ComplaintsforBassham Properties

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have renters insurance and I am being charged $14.50 every month for not having renters insurance. The staff informed me that it would be corrected,but has not been done. This has been going on for three months. I have been over charged and paying it for three months.

  

  Business response

  10/02/2024

  We have an auto-enrollment program for our renters insurance.  You received an email at the time your lease started and it gave you 9 days to upload a copy of your third-party insurance policy to our partner for verification.  The email that you received would have come from Assurant.  They are the ones that handle all the renters insurance compliance for us.  You can reach out to them at ************************* and see if they are able to accept your policy information and apply a credit to your account.  This is also explained in the renters insurance addendums that you signed as part of your lease contract.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Application states one can proceed without a SSN and it is not required for approval.My Application was denied for lack of SSN. I told them that their application states that I can proceed without one. they said no that they have to have it and their is no other way to process my application. if that is the case how can they have an option on their application to proceed with out it. Their application should clearly state that an application can not proceed or be approved without a SSN, witch there is nothing like that on it. Even their renters criteria states SSN or other Government ID. but I was emailed stating they need a copy or I would be denied.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AFTER WE MOVED OUT, THEY CHARGED US "CARPET REPLACEMENT FEES" EVEN THOUGH THE CARPET WAS IN PERFECT CONDITION. IT JUST NEEDED TO BE WASHED. WE NEVER USED SHOES OR HAD ANIMALS INSIDE THE HOUSE. THEY SENT US AN EMAIL COLLECTING THE FUNDS FOR THE CARPET REPLACEMENT ON JULY 15, 2024. THE LETTER WAS ISSUED ON JULY 2ND WHICH SEEMD WEIRD BUT WE DIDNT PAID IMPORTANCE TO IT. THE LETTER STATED WE HAD TO PAY OR OTHERWISE WE WERE GOING TO BE SENT TO COLLECTIONS. WE TALKED TO THEM ABOUT IT AND AFTER THEM INSISTING "IT HAD TO BE PAID" WE AGREED TO PAY ONE WEEK FROM THAT DAY. ON JULY 22ND,2024 MEANING TODAY, WE WENT TO PAY WITH A CASHIERS CHECK FOR THEM TO TELL US "WE ALREADY SENT YOU YO COLLECTIONS". AFTER ASKING WHY AND MENTIONING TO THEM WE HAD ONLY HAD THE LETTER FOR ONE WEEK THE SAID "IT WAS A SYSTEM ERROR" WE ASKED TO SPEAK WITH A MANAGER BUT THE MANAGER NEVER CAME. THEY MENTIONED THEY WERE GOING TO TRY TO REVERSE IT AND JUST KEPT SAYING"IT WAS A SYSTEM ERROR". WE ASKED ABOUT WHY WE RECIEVED THE LETTER ALMOST 15 LATER THAT WHEN WAS ISSUED AND THE HAD NO ANSWER FOR THAT. SUBMITTING THIS SINCE THE TREATMENT AND WAY OF HABDLING THE SITUATION WAS REALLY UNPROFESSIONAL. THEY ARE AFFECTING PEOPLES LIVES AND THEY DON'T EVEN CARE, MANAGER WOULDN'T EVEN COME OUT TO TALK TO US.

  

  Business response

  07/24/2024

  Thank you for sharing your experience and concerns with us. We apologize for any undue stress that was caused. 
  
  Our records indicate that your account was never placed with the collection agency and that you made your payment to the office which has been processed. Your account has been satisfied and there is no remaining balance. We have also included your move out inspection which clearly shows the referenced damages on the carpet causing the need for replacement. 
  
  We hope this clears up any remaining confusion. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted a notice to vacate form to Sonterra signed by myself and my roommate on April 13, 2024 for 60 days notice to move out on June 13, 2024. The office returned the attachment acknowledging receipt but denied approval. The lease ends May 6, 2024 and I would like to know why it's not approved and what steps need to be taken to resolve the matter ASAP. I tried calling the office and no one answered. I Left a message as well as emailed the property manager. Please help resolve this issue.

  

  Business response

  04/17/2024

  Thank you for reaching out to us with your concerns. We apologize for any confusion surrounding your notice to vacate. We appreciate your residency at ********. The office checks the box on the notice stating that the notice has been received and will be used for purposes of reletting the dwelling but that you are not released from contract liability.This is because you are still under contract until the 60 days is up and you have relinquished possession of your dwelling. Once the 60 day requirement is completed and possession has been released, the contract terms will have been completed and there will be no more liability. We understand how this can be confusing and we are sorry that you were not able to get ahold of the on-site office to get this explanation. 
  
  Please let us know if you have any questions or concerns. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6, 2023, I along with my family moved into ***********************, Unit 414, managed by Bassham Properties. Upon signing the lease agreement, the designated security deposit amount was clearly stated as $250.However, during the move-in process, I was charged a security deposit of $2,216, significantly exceeding the amount agreed upon in the signed lease.Attempts to Resolve:On July 28, 2023, I contacted the Ventana Oaks leasing office, requesting them to honor the deposit amount specified in the lease contract. They directed me to contact their corporate office, Bassham Properties.I sent a follow-up email on the same date to both ********************** manager ******* and Bassham Properties, outlining the discrepancy.On August 8, 2023, I received confirmation emails from both parties acknowledging the error and stating they would rectify the issue by adjusting the deposit amount to $250. They also mentioned involving the onsite team for the correction.Despite these assurances, upon inquiring with the leasing office again, I discovered the adjustment had not been made. I then communicated with the community manager ******* via email on to highlight the ongoing issue. ******* confirmed she would address it.I followed up in person at the leasing office later and received further assurances that the matter would be resolved.As of today, seven months after the initial discrepancy and multiple attempts at rectification, I have not received a refund for the difference in the security deposit (approximately $1,966).This error has caused significant financial inconvenience for my family.I sent out an email to Bassham properties and Ventana oaks manager to refund my deposit and Given the significant delay in returning my rightful security deposit, I request a corresponding adjustment to my lease end date.I dont see any response so far on my request

  

  Business response

  04/09/2024

  Good afternoon,

  We understand your request and we apologize for any confusion or inconvenience surrounding the additional deposit on the initial lease term. However, as we have already explained, we cannot adjust your lease end because of this. We are bound to the contract just as you. 

  Customer response

  04/09/2024

  Dear Bassham Properties,
  
  I'm disappointed that the process took seven months to refund my security deposit, causing significant financial hardship.
  
  While I appreciate your position regarding the lease end date, adhering to the original agreement no longer reflects the situation fairly. The extended delay in returning my rightful security deposit remains a significant breach of the lease agreement and Texas Property Code Section 92.106.
  
  Considering the inconvenience I've faced, I'd like to reiterate my request for a revised lease end date.
  
  I'm open to discussing a mutually beneficial solution. Perhaps we could agree on an end date somewhere between the originally agreed-upon date of July 5th, 2024, and my proposed end of May 2024.

  

  Business response

  04/10/2024

  There was a credit made to your ledger in the amount of $1,966, which was the additional deposit amount collected at the time of move in.  The $250 deposit paid at the time of application is reflected correctly on your lease and will remain as security deposit until the time of move out.  This credit was applied on 4/2/2024 as you were told in previous emails.

  Out position on the lease end date has not and will not change.  We have done all that we have told you will do.

  Customer response

  04/11/2024

  Youn guys have illegally held my deposit of 1966$ for 9 months. What is the compensation you offer for the delay in crediting my deposit back to my account?

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I lived at the Verandah from September of 2021 to November 18th of 2023. Throughout our time as tenants at this location, we dealt with less than par conditions, which isnt even the issue.Over the summer we were told we would not be offered a lease renewal due to late payments on several occasions because of a roommate situation. One day in October 2023 I had noticed that the Verandah had uploaded a lease renewal to our tenant portal (with no other communications). I promptly called and emailed the office that we were planning to move out of state. This took place on 10/3/2023. I was called shortly after by an office staff member who said that she will take note of our non renewal notice, and told me there was nothing else I had to do on our end.November 18th 2023- our move out date had arrived and upon returning the keys to the office we were met with confusion as to where our non renewal notice was. I informed them about the convo I had with the office staff and they told me they would iron out the situation l. ( I believe the ladies we spoke to were ***** and *****). They seems upset with the staff for telling us that we wouldnt be able to renew. Mind you we had paid for the whole month of November and we were told we would be prorated from 11/18/23- the end of the month as we were not living there at that point. Since we moved out we have been passed around from person to person who told us our refund check would be coming soon. Last month I finally got in touch with the NEW management who said that since nothing was documented that they refuse to refund us what they owe. Now I am getting called from collections regarding another payment we somehow owe. I have a young family and feel as though the verandah has taken advantage of us based on our trusting nature. I have many friends in the complex who feel the same. I am seeking feedback on how to rectify this situation.

  

  Business response

  03/27/2024

  We apologize for any confusion surrounding your move out. 
  
  Upon reviewing your file, we can see that your notice was placed for 10/3/2024 when you email was sent, a 60 day written notice is required which ran you through 12/2/2023. We can see that you paid your November rent in full and had a zero balance. You had a $350 deposit on hand, the final utilities from 09/23/2024-11/18/2024 were taken out of this, as was the 2 days of rent for 12/1 and 12/2, as well as a charge to replace the carpet which was damaged at move out. We do show that a $233.41 balance was sent to collections. 
  
  We want to answer any remaining questions you may have.Please reach out to *************************, our Regional Property Manager, at ***************************. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My daughter ******, attending college in ****** *****, and her roommates recently moved out of their apartment. This was at The Verandah room 1937. I was acting as the guarantor and fourth member on the lease. They moved out on Jan. 8, 2024 and we became concerned when a month later we had not received our deposit. My daughter tried for several weeks to get answers through Verandah to no avail. So I got involved and tried contacting them as well about two weeks ago on March 1, 2024. Speaking with *****, he tried explaining to me that they had no address to send the deposit which is incorrect as we have the signed move out intent letter with such information (provided). He then sent me our move out statement on March 1, 2024, nearly two months after our move out. On it there was a carpet replacement fee for $798.07 (provided). I disputed that and asked why we were not given this information for two months when they took the money two days after we moved out. He said he would get back to me the next day which turned into another week. I again had to try and contact them once again as we seemed to continually get ignored. I then asked to talk to the manager *********************** on March 12, 2024. She again claimed they had no forwarding address, which is incorrect, yet never tried emailing or calling us to refund our deposit. I then disputed the carpet fee and wanted a detailed summary of what was replaced. She said the carpet had not been replaced but the fee was a wear and tear use fee calculated for future replacement, which is against State law. I then asked for our original move in papers that we marked such wear on the carpet before moving in. They somehow did not have that on file but the previous renters move out file they did have and she stated that it said the carpet was fine. This all became very suspicious to me and it seems they are taking advantage of out of ************* students. It is now over 60 days without resolution or deposit against *********** law.

  

  Business response

  03/19/2024

  We are very sorry for any confusion there may have been surrounding your daughter's move out. While we are not able to go into account specifics, we do show that a refund check was cut on 2/2/2024, within 30 days of the move out date of 1/8/2024. We do show that the check was mailed to the property due to a forwarding address not being entered into our system. We are not sure why this happened and we apologize for the error on our end. We are happy to re-issue the check for you. Is the address on the notice to vacate provided still the best one to send your refund to? 
  
  If you would like to discuss this in more detail please reach out to our regional property manager directly and she will be happy to assist you. Her name is ************************* and she can be reached at ****************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name is *******, I feel bad about the way they are treating me at the property 150 ***************************** ** ***** Fairways star ranch it is the last month of my contract, I have already made my corresponding payment and a week later they call me from the office that They were wrong that I had to pay more money, I told them that they were going to operate on me and that they would let me stay until the day I had payment, which was exactly 4 days apart, I paid until the 24th and my departure date is the 28th. , Miss told me she would take it from my deposit, I told them no, my deposit is only for defects in my apartment, which by the way it doesn't have. I ask you to help me and I am a tenant who has never had problems or complaints from neighbors, my payments have always been up to date and they have not been fair with my money and my current health situation my number ********** please. I need you to call me. I feel bad about this situation. I only ask to leave 4 days before so as not to have to pay I planned my surgery because I didn't count on this office error.

  

  Business response

  11/16/2023

  All resident correspondence is through email only. It is done this way so that everything is documented and there are no misunderstandings.
  
  After reviewing your file, we discovered that you were given the incorrect prorate amount. The community manager called you and apologized for the error. Unfortunately,mistakes happen, and we are sorry for the inconvenience this has caused you.
  
  The lease contract ends on November 28, 2023. You are financially responsible through the end date even if you move out early. The remaining balance of $472.07 is due now. If payment is not made prior to moving out it will be deducted from the security deposit along with the final utilities and any cleaning or damage charges in accordance with paragraph 5 of the lease contract.
  
  We thank you in advance for your understanding and cooperation in this matter.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Verandah Apartments run by Bassham Properties had lost our move out notice delivered in hand to their front office employee. Claimed that we never turned in a notice and charged us 2 additional months of rent. According to our lease, we supplied the proper notice, verified with the front desk worker if there was anything else we needed to complete and she told us we were completely good to go. A month later we get charged for 2 additional months of rent claiming we didnt give them correct notice.Upon move out, they charge us for a complete carpet cleaning and install/replacement. I have video footage of the apartment upon move out and there is no such need for this service. We are being taken advantage of. They successfully pulled an additional $1,800+ out of us by claiming we did not give proper notice. Lawyers were willing to fight it but with the charge so similar to lawyers fees, they recommended simply paying it to avoid a lengthy legal process. Now they have incorrectly charged us for a carpet replacement and are seeking an additional $600 out of. Their financial statements are all immensely confusing with various charges and chargebacks included with absolutely no explanation for the charges. This business is ripping people off left and right. There have been numerous complaints from tenants in the community.

  

  Business response

  11/17/2023

  We are sorry for any confusion regarding your move out terms. 
  
  We do require move out notice in writing, we use the *** notice to vacate from for all notices. This form has a receipt that is given back to the resident so they can have documented proof of the notice being received. 
  
  We process all move outs in the exact same way. Once the resident moves out, a manager walks the unit and documents this on an inspection with photos. We the get a bid for the carpet from our carpet cleaning company and follow their recommendations. The assistant manager then puts everything together and finalizes all charges. This is what was done with your unit. The assistant manager has provided you with a bid from the carpet cleaning company recommending a replacement as well as a breakdown of your final charges. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an apartment from Canyon Apartments in ********** *****. This was my second apartment at this complex. I originally moved in 8/2019. When I downsized from my 3 bedroom to a 1 bedroom I received my entire deposit back because I left that apartment emaculate. Now when I move into a 1 bedroom now I have roaches, no they were already there when I moved in. I lived in the 1 bedroom apartment for 2 years. The first year and a half I battled a ***** problem. I constantly reported the problem and they would send out pest control to treat the issue, so I know there is a record of that in your system. The guy told me that they had to be coming from an apartment next to me, which I believed that. *** never had roaches in my life. Late last year 12/2022 or early this year 01/2023 the neighbors did move out and my issue was resolved I didnt have to call anymore. I ended my lease in 10/2023 and moved out. Cleaned the apartment and I have pictures to prove it. I was charges and additional ****** for pest control when I no longer had an issue which wasnt my issue to begin with. On top of all of that I paid a pest control fee monthly with my rent. Why am I being charged an additional fee is insane to me. I would like this fee removed because it is unwarranted and unfair.Thats double charging me for a pest control fee for something youll should be doing anyway when every tenant moves out of an apartment anyway. Ive spoken to the people in the front office which never gets back to your concerns so now I have no choice but to take this to a higher level. I hope youll look into this and do what is right to do in this matter. Thank you!

  

  Business response

  10/24/2023

  ********,
  
  Thank you for reaching out to us and allowing us time to research this for you.  We can confirm you reported an issue with pest control in May of 2022.  The move-out pictures show signs of dead pests.  We will remove the $135 charge from your account and send you an updated statement.

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