ComplaintsforFranklin Group

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We moved out of The Devon at South Riding apartments in Chantilly on June 28th, 2024 (keys returned, move-out paperwork completed and returned on June 27th) and were told by the managing office the same day that our move-out would be processed the following Monday and we’d be “kept posted” as things progressed. As I understand it, the office had 45 days from the time we materially moved out to complete / send us our deposit disposition and return our security deposit to us. It’s been radio silence since 6/28, so we reached out to the office yesterday evening as the 45 days had effectively expired by that point. This morning, we were met with a response that they were now claiming deductions from our deposit, disputing our move-out date, including utilities which we did not use for 16 days in the deductions from the deposit, and what the remainder was. We still have zero indication of when the deposit return is being issued or if the check has been mailed, and this still does not comply with the 45-day period in which we should’ve at least received the deposit disposition… all of this despite the office’s acknowledgement and approval of the date we turned the apartment back over to their possession, which was June 28th. This is the cherry on top of a slew of ridiculous issues we had to deal with throughout our year of residence - most if not all of which were unreasonably difficult to get resolved by the office in a timely manner. Frankly, we find this trend of noncompliance and lack of care inexcusable, and we just want to get our deposit back so we can be done with this matter and overall unpleasant experience once and for all.

  Business response

  08/21/2024

  We are checking on this and will respond within 24 hours.

  Business response

  08/21/2024

  The full deposit amount of ******* was mailed to the forwarding address provided on 8/14/2024. Please let us know if it isn't received soon. 

  Customer response

  08/21/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  I received the check on August 17th. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have 4 little people, everything is breaking down I can’t get anything fixed neither will they move me to a new unit. My unit has been roach infested 2 years and I have spent my money to try to get rid of them the terminex isn’t consistent.I am a current resident been here 3 years my water has been cold for a month that’s INHUMANE and the excuse is the part was ordered 2 weeks ago and he hasn’t been back to fix it. I keep having to get hotels and stay at families house all while still paying rent now my lights have went out and have been off since 6pm because I plugged something in and my sons room light hasn’t been working for a whole year and I can’t get anyone to come over and fix them tonight. I have been very nice and respectful for what ¿ to be ignored. My apartment is also under abatement because they failed to fix simple stuff for my INSPECTION. I am over them either they can move me to a 4 bedroom or a better unit because my whole 3 years I’ve been complaining about something in this HANDICAP unit and I am not handicapped

  Business response

  07/12/2024

  Thank you for bringing this to our attention. I have spoken to the community and they have let me know maintenance is working on your unit today. I will follow back up on this to make sure everything is taken care of.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had poor service done to my tub in my apartment home that has been of a concern. I have not had any satisfaction from my apartment complex with fixing my tub. The material in my tub is falling apart. This has been the second attempt with allowing my apartment complex to go through a 3rd party to repair my tub. I have requested to have my tub replaced and they gave me the option to have it repaired. The first attempt, the job was not completed so I allowed for them to come back and fix my tub and now the material in my tub is falling to pieces. It has been a horrible experience, and I would like to have some satisfaction in getting my tub fixed and having this issue resolved. I have been trying to reach The Franklin Johnston corporate office and they are not picking up their phones.

  Business response

  09/10/2024

  I have reached out to the community and will have them contact you directly to inspect the tub.

  Customer response

  09/11/2024

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were able to send out another tub company that completed the job with satisfaction. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My air conditioning unit has been broken and we have been suffering prior to June 21, 2024. I was told by the manager and maintenance supervisor that their protocol is to place a blower in the window, consult with outside contractor, request approval from corporate for repair and/or parts, etc. etc.. It’s been over 83 degrees in my unit all this time. I live on the first floor in the back and have shown management how other tenants congregate around my window and patio area (pictured individuals and walking their dogs and leaving excrements). I informed them of my safety concerns and didn’t want my back window unlocked and vulnerable to potential predators. I informed them that I purchased another oscillating device in addition to the one I had already. This confined us to the bedroom and bathroom. We have been eating out as it is TOO HOT in the kitchen. I have relayed my disgust at the handling of this situation not just because I’m a individual of a particular age group and my daughter is not well, but it’s inhumane to have us suffocating this way. In addition, I work outside and have taken days off from work so not to risk a heat stroke. They have not offered any assistance (other than this loud blower which is a safety concern and an increased expense on my electric bill) or concessions to ease this problem. MY DAUGHTER AND I RIDE AROUND IN THE CAR FOR HOURS UNTIL IT COOLS DOWN!!! Why should we have to suffer like this?

  Business response

  07/15/2024

  Thank you for bringing your concern to our attention. I understand the unit was replaced on Thursday 7/11.  Do you have the receipts for the two fans that you purchased?

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a previous resident of a residential property (********* Townhomes) that the Franklin Johnston Group manages. I moved out April 11, 2024. I have reached out to the property management team multiple times about the return of my **** security deposit being released. The property manager ********* is great and has been communicating with me effectively throughout the process. The Franklin Johnston group on the other hand, is not. I have tried calling TFJG only to keep getting ********* voicemail with no returned response about my concerns. My apartment was the cleanest unit in the whole neighborhood as well as I have never had any past due balances. I held up my end as a great tenant to this property only to feel like I am being scammed out of my security deposit. I am unsure if the property management company is aware of NC state laws but, by law in NC I am suppose to get my security deposit within 30 days of moving out unless the company sends a certified letter stating why I will not receive the funds within those 30 days. I have not received any notices or letters! So as stated previously, my check is due to me within 30 days. I have tried being professional and understanding but, if I have to pursue legal action with the state of Virginia I will definitely drive to Beach and do so.

  Business response

  07/01/2024

  We are currently looking into this and should have an answer before the end of the day.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Infested with roaches and ants , mold mildew and i spent over **** on my own trying to get rid of them and not working. Apartment was not ready nor renovated prior to moving in i tried contacting the leasing office, property manager on multiple occasions no response beside move out . Paint chipped and not done properly done .i tried contacting corporate via email and left multiple messages these properties horrible and the landlord bad too.

  Business response

  06/11/2024

  We are looking into your concerns and the best way possible to address them. We will respond with a solution within 24 hours.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Due to a recent surgery, I now require grip bars to be installed in my bathroom. The management company is giving me the run around. I cannot use the toilet or take a bath. In addition, my air conditioning unit has stopped working. I have been waiting over 3 weeks for it to be replaced. They put in a portable unit which is allowing my apartment to be flooded by flys. I cannot even sleep at night because of the infestation.

  Business response

  06/10/2024

  I am looking into your concerns and will respond with 24 hours.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid a holding fee for the apartment elevate 17 back in December. I have called the leasing office several times I keep getting the runaround. I’ve called the corporate office twice got no answer and no callback. I physically went to the leasing office. They lied and said that they mailed the check to the address they had on file on May 1 here is May 13 and I still have not received a check On for several months now, and I would like this issue resolved as quickly as.

  Business response

  05/13/2024

  I have ***** tracking information that this check is due to be delivered today. 

  Customer response

  05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I need the tracking number. 
  Sincerely,
  
  ****** *****

  Business response

  05/14/2024

  The Community has your tracking number. I will also send it to you in an email.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  From the day i moved in on December 19 2023- now i have had issues while living at the properties of *** **** apartments. One being upon my arrival to this unit, it was not the one i had previously toured and assumed i'd be moving into. The unit bath was also filled with smoke, which continued from that day on to pour into that bathroom. no matter what was done to try to prevent or stop it. Within my lease, it stated that there was no drug use or smoking on the property or in the units allowed. But yet they allowed the continuation of someone to do so within their unit (siting people can do what they want in there apartment and that this has been a ongoing issue), which hindered the full capacity usage of the unit. As well as interfered with mine and my children's breathing, as I am asthmatic and so is my son. The next issue was the allowing and continuation of the tenant below me to blast music and use amplifier surround sound system in their apartment (they knew of this as they stated to me that the person even told them they had a new surround sound amplifier system) I've complained about it daily, i called the police, security, and management, provided daily proof through recordings, DB reading recordings, and witnesses, and no penalties were given from *** **** apartments that would cause the tenant to actually stop their actions. I submitted to *** **** a notice of breach of lease and violation on part of the lack of repairs and the nose issue that broke the covenant of quiet enjoyment law as well as noise ordinance laws on march 20th, 2024. I was given legal notice that i could now take this matter to court as they have not done anything accept notify the program I've complained. In recent events, on April 30th, 2024 i was stalked and approached by my neighbors, whom i've complained to the office about which resulted in me being threatened and notified that the office has given them my personal information. Nothing has been done to those tenants or leasing

  Business response

  05/20/2024

  The rental office staff has investigated your concerns. They have given you alternative solutions. If you would like to discuss this further, please reach out to your community manager.

  Customer response

  05/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Nothing has been done. Not from TFJG, rental office, or management. I have not been contacted about any of the issues I have been facing and continue to face.

  Sincerely,
  
  ****** ********

  Business response

  06/28/2024

  Thank you for bringing your concerns to our attention regarding the noise disturbance issues. We understand how disruptive this situation must be for you.
  We have reviewed the police reports and Security reports, which indicate that no noise or bass was detected during the reported incidents. As such, we must rely on these objective findings in our assessment of the situation.
  While we empathize with your frustration, it's important to consider that enforcing action against neighbors requires clear evidence of wrongdoing. At this time, the reports available do not support further action against them.
  We are committed to fostering a peaceful living environment for all our residents and will continue to monitor the situation closely. Should there be any further developments or if you have additional concerns, please don't hesitate to reach out.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March, I applied for a unit at 301 Flats. Initially, ***** assured me it would be ready by the end of May, while later ****** indicated it would be June. However, today I received an email stating the unit won't be ready until mid-July, with the possibility of further delays. As a result, I find myself homeless, urgently needing accommodation for both myself and my child. Additionally, securing housing is essential for maintaining my employment with my current employer. Given the misinformation regarding the completion date, lack of a clear move-in schedule, absence of a floor plan, and inadequate communication, I request to cancel my application and receive a refund of the $*** fee. ****** previously mentioned a refund was possible if I secured alternative housing sooner than anticipated, but now she claims it's not feasible since my application was approved after her and *****'s earlier assurances. I implore your organization to do the right thing and facilitate a refund to prevent any potential legal ramifications.

  Customer response

  04/29/2024

  The property failed to provide documents, records or receipts regarding my application and with the policies. 

  Business response

  04/29/2024

  Unfortunately, since this community is under new construction, the time frame is out of our control and does fluctuate. with all new builds. However we are certainly willing to reimburse your $*** fee.   

*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. ↩