ComplaintsforContinental Properties Company, Inc.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business that is now only allowing residents to use the trash area during office hours. The trash area is completely closed and they solution was valet trash. This is a break of contract because nowhere in my original lease does it say you cannot use the trash facility that I am charged monthly for now only 6/7 days and not after normal work hours. This is a perfect example of lazy management who would rather punish all residents than do the work and figure out the actual perpetrators. The valet trash that we pay on top of paying for the trash facility only comes Sunday-Thursday. This means on Saturdays we cannot throw anything out past 4pm. Management is essentially forcing trash to stay in our apartments if it accumulates to full past 4pm on Saturdays. Being entirely closed on Sunday should be considered a health violation, having to wait for valet trash to come some time at night, it is never consistent. Valet trash also does not come on holidays nor bad weather conditions, if that was to fall on a Sunday the residents would be paying full rent, full pre-billed utilities and unable to dispose properly of waste. I have never heard or could not even think something like this would be an option management would consider. This is unprofessional and creating unsafe conditions forced upon residents. If I am now only paying for certain times to dispose of trash, unlike what I originally signed in my contract, I should be billed accordingly and have some sort of financial credit now that I know they can break their side of the contract anytime they have a problem they cannot fix.

  Business response

  05/03/2024

  Hello,

  Cleanliness in the community is a top priority and we are happy to discuss opportunities available for disposing of trash when Valet Living is not an option. Our onsite community manager ****** has reached out to this resident to further discuss. If there are any additional concerns she is available to continue the conversation. 

  Thank you

  Customer response

  05/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied for an apartment and they kept raising the rent price, telling me I was approved and then I wasn't so I canceled my unapproved application by their own words. I should have been refunded instead they have not returned my money's and un rightfully charged my young daughters credit who signed no documentation with them $101.I would like a refund of $374.00 for services not rendered, and the charge of $101 removed from my daughters credit report **************************************.

  Business response

  04/25/2024

  Hello, 
  We sincerely apologize for the challenges you've faced during the application process, and we deeply regret any inconvenience caused. Your feedback is invaluable to us, and we assure you that we take these matters seriously. We understand the frustration caused by miscommunication,errors in the process, the outstanding balance due to the stop payment on your account, the changing move-in dates, and the deposit issue. We also want to acknowledge that your application was indeed approved, and we understand that some missing documents were needed from you to complete the application process. Our records indicate that we made multiple attempts, both via phone call, email, and text, to request the missing documents. If you're open to it,we would appreciate the opportunity to discuss your outstanding balance issue and provide clarification on your final account statement. Your satisfaction is important to us, and we're dedicated to making things right. 

  Customer response

  04/25/2024

  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.
  
  I have contacted the corporate office multipletimes with no response,  my application was not approved and my daughter ************************************** did not sign any application documents. I am requesting my deposit be refunded and that the $101 fraudulent debit be removed from my daughter ************************************** credit report. I am prepared to contact a lawyer and my local news.

  Thank you
  
  Regards,
  
  ****************************************

  Business response

  05/08/2024

  
  Thank you for your message regarding the lease contract for *************************** ******, *************************, and *************************.
  I want to clarify that the signed lease agreement by all parties serves as our official documentation. This agreement outlines the terms and conditions, including financial obligations, agreed upon by all parties involved. Therefore, charges were applied accordingly based on the terms outlined in the signed lease. This lease is attached. 
  As such, no changes will be made to the charges incurred.
  However, we understand your concerns, and we are committed to addressing them. If there are specific issues or discrepancies you would like us to review, please provide further details or documentation. We will investigate the matter thoroughly and provide any necessary clarification.
  We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please don't hesitate to reach out.
  Best regards,

  Springs at ***************;

  Customer response

  05/09/2024

  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.
  
  This is just a repeated reply from the company, no one had responded to my calls to solve this matter. I would like my deposit refunded to me since my application was not approved.
  
  Regards,
  
  ****************************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied in June-July of 2023 with *********, the property manager was ***** who is now gone. Explicitly advised both of them I did not live in the state and it was a company move, I was unsure if I was officially moving. I was coerced into putting a deposit down being advised thats the only way they could hold the property (that was a lie). I advised ********* on 8/31 via email and phone (as they stated I had to do) I would no longer be moving there, that was roughly 2 months before the move in date which was 10/21, on that same call on 8/31/23 she advised me that the move in date would be pushed back due to transformers not being available, and the home wasnt completely built as it was still being worked on; it was not move-in ready nor habitable at the time of this call. Fast forward to 9/20 I advised them again I would not be able to move due to my company cancelling the move, and asked for my deposit back, she basically declined and said Id have to talk to *****. ***** was never available to speak with whenever I called, so I went their property management, Continental Properties, who is just as bad, got nowhere. I followed their requirements by sending an email requesting to cancel the APPLICATION, I receive an email (no phone call) from ***** of a canceled lease agreement with essentially a forfeited deposit. I never moved in there, I never even lived in the state. Reviewing their terms and lease agreement it states IF the PROPERTY must push back the move in date and you wish to cancel you are allowed to request and receive your deposit back, on top of that I canceled the application within their 60 day notice policy timeframe. They are not an honest company nor do they follow the proper landlord tenant laws under the state of IL which also states they are required to issue a refund back to the applicant if an application is canceled. Once again I never lived here therefore there wasnt a lease to terminate, just a deposit to hold while being built.

  Business response

  04/23/2024

  On July 15th, 2023, an application was submitted and signed by this applicant and another occupant, including a statement of: If applicant fails to execute a lease agreement or refuses to occupy the premises on the assigned date, the good faith "hold fee," administration fee, and any subsequent fee paid at the time of application are not refundable.
  
  The application was approved on August 18th and on August 31st, when we called, it was stated on the recorded call that even with a potential delay of the home, the applicant said that her job was likely no longer relocating them to ********. In that phone call, ********* mentioned that the amounts paid would not be refunded and she would recommend asking the job to cover those fees and the applicant said she told her job that as well. The applicant said she would let us know, because the cancellation wasn't definitive but that if they did move and we needed to push the move in date, that "would be fine."
  
  On September 20th, we received an email from the applicant stating that her job was no longer relocating them so they needed to cancel. ********* replied back on September 21st stating that the fees paid would not be refunded, as discussed on the phone back on August 31st.
  
  The resident disputed the charges, so after the Final Account Statement process, we sent the balance due to collections, but the dispute was then denied, which put the funds back into the applicant's cancelled application account. The applicant reached out to Continental in December stating she received communication from NCS but shouldn't owe a balance. I reviewed the account and saw that the payment was given back to us so I was able to confirm with NCS that she didn't have a balance due in collections.
  
  Cancellations of approved applications result in forfeiting funds that had been paid to reserve the home.

  Please reach out to the **************** with any further questions. 

  Customer response

  04/23/2024

  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.
  
  The application fee and lease agreement are two entirely different amounts. I agreed to an application fee of $350 which included a deposit and the application amount. Being charged $2,350 was for a lease agreement that was never authorized. Funds cannot be forfeited when they were not approved. Nowhere does it specifically state either in any of their documentation nor was it disclosed by the leasing agents that the funds would not be returned due to the propertys delay. Again, I was advised the property could not meet the expected move in date, I also advised within the 60 day notice that I would no longer be able to move into the property. Therefore, that leaves me in legal right to receive the funds back in their entirety. The dispute with my bank was not declined; the chargeback was approved and the property but the charge back into collections because I was rightfully awarded the funds back. I need legal documentation provided during that date explicitly showing the funds are not to be returned to a canceled application due to the property being unable to fulfill the move in date because ultimately that is what happened. I advised them in writing and verbally within the 60 day window that I needed to cancel an application, not a lease agreement, and the leasing agent advised me the move in date could no longer be fulfilled. Based on their documentation both of those things entitle me to a full refund. 
  
  Regards,
  
  Chanel *********

  Business response

  04/29/2024

  The application states: "If applicant fails to execute a lease agreement or refuses to occupy the premises on the assigned date, the good faith hold fee, administration fee and any subsequent fees paid at the time of application are not refundable... The good faith hold fee is only refundable in the event that this application is declined for residency."
  
  The application was not denied, it was cancelled, meaning that the applicant is not entitled to any refund of funds paid.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have notified our main office of smoking in building 5. They have been aware of this for at least 1 month. They refuse to acknowledge the problem of smoking in the building that violates lease agreement. I refuse to pay for an apartment that has the smell of cigarette smoke within the building walls. I did not agree to live in this smoke smelling development. We have complained about this and still nothing has been resolved in this matter. We are wanting our rent payment back as we are battling with this smell as it affects our health and our trying to start a family and I do not want me wife to be inhaling smoke daily when she leaves the development

  Business response

  04/10/2024

  Thank you for reaching out in regards to your concerns.

  These residents had first reached out in regard to the smell of smoke coming from one of the surrounding homes in building 5 on 02/01/2024 at 9:32pm. That message was referencing the smell of Marijuana, our team had sent out a message to the building they reside in reminding at 9:33am on 02/02/2024 to remind people that we are a smoke free community.
  They had also reached out again for smells of smoke again on Feb 12th, March 1st, and March 5th. Our team had also sent out another message to the community on March 18th reminding people that we are a smoke free community. We have also as a team went and walked the building multiple times to try to locate the smell.
  On 04/03/2024 we did a lease violation on 5110 for the smell of smoke coming from outside the home when two of our team members **** and ******* had smelled cigarette smoke from the door of 5110 after being alerted of a smoke smell that was coming from that building. We also tried to call the resident with the initial complaint on 04/03/2024 to discuss possible options for a transfer and to let them know again that we are working on the issues that have been presented to us but didn't get in contact and left a voicemail. Another message was also sent over on 04/09/2024 to follow up on the voice message that was left in regard to a possible transfer since we have not heard back after leaving a voicemail. We have also ordered them an air purifier to help with the air quality in the home. 
  The residents had also mentioned that they would be interested in a transfer on site to building nine when that is completed in the middle of June. They had mentioned ***** as an option of interest which we are working with them on but havent heard back yet to take the next steps in starting the transfer process for them. The office staff would be happy to discuss this transfer availability further if they would like. 

  We do have record of all individual and mass communications that have been sent. 

  Thank you

  Authentix Lakeville Team 

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid 1200 dollars just to do a application for a rental unit and was denied and havent received my check yet and its been over two whole months of me calling and emailing this company

  Business response

  03/07/2024

  Hello,
  
  We do apologize for the delay in the return of your deposit funds. We work to process refunds as quickly as possible. According to our record you applied on 1/8/2024 and were denied on 1/13/2024. We processed your refund on 1/21/2024 and had it mailed out by our accounting team on 1/26/2024 using **** mail. We received word from you on 2/13/2024 that you did not receive the refund. We touched base with our accounting department to confirm payment and addresses and it was assumed lost and reissued.You reached out again on 3/6/2024 that the refund was not received. We do apologize for this delay and want to get you your funds as swiftly as possible.The issue unfortunately lies with the **** system. We will be overnighting the check today via ***** to combat this issue. Please contact our ************************ office directly if you do not receive the overnighted funds by the end of the day tomorrow. 

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I dealt with a bee infestation that my family dealt with for over a month. We have an 2.5 year old daughter, so it was very unsettling. **** flew around our apartment and when they were weak, they ended up on the floor. Maintenance would come in with sprays and tape to help fix the issue. I was told pest control would come but were a couple weeks out. I am unsure whether or not they ever came because I was not informed. The problem did eventually stop, but may have been because of the time of year-they were dying off. Also we had mildew /mold that grew within the groves of the tub. No matter how hard I scrubbed, the mildew always came back. Maintenance came over and scrubbed it away on one occasion. They stated that it is a problem with every apartment and is associated with the structure of the tub. My daughter was brought to the ** and pediatrician on many occasions due to asthma exacerbations. They stated that the mildew growing in the bathroom was a primary cause. My daughter would have coughing fits and projectile vomit.These are primary reasons for us moving out. Our childs health should never be impacted by conditions of our living situation.

  Business response

  02/28/2024

  Hello,
  
  After reviewing your account there was (2) work orders submitted regarding bees in your apartment.  The first work order was submitted on October 15th, 2023 and the 2nd was submitted on October 19th, 2023.  Both work orders were investigated,addressed, and completed by our onsite maintenance staff within 24 hours. On October 16th, 2023 maintenance documented that they closed an open window and sealed around the front door to help reduce the number of access points the bees had to your home.  We also show that our professional pest control company, Four Seasons Exterminating, serviced your apartment home on October 25th, 2023 and applied a product around the perimeter of your home to help deter the pests.  We can only assume this treatment worked as we do not have record of any further complaints regarding bees in your apartment after October 19th, 2023 and considered the case closed. 
  
  Our records indicate (1) work order was submitted regarding mold in your bathroom shower which was submitted on March 21st,2023.  Maintenance responded on the same day and after their investigation confirmed that the staining in your bathroom shower was only mildew and was easily removed with some Chlorine bleach and a stiff brush.  Bathrooms are naturally wet, damp and dark at times and mildew can easily grow in grout which was the case in your situation.  We do not have any record of the mildew coming back as there were no further service requests entered for this particular problem after March 21st 2023 all the way to your vacate date of February 17th, 2024.   When you vacated your apartment home no further signs of mildew was found during the turnover process. Please reach out directly to our property team if you would like to see records of the specific work orders. 
  
  We congratulate you and your family on your recent house purchase and wish you nothing but the best in your future!

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved out of our Springs of Tradition apartment on 12/10/2023. We were insured through ******* insurance through the end of our lease. When we received our final statement via email, there was a fee of $75 for non-insurance listed. I called the office multiple times and left messages, I was finally able to get the manager *************************** on the phone on 12/21/2023 at 12:17PM EST. I explained to her what the issue was and she took a look at the insurance and confirmed that we were insured and she assured me that she would be getting it corrected. We got our check in the mail shortly after and it had not been corrected. My husband, ***********************, went into the office on 1/15/2024 to clear things up, and he was told they werent sure if it could be corrected but they would call him back in the next day. They did not call. We would just like our $75 refunded because we paid for insurance for the entirety of our lease.

  Business response

  01/25/2024

  This has been corrected as it took time to verify the insurance compliance. Their insurance coverage has been verified. The former resident's Final Account Statement has been adjusted. We are refunding the $75 insurance-noncompliance charge to the former resident via refund check. The former resident has been sent a newly updated Final Account Statement and has been contacted to resolve this issue.

  Customer response

  02/03/2024

  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.
  
  We have not received any communication via phone, text, email, or mailed letter with an updated final statement or any contact otherwise to consider this resolved. We waited over a week to give the business ample amount of time to reach out. As previously provided to the business and shown in our original supportive documentation, our mailing address is ***********************************************. Our phone numbers are ************ (******) and ************ (*******). The preferred email address is ******************************. 
  
  Regards,
  
  ***********************

  Business response

  02/09/2024

  Hello, 

  Our onsite manager at Springs at Tradition has spoken to both residents on 2/6 to confirm they received the updated final account statement. Both residents have confirmed receipt of the updated statement and confirmed they received the original refund check that was sent to them. One resident came into our office following the original inquiry with the BBB and they discussed the status of the update at that time as well. Updated final account statement has been attached for review by the BBB. If either of the former residents have any further questions our office team at Springs at Tradition is willing and able to assist. 

   

  Thank you

• Initial Complaint

  11/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  5 months of violations of section 13 of lease started September 1st 2022. Failed lease extension from expired lease on August 31st 2023. The extension started on September 2nd 2023. September 1st received illegal charges. Discussed extensively with this company, and they offered no reasonable recourse for illegal actions by this company. They have the sole intention to legally enforce a lease contract on the end of the tennat. They tried to argue ********* holdover law. This is an arguable interpretiation as the company tried to extend my lease for the first day after they believed my lease extension ended. The company has many internal software issues that have caused many of these issues. They have numerous violations of the lease contract but wish for their tennats to be held accountable to every aspect of this contract.

  Business response

  11/07/2023

  We comply with practices and policies in our lease provided by the ****************************** and reviewed by local legal counsel. We require a 60 Day Notice to Vacate and offer lease extensions/renewals in advance. **************** chose to execute a 13 month lease renewal, in effect September 2nd 2023 to October 8th 2024. 

  Customer response

  11/07/2023

  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.
  .
  

  Attached is the legal matter. Authentix charged a $0.10 pest control fee that was never included in any contract with me. I am unsure of where you got the understanding that Authentix had complied with every term of the lease. In the email dated 10/18/2023 called Re: Lease Balance, your manager had removed charges due to pest control. The issue I have with your statement is that **** deleted the entries on my ledger instead of refunding me via a reversing general ledger entry and keeping the old charge, as he had done with previous refunds in the past. Clearly, I was concerned about a situation like this, which is why I have saved said email. Authentix had deleted evidence related to this case by removing the ledger entries. I have deep concerns because Authentix is now claiming no wrongdoing after deleting evidence related to this case.

  
  Authentix had charged $3 per month for the months of April through August for a pest control charge. This charge was never included in the contracts previously provided. Authentix had charged me $0.10 on September 1st for a pest control charge. Authentix considers all charges on September 1st to be leasehold charges. The issue is that the $0.10 pest control charge is not a valid leasehold charge because it was not a legal charge on any lease contract I had with Authentix. As well, Authentix has failed to properly extend my lease. Dated 8/31/2023 with the title RE: Rent Paid for Lease **** had said that he would fix the issues relating to my lease extension at the time. Because **** had failed to properly extend this lease, I was financially damaged. **** had assured me that the issues relating to excessive charges on my lease extension beginning in September would be resolved. I had believed that **** would fix issues related to this extension. **** was personally surprised that I was technically not a tenant on September 1st. Because of ****'s assurance that the extension would be fixed, I believed that I would be a tenant on September 1st. The issue with my lease extension contract is the simple fact that the terms of the contract on the website are wrong. They had a lease contract on the website to begin at the beginning of September that would be more than what I agreed to. This is because this extension was ****'s first. It had taken a longer amount of time than normal. Because of that, the charges increased on my lease to terms that I had not agreed to. **** had been able to do some work on this, but he did not fix an underlying issue that I was technically not a tenant under your system. This was because the original manager, when I signed the contract, had me in the system as a tenant starting September 2, 2022, in my first contract. Authentix had stated Section 13 lease violations as well as being unable to properly extend my lease contract. After this many violations, hearing the official position of Authentix, as they have done nothing wrong, is an insult to me. If you had done nothing wrong, why would you admit fault for the section 13 lease violations in my original contract to begin with? Please respond to me with honesty in regards to this mediation.

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

  Business response

  11/16/2023

  We comply with practices and policies in our lease provided by the ****************************** and reviewed by local legal counsel.  We require a 60 Day Notice to Vacate and offer lease extensions/renewals in advance. This resident chose to execute a 13 month lease renewal, in effect September 2nd 2023 to October 8th 2024.The pest control fees from 9/1/23 were a continuation of the previous lease. This does not void the current lease. 

  Customer response

  11/16/2023

  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.
  
  The September 1st charges you considered leasehold charges in the past. If you still consider them leasehold charges, then they are simply violating previously mentioned ** statuate regarding leasehold chareges. This was your postion. If you wish to consider this a continuation of the previous lease, then the issue present is that previous lease expired August 31st.

   

  In terms of the leasehold they claimed,under Section 31. Default by resident- Default- You or any occupant, invitee,or guest must not hold over beyond the date contained in your move-out notice or our notice to vacate (or beyond a different move-out date agreed to by the parties in writing). If a holdover occurs, then, in absence of proof of greater damages, we recover as minimum damages twice the rental value apportioned on a daily basis for the time you remain in possession, as provided by law.Interesting that the company didnt attempt to charge me double the rent for the property the day they believed I had held over the apartment. Clearly,September 1st was not intended as a holdover. It is a failed lease extension. Understand the pest control charge is not an allowable charge in either your ******************* ** leasehold statuate.

   

  I am currently deeply concerned with the responses from Authentix lately. Attached is a statement sent to me from ****. It is titled Balance for Move out 11-09-2023. It is a current balance statment on my account. The major issue with this statement is the fact that states I have moved out on 11-09-2023. This was not the case. I had moved out on 10-28-2023. The statement states that I given them notice of 11-09-2023. That was not true either. They also stated that the reason I had moved out was because I had lost a job. The major reason I had to move out was because of mental health. I had to resign from my previous job because of serious panic attacks. I can get a new job, but with my current mental state, I believe it is best to work on that before returning to the workforce. I had sent an email to **** attached Final Account Statement 11-14-2023. In this attached email, I was presented the statement titled Balance for Move out 11-09-2023. The statement demands payment in full by 30 days within the notice.

   My issues with this statement is the simple fact that Authentix does not wish to provide me with any phone customer service. They refuse to answer my phone calls. After this many weeks of this occuring, and the fact that in emails I had stated my belief in emails that I am more than happy to produce. Authentix never disputed this assumation of mine, so I believe it to be fact after weeks with nobody from Authentix answering the phone or calling me back as I had directly instructed them to do so in voicemail attempts. Clearly, there are issues with their final account statement. I had wished for them to speak with me about the statement. **** even said in attached Final Account Statement 11-14-2023 that he would by the end of the day. As it stands, they have provided no reasonable explanation for these isuses with a statment they wish to send to collections. Authentix continues to claim no wrongdoing whatsoever in every response without discrediting any evidence presented that clearly denies them of any legal high ground. This company is currently wishing to send a faulty account statement to collections. I am currently believing that Authentix's responses are created to stale this process, so this account can go to collections. Because of this serious concern, I would like resoultion before the account goes into collections. If Authentix continues their complete denial of any wrongdoing without addressing any serious concerns I have, then I don't want them to send a faulty statement into collections. I will say faulty because it is clearly not a correct statement. It claims I moved out later then I actually did. I was not an ******* in November at all. Authentix will not answer a simple phone call about this issue. I need a dialogue about this situation. Authentix is only denying easily refutable postions without addressing any direct evidence that I have provided.

   

  It is a simple issue in our current dispute. Who is currently attempting to reach a reasonable solution in this situation. The party that doesn't allow any phone conversations. The party that blankly denies any wrongdoing. The party that is proven to have violated sections of their own contract, and denies it even when presented clear evidence of this, or the party that is providing evidence and making clear reasoning behind my position. I want a resoultion. I want a serious disscussion about this situation. Unfortunately, Authentix is unwilling to admit any faults in this discussion or refute with reasoning any evidence I have presented. It is the same answer that they present every time. It is some variation of "Authentix were not at fault to any degree" after clear evidence such as the lease contract and ********* Statuate were cited. Please be active in these discussions. I want this resolved. After eveything provided, and your timeline to send this alleged debt to collections, I wish for this process to be resolved before any statement goes into collection.

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

  Business response

  11/17/2023

  We understand there is some confusion regarding your final account charges and the dates and terms surrounding your departure from the community. We have followed all procedures as outlined in our lease. If you have further questions, please reach out to our office directly so they can best assist you and answer any follow up questions you may have. 

  Customer response

  11/17/2023

  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.
  
  I have called you as you requested on 11/17/2023 at 2:42 PM CDT. I was met with your answering machine, as has occurred in my past attempts at phone communication. I realistically cannot agree with your statement that you have followed the procedures with the lease to any degree. You have 5 months of clear admitted Section 13 lease violations in the 2022 lease. You claim that the September 1st charges are legal leasehold charges. I have provided the section of the ********* statute that clearly shows that if this were a leasehold, you would have a clear leasehold violation on that date. I have shown why Authentix is clearly not attempting a leasehold with testimony and the fact that Authentix did not follow leasehold procedures written out in the lease contract. I have also provided email conversations where **** struggled with his first lease extension. **** had to alter the charges in the system because of the internal software issues. I clearly didn't have access to the correct date of the lease begin and end for the lease extension on the dates in question because of these software issues. With my communications with ****, it could easily be assumed that these lease issues would be fixed. I really would not expect that **** would have me without a lease on the September 1st date after directly telling me that he would fix the issues with my lease extension. Lastly, Authentix is currently attempting to collect an alleged debt that has clearly refutable facts that are incorrect. I have attempted to speak with you about this alleged debt, but Authentix has yet to answer their phones or call back as promised on this alleged debt see email Re Final Account Statement **********.

  
  As far as the ****************************** providing your lease documents goes, that is completely irrelevent in this discussion. I am not currently having issues with your lease document provider. In terms of the *** Click and Lease product that I assumed you had been referring to in your previous communications, I hardly understand why this is a relevant fact in the complaint. This non-profit organization you claim is providing you with software, I have previously mentioned, the apartment package includes *** affiliate membership, which is based on location. I have not found your business in their membership directory. *** lease documents don't matter at all in this complaint. I have provided ********* statutes that you have violated. I have provided sections of the lease you have violated and how you have violated it. You have claimed that purchasing lease documents from a non-profit determines whether you are immune from consequences. Please communicate with me in good faith.
  
  Regards,
  
  *************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in the springs apartments in ********* ******** and moved out under section 32 of your lease that states fixtures will be maintained and they were not out gate was broken for well over 6 months and I had to call the police on a person that was living in their car right maybe ************************************************************************************************************************************** the situation was handled! Ya by me i called the cops not property staff me! Then the very next day the gate was magically fixed but i was told for months it was so complicated and they were working on a fix so it was so complicated that after someone was arrested on the property in the common area (that also are supposed to be kept clean under section 32 of your lease)! Then it broke again and i had to yet again inform property staff that a man was parked in a handicap space *** sleeping in his van again 200 feet from my house where my kids sleep my girlfriend and her daughter were both abused by her ex and have a reistraining order against him and is the reason we choose a supposed to be gated community! In an email to ***************************** she said that a homeless drug addict sleeping in his car could happen anywhere i said no that couldn't happen in any other gated community because the gate would be working properly. ***************************** the property manager is a liar i have email proof of that I turned in a letter when i leaft the property under section 32 of my lease and that was on september 1st ******* said i moved out on the 6th when i called her out on it in email she said that what she was told it was turned in on saturday the 2nd and also that the letter had no date on it which the letter had a date on it on top and the date written in the letter,then i was told i have 30 days to pay my final which is wrong because it has a **** charge for skipping the lease i didnt skip i moved out under section 32

  Business response

  10/27/2023

  All fee's applied to the resident final account statement are per the lease contract. If previous resident chooses to schedule a court date and work with their attorney's to dispute the balance as he claims, we are happy to comply.If we do not have the full outstanding balance payment or an agreed upon payment plan, the balance will be turned over to collections on October 29th.

  Customer response

  10/29/2023

  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.

  No I dont need to set a court date you do or remove the **** early move out fee per your lease section 32 states you will maintaine fixtures and I lived in a gated community and the gate which is a fixture on the property was broken for 6 plus months and under section 32 it states i had thd right to end the lease term if fixtures were not maintained. I am following the terms of my lease you are not allowed to make up any rules you want the lease must be followed that is the law so if you want to change the agreement to the lease you can take me to court. This is being desputed by me because you are not following the terms of your own lease agreement and can not be turned over to collectoins untill the dispute is resolved if you dont agree take me to court. Again you must follow the law and lease which I am doing. Please remove the **** fee and send me the correct bill and I will pay it immediatly should be around 600 dollars 

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

  Business response

  11/09/2023

  Per resident request,our regional attempted to reach *******, but she was unsuccessful. We are abiding by our lease. As we stated before, our legal team has reviewed this case and confirmed that we are not in violation of the lease. Yes, the gates were down due to unforeseen technical difficulties that were out of our control. However, the team took all necessary actions, even though it may have taken longer then expected to fix the issue. 
  
  The charges applied to the final account statement will remain as is per the lease agreement. We are,however, willing to push back the date that the balance will be turned over to collections. We are willing to accept payment in full by 11/25/23 in certified funds or are happy to set up a 90-day payment plan with you as mentioned before. If you choose to do the payment plan, please reach out to the leasing office to complete all necessary paperwork by the end of week. 
  
  We look forward to hearing from you soon. 

  Customer response

  11/09/2023

  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.
  
  This is completley untrue ****** never reached out to me at all or attempted too! 

  You are not abiding by your lease at all 

  32.RESPONSIBILITIES OF OWNER. Well act with customary 
  diligence to:
  (1) keep common areas reasonably clean, subject to paragraph 26 
  (Conditions of the Premises and Alterations);
  (2) maintain fixtures, furniture, hot water, heating and A/C 
  equipment;
  (3) comply with applicable federal, state, and local laws regarding 
  safety, sanitation, and fair housing; and
  (4) make all reasonable repairs, subject to your obligation to pay 
  for damages for which you are liable.
  If we violate any of the above, and you have complied with your legal 
  obligations under this Lease Contract and under state statute, you 
  may terminate your tenancy and exercise other remedies as 
  permitted only by state statute.
  The gate was down for 6 plus months if your team was taking all necessary actions, then  I would not have bad to call the police to have somone removed from the propery they were arrested by police because of my phone call! Not your team and they were parked sleeping in the front seat of there car right next to the maintience building and 200 feet from my front door and many others front door in the gated community! Also its just a coincidence that all the unforeseen technical difficulties that were out of your control were fixed the very next day? Doesn't sound like you were acting with customery dilligence at all! My family's saftey was put at risk due to you not maintaining fixtures so as per the lease agreement the charges of ******* need to be removed and then I will pay. 

  It is you or your legal teams opinion that you are following the lease if you were then you would have already turned this over to collections or just taken me to court! The fee of ******* isn't abiding by your lease at all and you know it or you would take further action please remove the ******* and  will pay the ****** because as you can clearly see in your legder that my move out date was 9-6-23 which is false I truned in my keys and letter of lease termination due to section 32 as explained above you can also check your camers for that day and see I handed my envelope to **** in the front office between 1 and 2 pm mountain time  on 9-1-23! Something else that you guys are trying to do which you know is untrue! 

  Please change my ledger to ****** and i will pay what i truly owe immediately 

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to terminate my lease for emergency purposes I need to move to the east side to take care of family member They are requesting 60 day notice, an additional 1 month total payment as termination of lease fee, plus 25% cost of the remaining months.This is different than what is stated in lease document no where is this listed in the lease document different than what is stated in statute 11 thanks

  Business response

  10/11/2023

  Thank you for reaching out regarding your lease with Springs at ************ There is an additional addendum in our leases regarding our early termination policies that is signed by all residents prior to move in. Our onsite team at The Springs at *********** has made contact with this resident to discuss 3 separate options available in her unique situation. The resident is encouraged to reach out to the office directly with any further questions and they would be glad to assist.

*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. ↩