor.  
  
  We do our best to respond to emails in a timely manner;quite a few emails have been exchanged between parties. 

  Customer response

  09/15/2022

  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,
  
  ***************************
  
  It was written by *********************, thats written document, if we were late on rent we would have gotten dinged for being late.

   

  As she stated she sent notice to 1 occupant not both, both of our names are on the lease and I would like to be treated as such I received emails for when the food truck is coming or when the filters to be changed,what happened here?

   

  when the woman from the office came into my house the first thing I said what are you doing in my apartment, she stated oh I didnt know this was your apartment as we were just in the office letting her know we dont approved of yall showing our apartment as there is sensitive data in here which she said send an email to have the complaint in written which we never received a response on.

   

  I politely said please vacate my premises she said ok. Later on my roommate and I went to the office to speak with someone as I felt violated and instead of ******* trying to hear my side she got defensive like I violated her, I received not 1 apology for them not responding to emails or them being in the wrong for not sending both of us emails about entering the apartment. My roommate stated what if he was naked when you walked in and if you do this again I might be naked you never know but you didnt give both of us a heads up.

   

  
  

  Business response

  09/23/2022

  Good afternoon *********,
  Were sorry to hear you were not satisfied with the response previously given.  We hope this response will answer any specific questions you may have. 
  
  You are correct, typically, if rent is late, a late fee is charged.  However, you were not charged a late fee due to the remaining $64. 
  
  The email regarding the breakdown of rent due was a courtesy email that is sent out to anyone that must go month-to-month due to a late notice to vacate. The correct amount was charged on your ledger, accessible using your resident portal.
  
  Food truck and filter changes are sent out as a mass email using a different software than what is used for the Notice to Show emails.An email notifying you of the tour was sent to an email address we have on file for your apartment.
  
  When you opened the door, the leasing consultant recognized you and remembered that the unit was not being shown since your request, to exclude the apartment, was still being resolved. It was reported that you yelled at the leasing consultant while she was still in the hallway with prospects. The same day you, along with the co-leaseholder, went to the office and spoke with ***************************, Property Manager.  Again, it was reported that you were loud and spoke over the property manager, not allowing **************** to respond.  You threatened that it would be a problem if anyone showed up for another tour (including you being naked). In an effort to accommodate the request to exclude the apartment from future tours with prospective residents,**************** asked if it would be possible for you to send a video of the apartment. While a video was not received, the apartment was not scheduled for any future tours. 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I leased Apartment 310, at 12 S. 19th Street from Main Street Realty, and moved out in February of 2021. Rent Charges: ******** Main St Realty (MSR) requires a ** day notice to vacate. Unfortunately, the lease reminder email was caught in spam because it came from ************* not a MSR email and they did not post a letter on my door like in previous years. On Wednesday, 12/16/20 I found the email, while searching for lease info. I emailed them to express intent to move, and ask about the form. I was told to fill it out at my earliest convenience. I replied, asking about the ** days and explained the situation. On Friday 12/18 at 3:20 they responded saying they’ll it into consideration, and to get the form over when possible. However, they closed at 12pm that day and are closed on weekends. On Monday, 12/21 they replied shortly before close saying I could come fill out the form, so on 12/22 I finally did so, and was told the situation will be considered as the lease says rent commitment can be waived on a discretionary basis. In April 2021, I received a letter saying I’m responsible for rent through March 28th, because 12/22 was when I submitted my form. First, that is 96 days from the 12/22, not ** days. Had I been told I needed to fill out the form ASAP and there was no leeway, I could have hurried down on 12/16 to fill out the form. I’m willing to pay for rent from 12/1 – 12/16. Painting: 150 I painted a wall grey when I moved in. Planning to paint it back, I called to ask about paint colors, and was told they repaint the rooms anyway, don’t worry about it. I explained it was a very dark grey and I could prime it at least, and was told no. Additionally, we repaired all holes in walls. Carpet Cleaning: ** Finally, they sent a picture of a stain on the carpet, which was not there when I moved. I asked for more information and they just gave me the run around. They sent the case to the Credit Adjustment Board to collect $*******, which doesn’t even add up.

  Business response

  03/21/2022

  Proper Notice:
  
  MSR decided earlier that year (or a little before) that we wanted to go as paperless as possible. This is why his renewal letter was emailed to him and not left on his door; however, we are not responsible to remind residents to provide the proper notice.
  
  On 9/18/2020 he reached out to Taylor regarding his lease end date. She informed him it ended on 03/01/2021. He did not inquire about notice at that time.
  
  He responded to the 10/29/2020 Yardi email on 12/16/2020 stating he missed the email and did not want to renew his lease. He then forwarded his notice to vacate response to Taylor, who forwarded it to Rome. He asked Rome if there would be any issues if he got the paperwork to him on Monday, and Rome asked him to get the NTV documents to us as soon as possible but we would take into consideration that the email was in his spam folder – this is not a yes or no. The lease does not say that rent commitments can be waived, so I hope someone would not say that on a “discretionary basis.”
  
  He is correct that we accidently charged him until 03/28/2021 instead of 03/22/2021. The prorated rent should have been $****** (the additional days should have been at the month-to-month fee of $*****.)
  
  We will agree to backdate the notice as a customer service gesture. This would make him rent responsible until 03/16/2021 and the prorated rent would be $****** – this does not include any month-to-month fees.
  
  
  Painting:
  
  I reviewed all the phone calls and he left a voicemail inquiring about the move-out process and painting. He asked if he needed to repaint or if he can just killz over the wall if we plan to repaint. There was no follow-up call in Knock but based on his email he spoke to Molly in person.
  
  We were charged $*** for the color of the wall, which we passed on to the resident. We did not charge for any chipping or his repair jobs. While I am not sure of the conversation or possible miscommunication, his move-out schedule (re-signed on 12/22/2020) reviewed the painting fees.  Attached is the invoice.
  
  We are standing firm on the painting charges.
  
  
  Carpet:
  
  His move-in inspection did not reflect any carpet stains.  There was both a stain on the carpet and fringe at the entry way. Elite charged us $**, but we only charged him $**. Attached is the invoice.
  
  We are standing firm on the carpet charges.

   

  We will update the collection company with the new charges.

  Customer response

  03/27/2022

  
  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 enough. I do, however, not know how to get in touch with the collections company off hand. 
  
  Regards,
  
  *** *****
  
  
  
  

• Initial Complaint

  09/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** Deposit Apt ****:I lived in Apt D*** & decided to vacate.On a hot day,agent showed me **** at highest floor,the AC noise was going.I asked if AC runs often.Agent agreed.I paid deposit **** for ****.Next I got the keys for **** 7/2/2021 to move in.I was hearing loud vibrating noise,the walls were vibrating.I switched the AC off, but the noise was loud.I called the manager & asked about that noise.She came over & said the noise due to mechanical equipment in the building and cannot be stopped.She asked me to wait till 7/4 to meet with maintenance.on 7/4 She said nothing can be done.I stated I work from home and cannot live with that disturbing noise/vibration day and night; **** is uninhabitable.She said she will speak with corporate to try to return my deposit.I left D*** 7/6/2021.I enquired many times.Finally got a portion of deposit of D2**,after expenses, but none for ****.I followed up.An agent emailed it was forfeited.I emailed manager on 9/4/2021 & Not heard

  Business response

  09/21/2021

  Thank you for the information. After reviewing the paperwork, we will be issuing a refund of the application deposit. You’ll get it in the mail in the next few weeks. 

  Customer response

  09/22/2021

  I request the check of my deposit of **** to be issued to me immediately no later than tomorrow 9/23/2021. I can be notified  by email to pick it up from their office at **** **** ******. This check is already overdue (due to me on 8/22/2021). Mainstreet Realty offer to issue in few weeks is too long and unacceptable.
  
  Regards,
  
  ****** ****  
  
  
  
  

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