ComplaintsforFranklin Group

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Despite repeated reports of serious concerns regarding the state of my apartment, the Franklin Johnston Group failed to uphold their contractual obligation to maintain the premises in a habitable condition. The occurrence of rainwater infiltrating the interior of my apartment every time it rains signifies a fundamental failure in the property's structural integrity, indicating negligence on the part of the management in ensuring a safe and secure living environment. Moreover, the presence of exposed wood within the apartment poses not only aesthetic issues but also potential safety hazards, suggesting a lack of proper maintenance and upkeep by the landlord. The malfunctioning electricity on one side of the apartment, coupled with light fixtures filled with water and subsequently falling off twice, represents a clear failure on the part of the Franklin Johnston Group to ensure the functionality and safety of essential utilities within the property. These electrical issues not only pose immediate risks to my safety but also indicate a lack of diligence in property maintenance, exacerbating the breach of contract. Furthermore, the Franklin Johnston Group's failure to communicate effectively and provide timely updates regarding the status of repairs or maintenance exacerbates the breach of contract. By neglecting to inform me of their actions or schedule, they violated their obligation to maintain transparent and open communication with tenants, further compounding the inconvenience and frustration you experienced. The prolonged nature of these unresolved issues, exacerbated by maintenance tasks that were incomplete or ineffective, has resulted in extensive damage to the property and exacerbated your living conditions. Instead of taking accountability for their failures and prioritizing your concerns, the property management unjustly focused on trivial matters and neglected to offer appropriate compensation or refunds for the inconvenience caused.

  Business response

  04/05/2024

  I have received the emails between the community and yourself. Attached is the latest that the community manager sent you on April 3rd. As you can see she has worked out an agreeable solution.  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I turned in my keys to hampton point apartments Jan 31st , they said that the cooperate off had 45 days to print the check (security deposit/pet deposit) and mail them to the adress I left . Here it is now 60 days later and the leasing manager at my old apartments have not heard from cooperate regarding my deposits after multiple attempts of her trying to contact Franklin Johnston cooperate office

  Business response

  04/01/2024

  Your check is going out today *****. We will email a copy of tracking to you.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to the apartment complex 10/1/2019 at the original opening. I moved 9/30/2023 and left the apartment in immaculate condition. However, the landlord, ***** ******, refuses to return my security deposit. In addition to that, she also claims that a set of blinds were damaged beyond repair. According to the law, within 45 days of my moving she was required to itemize any damages and submit to me the remainder of my deposit which she has failed to do. Also, according to the law she was to prepare a document stating, within five days, that I had the right to be present at the final move-out inspection and she chose not to abide. Verbally I did request such, but she told me that it was not necessary and went on her way. Now, the biggest allegation is that I did not pay rent for the month of September. Please review the attachment "processed check..." Please also view the attachment "Modified Statement" that her office created in August but did not share with me until 12/20/2023 which certainly is a long time past the required 45 days as outlined in the least and stated in The Security Deposit Codes. There are several discrepancies located on the statement particularly my move out notice date submitted and the charges stated!! As a matter of fact, according to the date on the Modified Statement, it was created over a month before I vacated the premises. I was charged for "Utilities" for the end of September 2023 before i moved. how can that be? It seems like there is some fraud involved thus ultimately a cover-up!! To make a long story short, ***** ****** the landlord, did not conform to the letter of the law outlined in responsibilities of a landlord per Security Deposit Codes of Virginia and I want my deposit of ******* plus interest because she, in my opinion, willfully is withholding my monies according again to the law. i would like to say that my ex=husband, ******* *******, has been working tirelessly on my behalf with this matter. He has prepared all documentation including any and all letters forwarded to ***** ****** and The ******** ********* ****** ** ********. (Consumer Complaints) He was present during the move-out because he respectively packed a 26-foot U-Haul, drove it to my new destination and ultimately unloaded my belongings practically by himself.

  Business response

  04/01/2024

  I am checking into your complaint and will respond within the next 24 hours. Thank you for your patience.

  Business response

  04/08/2024

  are you able to make an appt to go over your ledger?

  Customer response

  04/17/2024

  Since the last conversation that I had with ******* concerning my matter still has not been resolved. The last response from the business was them asking if I was available to make an appointment to review their ledger which would not have resolved the issue at hand. Anyway, on numerous occasions, more than four, I called the apartment complex office number and no one answer the telephone. So, today I went to the civil division of the ******* ******* ******** ***** and filed a $******* claim against them. Because they are a member of the ***, I am hoping that their rating will change significantly as a result of the current negative and non-professional practice afforded towards me!!!!

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am just trying to get my security deposit back form Management. It has been over 6 months now and i am still waiting. I am married now but my old info was **** ******, **** *** ******** Newport News, VA 23608. I have copies of the ledger and I left this complex September 6,2023 at the end of my lease. I have also try contacting the office via phone call several time and email with no success and/or no response. Thank you in advance for your assistance.

  Business response

  03/21/2024

  We no longer manage this community, but I am looking into our records and will respond with my findings.

  Business response

  04/25/2024

  It appears that there was a discrepancy previous to the new management taking over. We are trying to resolve this with the the new management company to issue you the refund.

  Customer response

  04/26/2024

  
  Complaint: ********
  
  I will be awaiting to hear from you to pick up my check from wherever I need to go.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  03/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company owes me a deposit refund of ******** and has refused to comply with the law in returning it. They should be receiving documentation via mail supporting this @ ********** ***** Apartments *** ****** **** **** Columbia SC 29223 Agent: The Franklin Johnston Group

  Business response

  03/19/2024

  This amount you are referencing is not a deposit refund, but rather an ongoing legal case.  

  Business response

  03/28/2024

  We sent the original check via **** to the PO BOX that you provided. We would like to *** ** the security deposit to you as you never received the first check. ***** will not accept the PO Box address. Should I have ******** reach out to you to get a physical address?

  Customer response

  04/08/2024

  This matter is not yet resolved.  Your employee (********) is only allowed to call if he is sincere in paying the full amount owed to me on the behalf of  its agent (The Johnston Group).

  The PO Box you were given was accurate (even though  you choose not to disclose it itt in its entirety when asked). I would suggest that you send it certified mail/return receipt if you are seeking a mail confirmation. Any monies received would not be considered a settlement rather a payment, until paid in full. Also, you were asked for an email address, facsimile and telephone number.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I lived at ***** ***** ** ********** since 02/2017 until 11/28/23. During my time there I qualified for *** subsidized lease program. I was on an annual lease agreement with ***** ***** II and *** and had to sign two separate lease agreements. I was told by the senior manager ****** ***** on 10/17/23 that my lease for 2024 would not be renewed and my son & I had to move out of the premises by 11/2023 and turn keys in. ****** and I agreed upon November 28th 2023 for the apartment to be cleaned out, final walk through with property team as well as keys returned. During our initial meeting on 10/ 17/23 ****** ***** stated that a security deposit was never paid and my lease states an amount of ****** However, I corrected her and told her in 2017 I paid the first,last,and security deposit of *****. She then found the error in 2023’s lease agreement and confirmed, in fact the ***** security deposit was made to ***** ***** II and she would correct the lease. 11/28/23 ****** and team did the final walk-through with me and confirmed there were no major damages & the unit was clear. Once my final water bill was paid, ****** stated she would send the security deposit via certified check to the address of my choice which I gave her the day of the walk-through. ****** didnt require any paperwork or signature of mine to confirm new agreement with my son and I moving out of the unit, everything was word of mouth. I spoke with ****** once in December to confirm the status her response was her hire up was on vacation and once she returned to the office she could proceed and the deposit check could take a couple of months. It is now February 2024. I have called the leasing office,sent text messages to ******‘s phone personally which she gave me permission to if I had any problems. and I have sent countless emails regarding the status of the security deposit with no response. I am writing the *** to seek help with getting my security deposit that’s rightfully mine. Thank you.

  Business response

  02/28/2024

  we are investigating this and will respond within 24 hours.

  Business response

  02/29/2024

  We have completed our investigation and will be sending you the security deposit via ***** to the address you provided the rental office. 

  Customer response

  03/04/2024

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been reaching out to the business trying to get my refund check. I was told 2 weeks ago 10/27/2023 that the check has been mailed to me. As of today 11/10/2023 i have yet to recieve this check. I have also called and left yet more messages with no type of communication or response. Once again i moved out on 5/5/2023. Been dealing with this since the end of Aug. Was sent a check from a closed account that was dated 9/26/2023.

  Business response

  11/13/2023

  Please email ***************** to confirm we have your correct mailing address.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been reaching out to the corporate office in regards to my return of my security deposit. I have spoke with three people on three different occasions. I was informed that the individual that they need to speak to you is not in the office leave my contact information. Someone will reach out to me within 24 hours. No one has reached back out to me. No one has any idea of when my deposit will be mailed or even arrive it’s been over 45 days and I have no resolution for the issue. You have to call the corporate office numerous times to even get an individual on the phone most of the time it goes straight to voicemail. The property that I moved from the property manager was very helpful and resourceful. My paperwork was done in a timely manner at my move out. It is now just a matter of receiving my deposit back, which comes from the corporate office that it seems they can’t give me an update.

  Business response

  08/21/2023

  I am happy to assist. Can you  tell me your former address and the name of the community?

  Customer response

  08/21/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  06/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have lived at my apartment complex ************ **********) for about 3 years and never had an issue with late fees. The apartment complex has been through 2 different property manager and 4 different assistant managers. This last assistant manager ****** ** )sent me a notice stating I owned over **** late fees with no charges or explanation. When I called to talked to her, she said it was due to my pet fees from 2 years ago. Now, no other managers advised me of any late fees before her. When I advised and her and sent proof of the amount I was suppose to be charged from the previous property manager, she sent it to corporate for review. I didnt hear back from her until the next month, when I received more late fees. When I called, she said corporate only took off **** Nobody called to inform me of this decision. So I decided to contact corporate myself. I tried to talk to ***** ** and she didnt return my call but emailed me saying the same thing. When I asked for a breakdown of all charges, she only provided a portion and I asked for all the charges and I never heard from her again. I called my complex to get the explanation of the charges and they forwarded to me. I than saw a credit for all the pet fees I was overcharged and ***** confirmed that it was a credit. I was also informed the rent I pay each month is applied to late fees first before my rent! HOW? So now Im confused again on what the late fees are for. So I than see an rent increase charge for one month on their statement but it was not in my conservice statement. So I questioned that to *****, no response back. This month on my door, I receive another late fee notice. I have sent an email to now **** *. and I have waiting for him to contact me. At this point, I dont understand how a company can charge these fees to their tenants but cant explain them. I am so frustrated at this point and need some answers. I would like someone in corporate who is willing to assist me to contact me ASAP. Thank you.

  Business response

  06/16/2023

  We are looking into this and will be in touch with you to resolve it.

  Customer response

  06/26/2023

  Still working in the dispute with the apartment complex 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved out of my apartment at ******** in Virginia Beach at my years lease end 4/8/23. I have yet to receive my deposit back. On site manager says he didn't know I had moved out, did I return keys, and that I had not left a forwarding address. I turned the keys, paperwork with forwarding address to the on site manager on duty, a woman, on , 4/5/23 this was around 4pm. everytime i call they give an excuse. They said they had mailed my deposit to the ******** address I had moved out of claiming they didn't have a forwarding address. You better believe I had a forwarding address for a ***** deposit!!, they said they had to "wait " to see if check clears then issue another. When I called Franklin Johnston group Monday 5/29 they were rude, put me on hold for many minutes then came back to phone saying they were fed axing my deposit and I should have by weeks end.... No check has arrived, Ive tried repeatedly to reach them by phone and the phones go staight to voice mail. I called property management again today, ******, who again put me off and said he'd call me back. I called him again and he said he'd been in touch with them and that they would send check to him and he could give it to me.

  Business response

  06/05/2023

  The community has put a stop payment on the original payment and is issuing a new one to be sent to ********'s leasing office for you.

  Business response

  06/13/2023

  The check was picked up from the rental office on June 9th. 

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