ComplaintsforFoxboro Property Management Service, LLC

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. ATCP ****** (11) Security Deposit means the total of all payments and deposits given by a tenant to the landlordand includes all rent payments in excess of 1 months prepaid rent.* With this definition, all overpayments made and shown as credits on the account are considered Security Deposit.2. Denied move out inspection. Thus, the missing items and charges for excessive cleaning cannot be verified.3. ATCP ****** (3b) No documentation verifying the necessity for the cleaning charges that fall under the NONSTANDARD RENTAL PROVISIONS The shower head pictured in the original inspection ***** 26, 2021 is the same shower head left at the time of move-out, but charge for a shower head. 4. ATCP ****** (3c) Normal wear and tear does not authorize a landlord to withhold any amount from a security deposit for normal wear and tear or for other damages or losses. The Note includes an example that a tenant cannot be charged for carpet cleaning where there is no unusual damage. **The letter requiring carpet cleaning to be done was issued before an inspection that verified that carpet cleaning was necessary. Carpet Cleaning was deducted from the Security Deposit. 5. Locks were changed without the tenants permission, prohibiting her from showing the apartment, yet still charged rent for March, *****, and May. 6. Charge for all of *****, but lease ended on the 23rd. ***** should be prorated.7. Charged for **** which is beyond the lease agreement date.8. Charged $400 Misc. Account charges: Lease Break Charges: No Showings No Round Trip Mileage, 4 months Advertising, Multiple Sources at $100/month. ****The Lease Break fee was paid on 11/7/2022. In the Lease Break that was signed, the tenant selected the option that it was the tenants responsibility to show the apartment and advertise and the Landlord was to contact the tenant if there were any interested candidates for the apartment so that the tenant could show the apartment. Thus, the tenant would keep the keys and continue to have access to the premise even after moving out. ****** moved out and cleaned the place. However, on March 25, the tenant discovered that the locks had been changed. The tenant attempted to contact Foxboro several times (via phone and email), but all attempts were ignored. Therefore, the tenant was no longer able to show the apartment and denied entry to the premise, but still charged rent for March, *****, and May. This $400 charge violates the lease break agreement.9. Overcharged Nov. 2020-***** 21, 2021. Lease agreement from previous Landlord, Landmark, outlined that the tenant would pay $502, which is even noted on the Foxboro Transaction Ledger. In *****, it was claimed that there was a shortfall from November 202-***** 21, 2021 because of the tenants negligence in submitting USDA paperwork. However, according to USDA employees, the negligence was due to Foxboro not initiating the signing of a new lease. The shortfall is due to negligence on Foxboros part and thus the tenant cannot be held financially responsible for the shortfall.10. Overpayment was made from ***** 22, 2021-September 2021 due to USDA payments being retroactive to ***** 22. This resulted in a large credit on the account. When the tenant requested for this overpayment to be returned, she was told it would be returned when she moved out. However, it appears that Foxboro has simply excessively charged her account until there was almost nothing left of the overpayments.Here is the link to the Ledger of Foxboro Rent Payments ********************************************************************************************************

  

  Business response

  06/21/2023

  To Whom it May ****************** see responses below to the issues the customer has brought to our attention.
  Any over payments in regards to rent on the tenants account were returned to the rental assistance agencies in which they were received.
  Tenant gave permission for ********** to complete the move out inspection and begin renovation on the unit in order to prepare it for a *************. The current tenant requested a move out inspection after one had already taken place per the permission she had given us.
  The tenant never contacted us within the allotted 15 days after receiving the security deposit breakdown to discuss or question any charges that were withheld from the deposit.
  The tenant signed an addendum in her lease agreeing to have the carpet professionally cleaned upon move out. The tenant failed to have this done and was in turn charged back for the invoiced amount to have the service completed. The invoiced amount was not withheld/taken from her security deposit. The amount was charged to her account and the credit that was previously on her account covered the balance.
  The tenant was informed of the lock change prior to its completion and was informed she could still gain entry to the unit through a new key that was placed in a lock box on the outside of the unit.
  Rent payments are ultimately the tenants responsibility.The lease agreement was entered between Foxboro and the tenant- not a rental assistance agency. The tenant agreed to the terms of making rent payments and making them on time. If the rental assistance agency failed to make payments,it is ultimately the tenants responsibility to make up the shortfall. 

  Customer response

  06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer response

  06/23/2023

  
  
  I would reject their response due to the following:
  1. The overpayment of rent was due to a lease that was backdated and the rental assistance agency back paying to the lease date. I already had paid these months in full, not knowing that the rental assistance company would backpay for those months. Thus, the refund belongs to me, not the rental assistance company. If the rental assistance received the refund, evidence needs to be provided that the refund was sent and then corrected to be refunded to me. 
    
  2.  Did not Provide evidence that the tenant gave permission for the locks to be changed and was given instructions on how to access the key to the new lock. Simply saying that they did is not enough. These actions violated the written lease break agreement and thus justification for these actions is required. 
  
  3. Correct April to be prorated to the lease end date and remove the charge for **** Refund this money to the tenant. It is illegal to charge rent passed the end date of the lease. 
  
  4. Remove charges for the cost of showings as it violates the lease break agreement. 
  
  5.  Note: The tenants access to her online account has now been locked/removed by Foxboro.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a lease on 5/2/23 That included my dog. Afterwards, on 5/22/23 I was contacted by ****** via email stating that I was not allowed to have my dog on the property without filing for emotional support animal status. They were also claiming that they needed a physician to fill out a form regarding the *** status and claimed they needed to rewrite the lease we had already signed. We were subsequently denied after we provided the medical documentation that certified her as an ***, claiming they also needed that additional form and a rewrite of our already signed lease. According to the fair housing act in *********, requires that all housing providers make reasonable accommodations for the tenants with valid *** letters for their support animal. this is regardless of whether individuals live in a housing and urban development or elsewhere...the most a housing provider can do is request to see my *** letter that states your *** does aid your disability. They are currently forcing me out of my lease against my will, causing more emotional distress. My move in date in 6/1/23 and I am unsure of what to do and would like assistance in this matter.

  

  Business response

  07/05/2023

  On 5/2/2023 ***************************** and ******************************* were sent a lease for 515 County Highway O in *******, W. They had signed and returned the documents on 5/2/2023.  Continuing the process, we noticed that the dog was a Pitbull. We would need to reach out to our insurance provider to see if our insurance covers this breed.  ***** was shown the unit on 5/5/2023. While we were speaking, I notified him that since the dog is a Pitbull, there could be some issues with our insurance company.  I told ***** that if the dog was an *** animal, we would be able to move forward with renting the unit.  ***** informed me that this would not be a problem and that they were already in the process of making their dog an ***.  I told him that was wonderful, that I would need documentation from their doctor, and I would also need an *** form for Foxboro to be filled out.  ***** informed me that this would not be a problem.  After being told that yes, the dog would need to be an *** animal before we could add it to the lease, I contacted ***** and told him that we would need to move forward with the *** paperwork and that I would create a new lease showing their dog is an *** as soon as I receive the paperwork needed.  I received documents from *********** physician stating that yes there is a need for an *** animal.  I had sent an email to ***** that everything looked good as long as we receive the *** paperwork that Foxboro requires to complete the *** process.  ***** then emailed me and asked me why we would need the Foxboro *** paperwork filled out since he already sent the paperwork from the physician. I told him that it was part of our process and that we needed the paperwork completed per Foxboro insurance.  ***** tells me they would not fill the form out and that it was against their rights. I replied with ***** notifying him that without the Foxboro *** Paperwork completed we would not be able to move forward with allowing the animal to stay at the unit and stay on the lease or if he was not happy with the outcome, I would contact our billing ***** and we would part ways.  ***** emailed me and made us very aware that he was not happy and that he would be contacting BBB of *********.
  
  At this time, we have canceled the lease and reached out to ***** that Foxboro would need a forwarding address to return the deposits that have been paid.
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter and her class mate rented from Foxboro in ********** ********* while they both attended college. They were both able to graduate early and decided to agree to a "Lease break" contract They continue to cover the rent and the electric bill and fulfill all the requirements on the original lease. (Even after a ****** fee to break the lease) In the current lease break contract you have 2 options, Option 1- Current tenant finds replacement tenant- "The tenant holds the keys until no later than 5 business days before the new lease start date." Do all your own showings and advertising. Option 2- the landlord finds a replacement, (basically re-rents the unit) and charges the current tenants ****** for advertising, ***** per showing plus mileage on top of a ****** fee to break the lease. It specifically states the "tenant holds the key"... now they are harassing my daughter and the other renter for the key back. I have called 5 times- emailed, the daughters room mates father has called multiple time- no one will return our calls. The gal **** had no ide how to address the situation. Our fear is they can show the unit 100 times and we will be stuck paying those fees. I am a co-signer on the lease and refuse to pay any extra fees. period.

  

  Business response

  03/08/2023

  *********,
  
  We appreciate your feedback. We do record all incoming/outgoing calls, texts, and emails with our customers and we were in contact with both residents, a residents father, and you in multiple forms of communication. We do apologize that the terms of the lease break were unclear to you but we did do our best to explain the terms of the lease break agreement to all parties. On the lease break form, the residents listed a date (of their choosing) in which they agreed to be moved out of the unit so preparations could be made for the next residents. Since they conveyed to us that they planned to vacate the unit by that date, we followed up with them the day prior to their move out with a friendly reminder text to make sure they were on track to be moved out. We also sent one additional reminder the day after the listed move out date that informing the residents, we have yet to receive one set of keys. I do apologize if you feel the two friendly reminders that were sent out were inappropriate, we were simply trying to aid the residents in the move out process. The unit was re-rented in a timely manner and the residents moving out were charged minimal fees in order for us to do so.
  Thank you,
  
  ***************************
  Property Manager

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented through Foxboro and just recently moved out of one of their units that they managed. My move out date was 08/02/22. I broke my lease because I was having issues with my neighbor that they never wanted to address/fix. I paid to break my lease. They sent me my security deposit breakdown and they incorrectly charged me for things I did not do and bills that I did not owe on. They charged me $450 because they said that I tried painting the unit by myself before I moved out. I never did that. I would have no reason to do that. About a year ago while living there they had to hire people to come in and paint and put up new drywall because the basement of the unit flooded. Thats the only time anyone ever painted while I was living in the unit. They also tried to charge me for the final Xcell bill for $104.76. I do not owe xcell anything for that address. I was all paid up with them. They just decided to make up a random number and tack it to the deductions on my security deposit. They tried telling me that was my last bill for electric service. Xcell never charged me for electric service in the first place, only gas service. Electric was billed through a different company which is also paid as well. I owe nothing for utilities at the address that I moved out of. I have contacted them via email and calling their office and they refuse to fix the issue. They just keep pushing it off. They at the very least owe me back $554.76. They also charged me for the final water bill in the amount of ******. I did not even receive my final bill until last week. So I will be paying it to the water company tomorrow. They never paid them on my behalf but they still charged me for it. So they owe me 554.76+******. They are very rude about fixing all of these issues and very unapologetic. *************************** is the landlord Ive been in contact about these issues. Im just looking for my money to be refunded back to me.

  

  Business response

  12/14/2022

  To whom it may concern:

  We did settle this issue with ******* by refunding her a portion of the charges we had on her account.

  We do believe this matter is closed.

  Take care,

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

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of an apartment at the end of July. 3 weeks later, they returned my security deposit but I was surprised to find they only returned $179 of a $825 security deposit. They charged us for electric and water use after we returned our keys, carpet cleaning, painting and cleaning fees. I reached out twice in person and once by email before getting a response. During this phone call we discussed the charges against my security deposit and they agreed to refund the carpet cleaning (because it is illegal to charge this against a security deposit), refund the cleaning charge because it was unwarranted and decrease the paint charge. We hung up and he called back a few minutes later to ask if I want the deposit mailed or to pick it up. I said it didnt matter to me, ****** would be fine. I went to pick it up 2 weeks later and was told there wont be a return because they determined the carpets were damaged beyond normal wear and tear. I inquired what damage and he responded that there are photos that can be looked up of said damages that would require me emailing him to get. He refused to show any photos in person and states what is determined to be normal wear and tear is left up to landlord discression. I followed up with an email requesting proof of said damages and he responded back by saying he will not provide the photos but will bring up this event in their next property manager meeting the following Tuesday. I then clarified I dont require a resolution today but am demanding he send me proof of the damages. Again he refused a second and third time to provide any description or proof of the supposed damages.

  

  Business response

  12/14/2022

  To whom it may concern: 

  Regarding ***************************, in the interest of working with the tenant we credited her for the carpet cleaning, some of the paint and all of the cleaning charges.

  I'm surprised she didn't remove her complaint given our resolution to this issue.

  We believe this matter to be closed and *******'s concerns have been resolved.

  Take care,
  ****************

*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. ↩