ComplaintsforBriggs Village Apartments

• Initial Complaint

  10/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Occurred on Oct 2, 2023 2:00:00 PM At **** Briggs Dr *** Apt E101, *******, ** Description Moving out the apartment and contract apartment building twice with email and call on September 20th and the 28th that we needed till October 5th because our movers canceled on us. Got a call and email on October 2nd asking if we are taking the remaining items out, we said yes. They said they already had there team in there cleaning it out and had asked if the got our emails or calls and they stated they didn't. They stated they stopped and left the door open for us to get our last remaining things. The place was already trashed and everything on the ground. An IMac 24in, Alexa **** and Dot, small TV and a new vacuum we got to clean with were all missing when we got to the apartment. These important things were missing when we were trying to take stuff out that wasnt broken already. There is more that is missing but we only care about the electronics. Have contacted the apartments they closed both my service request about the items for follow *** if they had the items. Called on October 3rd and the lady on the phone said it was her first day taking over an that she hasnt heard about this an was going to check on it but has not responded since.

  Business response

  10/23/2023

  We completely sympathize with ******* and sincerely wish the situation had unfolded differently. After investigating the matter, here's our record of events:
  
  ******* (and Jordan) ******** our office of their move-out date of Saturday, 9/30. 
  As we are closed on weekends, our Area Supervisor and Maintenance Supervisor entered the unit to confirm it was vacated and assess its condition on Monday morning 10/2. They found the apartment had been left in disarray, with personal belongings scattered throughout, and both cat and dog f**** on the floor. 
  Although ******* left a voicemail mentioning the need for extra time to gather her belongings, our team was not in receipt of this voicemail until after the cleaning process had begun.
  Our team did not approve ******** request for additional time, nor did they give ******* the impression that this request would be approved. As you can see based on the screenshots of our communications, specifically screenshot 3, our team was surprised by the amount of items left behind in the apartment after the lease end date, and were unaware of a request for additional time. 
  Our team sent an email notifying the resident that the apartment was going to be prepared for the next move-in and the items left behind were slated to be removed. Our team informed the resident to give us a call if there was anything she wanted to keep. We do not have a record in our CRM of any email requests for us to hold onto any belongings. 
  Our team called and left a voicemail for ******* in addition to the email.
  With a new resident move-in scheduled for 10/7, extending the move out was simply not feasible due to the time needed to prepare the unit for the next tenant.
  Due to the unit's poor condition and an imminent move-in, our team had to put on protective gear and begin removing the trash and belongings within a few hours of notifying *******. Some electronics may have been inadvertently disposed of, but our team did not identify an iMac. We have photos of the unit as it was found, showing a small TV screen/monitor, not an iMac.
  Upon reviewing voicemails from the weekend, we found *******'s message and immediately ceased our work to allow her to gather her belongings later that day. Unfortunately, items discarded earlier had already been collected by the garbage collectors.
  
  Our team acted in accordance with the lease agreement.
  
  We have screenshots of our communications, move-out/move-in schedules, and photos of the unit's condition as we found it. Moreover, we did not begin cleaning out the apartment until late morning on 10/2, giving ******* an additional day beyond her move-out date to retrieve her items. 
  
  After ******* found out that her items had been thrown out, she shared her experience online, which is entirely within her right. However, in quick succession, four others, who we believe to be associated with her, left multiple negative reviews and comments on our ****** Business profile. We consider this to be harassment, dishonest behavior, and review fraud. This is not the right way to handle her frustrations about her move-out experience. 
  
  While we deeply regret ending on a negative note with this former resident, we believe our team handled the situation to the best of their abilities. Although we are not in possession of any of ******** belongings, we remain hopeful for an amicable resolution. 
  
  We have all the photo evidence as well but this system will not allow us to send a Zip file of the size we need to include all the pictures. 

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