ComplaintsforClarion Management Inc

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to view an apt ,had been in contact w/the apt for 2 wks straight i applied,put a sec.deposit down for the apt as there was only 1 qty 1 bedroom and a 2bd that would become available at a future date.i had been having issues finishing my application as my bank wasn't linking. I had received an email about the discrepancy that morning,so I finally went to the bank ,got official statements,went over to the apt same day but un announced because I had a local errand.upon arrival.there was a lady parked nxt to me I asked do uknw if ther on lunch she stated no there showing my partner the apt upstairs and pointed to the one I had applied for put the sec.deposit for.and was dropping off the papers for I walked over sat at the front door when the representative wlkd down the stairs and came with the other person she looked at me turned wlkd away and began whispering to the lady she was with didn't speak to me.came back about10mins later from standing few places away. She wlkd in to the door the same lady &said can I help u sternly I said yes hello ru ******* I'm jasmine we spoke this morning&have been in contact for 2wks nw she goes oh,&her expression went plain come in im almost done,she finished givn the same Apts info to the lady as I could hear the details then waved me ovr to finish my banking info for the same place.few mins goes by about 5&a tenant wlks in w complaints& says dnt move here new management is horrible.******* stopped tlkn to me .began helping her w her issue &disregarded my process (mid)filling out,so I got up aftr 20mins ,said may I use the bathrm thinking I cnt believe this let me give her time, I sat a total of an hr and half at the facility waiting outside and inside while this is all going on inside for the hr duration,she told me evn w bank info is official still go bk on nova and link a new seperate bank iwas no longer using.nvr received new link2,3days later.such a waste of time ,I'd like a full refund even app fee please/thanku$208.95

  

  Business response

  09/30/2024

  Thank you for bringing your concerns to our attention. We have received your BBB complaint regarding your recent application at Aspire Redlands and are currently reviewing the matter. We appreciate your patience as we work to address your concerns.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid a $150 deposit online to hold an apartment and it has not been returned.

  

  Business response

  09/30/2024

  Thank you for bringing your concerns to our attention. We have received your BBB complaint regarding your recent application at Avante Apartments and are currently reviewing the matter. In the meantime, please feel free to contact our leasing office directly at **************, and our team will be happy to assist you further.
  

  We appreciate your patience as we work to address your concerns.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE SEE CUSTOMER REVIEW(S) REGARDING FRAUD, UNFAIR BUSINESS PRACTICES, RETALIATION, WHISTLEBLOWER, DISCRIMINATION AGAINST **** EXPLOITATION OF EVIDENCE.

  

  Business response

  06/28/2024

  Hi ******, 
  
  We hope this message finds you well. We are writing to address the recent concerns you brought to our attention and to clarify the situation regarding your lease renewal and subsequent interactions.

  On February 21, 2024, you visited the leasing office requesting a renewal offer. Our community manager ***** explained that renewal offers must be approved by the Regional Manager and assured you that she would request to have you included in the next round of renewal offers. You mentioned that you were hoping for a lower rate than your current rent, and ***** informed you that there would be an increase rather than a decrease.

  Once approval was received, we sent you a renewal offer for 12 months at $2,900.00, or the option to go month-to-month at the same rate. Your current rent at the time was $2,765.00. We understand that you were upset and disagreed with the offered rates. Despite extending the offer for a few additional days, the renewal offer was not selected by the expiration date, resulting in your lease being converted to a month-to-month basis.

  Regarding the late fee charged in April 2024, it was due to a reported lost or stolen card set up for autopay, which prevented the payment from processing. This issue was not related to any system error with the resident portal.

  It has also been brought to our attention that there were instances of rude and aggressive behavior displayed towards management in the leasing office. As advised by our legal team, we request that all future communication be conducted in writing or via email to ensure a more constructive and respectful dialogue.

  We understand that this situation has been frustrating, and we are committed to resolving your concerns. If you have any further questions or require additional assistance, please do not hesitate to reach out to us via email or written communication.

  Thank you for your attention to this matter.

  Customer response

  06/28/2024

  I had an in-office appt last week with ******** & ***** regarding these claims. I have copies of ALL correspondences attempting to contact the leasing office, including your office, for YEARS. I provided them to ******** on 5/30 via email, & had not discussed anything until last week. Please note, there are numerous reports that include ADA *************** ******** Violence *************** Failure to Accommodate, unfair business practices, fraud, unsafe living conditions, tampering with client ledgers, spoliation of evidence, retaliation, etc.

  To add, I overheard the other day while walking my dogs, while ***** and who I am assuming are the owners of the property were out on the property, mention plans of selling. I would only hope these issues, that your company is liable for, are resolved prior to another company taking on this investment. It is only ethical to do so, in my opinion. 

  In addition, as a bond resident (prior to your company losing the credit due to noncompliance) my rent was incredibly over the Fair Market city limits.

  Moreover, as a previous FPI employee, Im in disbelief that I have more up to date records than the property does. My most recent lease was executed in 2022, in which the property did not have record of & CONTINUES to reference 2019.  

  To conclude, I have provided NUMEROUS copies of my name change from 2021 of my ID, marriage license, renters insurance, etc. TO DATE, all correspondences/notices are DEFECTIVE & DISRESPECTFUL due to your property REFUSING to refer to me as the incorrect alias. Looking forward to a swift resolution. Thanks!

  

  Business response

  07/15/2024

  Hi ******, 

  We regret to hear about the issues you've experienced, as our aim is to ensure every resident enjoys an outstanding living experience alongside high-quality customer service. Our office has been in touch with you, as you mentioned, and we are committed to resolving all outstanding matters.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am highly disappointed with the service at ************************** in ******** **. I was very happy last year when I signed the lease. But about 4 months ago everything changed. The Maintenance customer service needs to be more professional as well as the front office seems to have changed. They use to answer emails and phone calls. Now I have to call or email multiple times to get a hold of someone. There is assigned parking and my Mom has not been able to find parking for about the last 4 months due to cars without parking permits parking in the spots. I reported this to the office today around 3pm and the Lady who answered said " no one else is complaining and yes report it to the BBB". I have to live here 1 more year and I can't wait to move. Also I called their patrol number and the Lady who answered sounded drunk and said " yes security comes around" when I asked when she could not tell me. I am very disappointed with these Apartments now and wish I could move out today. Also every other month the water gets shut off. This is unacceptable. I hope I can speak with someone who cares.

  

  Business response

  05/28/2024

  Hello *****,

  We would like to apologize for any inconvenience you have experienced at **************************, we strive to provide the best living experience for all our residents, and your feedback is essential in helping us achieve this goal. We have reached out to the community manager to inform her of your concerns and rest assured she is working diligently to address them. She notified us that she reached out to you today, Tuesday 05/282024 and left you a Voicemail to schedule an in-person appointment to meet with her to further discuss the parking concerns. 

  We understand your frustration with the recent water shut-off.Unfortunately, when a main line is affected, the entire community is impacted during repairs. We strive to notify residents as soon as we learn of such issues and complete repairs quickly to minimize disruptions.

  Once again, we apologize for the inconvenience, and I appreciate your patience as we work to address this matter. Thank you for bringing this to our attention.

  Customer response

  07/01/2024

  Things are not better yet in the apartments. Even more white vans illegally parked and Cars without Residental stickers.
  Please reopen my ticket to complain to the cooperation. I will also be contacting them via LinkedIn.

  

  Business response

  07/15/2024

  Hi *****,

  
  As weve previously discussed, open parking spaces are not reserved or guaranteed. While we do take measures to create a safe environment for all, please understand that safety is not something we can ever fully guarantee. Finally, we do plan to switch our current evening patrol vendor, with the anticipated start date being 8/1/2024.Hopefully these actions will assist in alleviating your concerns. If you have any further questions or concerns, please feel free to reach out to the office directly.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved out of ************ apartments (*************************************************************************) on February 8th, 2024, and have yet to receive my deposit back. It has been over 30 days, and there has been no communication by management about where my check is.

  

  Business response

  04/08/2024

  Hello *********,

  We mailed out the disposition of security deposit via US *************** along with your refund check. We are sorry to hear you have not received your refund check, we will work diligently to ensure the check is re-issued and will contact you to ensure we have the correct forwarding address on file. We apologize for any inconvenience this has caused. 

  Customer response

  04/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  D'*****************************
  
   
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Most recent issue (07/26) is Clarion not providing me with the ability to see my trash bill is accurate. Instead, they want me to contact a shady, third - party provider with no working email or phone number.History of incorrect billing prior:09/01- overcharged rent. Informed Clarion. ****************** correctly did the math and promised remedy.09/30- still overcharged rent. Reached to ****************** and got reply from ******************** wrongly claiming the overcharge was fix and credited. Eventually Fixed.June 2023 - received a release renewal solicitation stating that it was for me and "all other residents" of my apartment. I am the only resident of my apartment. Emailed Clarion about trash fee calculations and ************** stated that I am the only one on the lease and that the trash fee is calculated as "Allocation based on a combination of square footage of the Leased Premises and the number of occupants residing in the Leased Premises.Current issue:07/26- received latest bill from Clarion's chosen third-party billing service ("Comunify") with invoice that charge me double the agreed upon rent and included a trash fee that represented about a 30% increase over the prior 9 months despite the square footage and number of occupants of the leased premises remaining static. Reached out to Clarion for explanation. **************** explained the double rent as a billing error. Repeat the vague answer of trash billing. Instead, provide a defunct phone number and email for contacting Comunify. Informed Clarion of the issue.07/27- Clarion provided another defunct phone number for Comunify. I elevate the issue and specifically ask them to contact corporate for corporate's version of bill.07/28/- ******************** emails me and still insists that I need to go through Clarion despite no useable contact info.I do not know why Clarion believes their choice to contract a third party absolves them of the responsibility to show me the trash bill when I exercise my right to see the bill

  

  Business response

  08/14/2023

  A message was sent directly to consumer from the 3rd party billing company Comunify. The emailed stated that was sent to the resident is below:

   

  Exact breakdown of his *****2023 trash calculation, see the message below,

  
  Hi ******,
  
  Sorry this took a while, but we received the breakdown today:
  
  The total trash bill for *************************** was: $8,488.61
  
  Square Footage (sqft) Methodology 
  49.5% of total bill: $4,201.86
  Apartment 110 sqft: 926
  Total sqft: 192,452
  Apartment 110 sqft% of total: 0.48%
  Apartment sqft methodology trash total: $20.22
  
  Occupancy Methodology 
  49.5% of total bill: $4,201.86
  Apartment 110 occupancy: 1
  Occupancy multiplier: 1
  Apartment 110 ratio value (occupancy multiplier * 30 days): 30
  Total ratio value: 9,060.7
  Apartment 110 occupancy% of total: 0.33%
  Apartment occupancy methodology trash total: $13.91
  
  Apartment 110 Trash Dues for ***** 2023
  Sqft: $20.22
  Occupancy: $13.91
  Total: $34.13

  Customer response

  08/14/2023

  I asked follow up questions which have not been answered

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a tenant at The Riverton of the High desert apartments for almost 6 years. I've made numerous complaints to the office about the kids in my complex damaging my car (which i filed a police report about), stealing bikes of my balcony, And repeated calls to security that was never here nor showed when called. In pervious years I have been late with rent a few times but only when my wife was in between jobs. But the second year they took access to pay by my bank account which hurts with paying rent. They want us as tenants to pay fees in order to pay rent ( fees for cashier check, WIP or even debit card). When I spoke with ******* the manager, she advised me that corporate will call me, like she told me the all the other times I made complaints but still no call. This is horrible customer service and if this is your way of showing your tenants that they come first, you guys are not doing a good job. I'm at the point to where I rather move than continue to be ignored and not heard. Please can someone call and resolve these matters I have

  

  Business response

  06/10/2024

  Dear ****,

  We thank you for bringing these items to our attention.While the fee to pay with a bank account is a $0.95 fee, we understand how this can be frustrating. It is the least of the fees compared to paying with other avenues. In response to the vandalism and theft that you have experienced, we as the management company have provided measures related to safety with fencing, common area cameras, and after-hours courtesy patrol. As with any location, crime has no address and is most times unpredictable

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 22, 2023, we sent notice to the management via their online maintenance request portal, that our AC was not cooling our apartment. Nothing happened. We followed up with them the following Tuesday by phone and by an office visitation where staff told us that we had to wait due to the number of people with an issue. We heard nothing for a few days and then filed another maintenance request online, now April 27th. We then called the office on Friday to hear from staff that they new nothing about our request (even though we had called before and gone in) but would send a message to maintenance come by. Cut to us calling, going into the office and filing another request on May 9th. Nothing happened, no one came and we had no movement on the issue. Meanwhile it is summer and it's getting hotter. We can't sleep, we can't do laundry (both because the machines here are always broken and never fixed and because it's far too hot with no ability to escape the heat), and cooking anything is a nightmare when our kitchen has no ventilation. Because we live on the second floor, it is about 5 to 10 degrees hotter inside than outside. It is now May 15. We have called the office every day to get any movement on the issue and our AC is still broken. We keep getting the run around. It is now in the mid 90s outside and getting hotter. The office never knows what's going on apparently and doesn't seem to have working computers so they can't look up our request in their system. They just tell us that they will get someone to work on it. This is by far the worst management we have had at our appointment complex. The last one fixed our AC during covid lockdown in about three hours after putting in a request and calling the office. We are just at our limit. We feel sick every day now and cannot sleep. Our furniture is soaked in sweat and we cannot cook food for fear it will heat our apartment more. They are raising our rent 10% but can't manage to fix our AC.

  

  Business response

  01/30/2024

  Hello,

  Our records indicate the workorder was closed out and the ** unit was replaced om June 7, 2023.

  Please reach out to the property office if you have any questions. 

  Thank you, 

  Clarion Management, Inc

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We move in on august 25,2022 and we e plain to the lady ***** A that we were victim of a hate crime where we use to live and wanted to find a place that was safe . Which she said its safe . She showed us camera around the apartment which she stated worked and later found out didnt. We requested no pool area but she showed us a model and d later Stated she had the perfect apartment for us which was where we didnt want to but we didnt have a choice because we had to move and we didnt have more time to wait so we took it. After moving in we had a lot of things wrong on the water conditioning was leaking etc. then she and I giving us the packet on a **** move-in that shows if we want to Wi-Fi we could get it but instead of her giving us decision to do it ourselves she decide to give our personal private information to some lady named GG who called me I talk to the management about this because at the same time we came home one day and our door was unlocked and I and I was never answered to the fact whether or not someone was in our apartment and we have been noticing strange things within apartments so we dont know if theyre maintenance or the management team before the lady *** which is now the community manager we didnt know if they were doing sneaky things before she came in but the fact that she gave out personal information was a violation of our rights in abolishing of housing and I understand that they said they talk to her but she should be fired because *** talked to other new residents that have moved in a little after me and have said the same darn thing this lady was making money off residence and I dont think she understands that its illegal to do what shes doing and I think the company was a unprofessional by allowing her to keep her job. I did request a letter that if when we find a place which we shouldnt have to go through finding a place because of rights was violated that we have to find a place which took us many months to find a place to live and were still searching for a decent place now I dont think we should have to move I think that they need to either move this lady to another apartment but move her out of where we are at at the moment because there is no trust with maintenance or anyone. My question still was an ask who went through our home when we were gone and the other thing the lock is fishy on the door yes they tried to fix it but its the same darn thing I put a ring doorbell on and someone tried to take it off so my question is why is our home being targeted do you know I know they have a camera facing my door but it was the point if it doesnt work to ensure our safety here. I have lost trust in everything she told us we had a parking space for two cars then lied about it sent out community letter and stated we had 24 hr to move our car where she told us to park. And now we are afraid that we are being retaliated against . My husband is diabetic and its unfair we had to save money my to move and now have to move again and we pay our ********* before the due date. The regional manger couldnt email me the letter to avoid fees he had the lady *** do it . I feel that this is a lack of professional people here and the community manager *** was thrown in the middle and the regional should have done something . Our life was is still in danger a. A CASE was file with *** AND I LET ***** KNOW BUT THE **** THAT SHE SAID If anyone comes to your house looking for you Im appointing right to your house I thought that was very disrespectful and at this moment like I said she retaliate against us regardless if they said they sent out a community message theyve had me remove my plants I did a lot of the people have not weve done everything that we were supposed to do and at this moment I feel that theres no trust here and we just cant get up and move because we dont have the money we gave them all our money my concern is they should remove her from here. And ensure there are working camera to be sure the safety of their residents. Because what I told them when she told me oh youre in the perfect place I can see you from my office I can see you from my house thats an alarming message to me to why is it important for her to see me and my husband from her home and from her office but when things are going around my home they turn off all the lights we stay finally turn off turn on the lights but theres something about this lady ***** that I dont trust I really dont and she have made a point to us that we cant trust her by giving out a private information to people that we dont even know without our permission. I personally would like to buy new keys to our door to ensure no one else have a copy and let the manager *** hold on to them and maintenance would have to request from the community manager to enter our home only when we are there

  

  Business response

  11/28/2022

  Good afternoon,

  We are sorry to hear your complaint and apologize for any inconvenience.  Please contact the community Manager to discuss any options or resolutions. Upper Management has been notified and will handle the issues within reason. We hope to resolve any complaints and look forward to working towards a satisfactory result.

*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. ↩