ComplaintsforNorthgreen at Carrollwood

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 11, 2023 I moved out of apt I was renting from above rental company since my lease ended. A money order was made from **** to cover my last rent. Money order was given to a gentleman named German at rental office. Money order handed over to German at above date which he signed and dated on copy giving to me as proof of payment. Back in October 2023 I received a letter from a collection agency stating I owed Northgreen at Carrollwood/Inland $561.13 for non payment of my last rent. I called the collection company and was told I owed said amount. I went to the rental office and spoke to the property manager with my proof of payment and was told he will look into it and will be emailed or call me when he looks into the issue. Weeks past I reached out to them and was told they were looking into it. Months passed and still. I received a settlement letter once again from collection to pay less. I went back to the office and was told once again they will look into the matter. On June 25, 2024 I called the office once again and spoke to ***************************** the assistant manager to see what was happening. His response was that the people he needed to talk to were on vacation. I asked ***************************** if i should just go to court and see what could be done his response was "DO WHAT YOU GOTTA DO". I have yet to hear from anyone from the office. I explained to them that why I am the one liable for their negligence if payment was made their employee took my payment and i am the one with a negative collection on my credit file. The money order was bought for $811.94 which collection has me at a balance of $561.13 which as per the office my $250 deposit was deducted from the money order amount that i paid. Which i never got back my $250 deposit made for my lease. The property manager and the assistant manager both made copies of my paperwork as proof. I also need to get my deposit money back which i never received.

  Business response

  07/29/2024

  Good day,

  It is documented that payment was received by German (via a copy of the money order and his signature), however, the payment was never scanned in office.

  A scan was done for the serial number on the money ***************** and nothing has come back that confirmed that the check had indeed been missing or misplaced.

  In response to possibly going through the court system for the correction, the resident was advised to not change the avenue of which they would like to handle the situation.

  This money order will need to be reissued to the resident from the issuer as they will be able to pull information and confirm to whether the money order had been cashed already or it can be reissued for payment.

  We apologize for the confusion and frustration of this issue.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Northgreen at Carrollwood apartment complex regarding ongoing and unresolved issues with my air conditioning unit and the inadequate response and service provided by the maintenance and management staff. May 3, 2024:Initial complaint about non-functional air conditioning.Follow-up call to ensure work order acknowledgment.Issue addressed three days later, with temperatures averaging 76 degrees in the mornings and taking excessively long to cool down.May 17, 2024:Second work order placed due to ongoing AC issues.Follow-up call required as the office did not initially see the work order.Maintenance technician identified the need for freon gas but was not licensed to handle it; instructed to wait until Monday.May 20, 2024:Waited for a licensed technician; had to call around 1 or 2 PM to prompt action.Maintenance team overcharged the system, resulting in higher temperatures (***** degrees in the morning, ***** degrees during the day).Informed that the compressor was broken and the part was ordered that day, with an expected arrival on May 21 or May 22.Provided with a poorly installed portable AC unit, which made the apartment hotter.May *****, 2024:Continued high temperatures (***** degrees outside).Made numerous calls (12+ daily) seeking updates, with inconsistent and unhelpful responses.Repeatedly instructed to "just deal with it" with no timeline for the part arrival.Was told I was lucky to have a portable AC unit; learned there were only four units for the entire complex.May 28, 2024:Reached out for a formal conversation; outlined communication failures and ongoing issues.Management became defensive, stating, "It is not your business about the other tenants" and "not to question their business's budget."Expressed concerns about health and safety due to the extreme heat.

  Business response

  06/06/2024

  We take these matters seriously and have taken steps to ensure they are resolved satisfactorily.
  

  First reports of ** issues are handled in-house with our maintenance team and promptly. ** issues become an emergency according to Inland policy if above 80 degrees.

  As the ** is a new install and within warranty, maintenance is advised to contact our vendor who installed and do a service to that specific ** unit if anything comes array. In this case, the compressor shorted, in which our maintenance supervisor ordered the part same day and contacted our vendor to schedule the service repair.

  While waiting on the service call to be completed, our techs did what they are able to do, which is charge the system, provide a portable ** unit, and maintain the system itself without touching or altering the unit as that would void warranty on the new unit.

  The service call was completed May 31st.

  Per the lease, page 11 sec 27, "we will act with diligence to make repairs. Rent will not ***** in whole or in part". 

  We thank you kindly for your patience and thank you for your residency here at Northgreen!

  Customer response

  06/07/2024

   
  Complaint: 21770308
  
  Thank you for your response. While I appreciate the update regarding the service completion on May 31st, I must express that the measures taken and the overall handling of this situation have been far from satisfactory. The response fails to address the core issues I raised, particularly the repeated delays and the lack of effective communication and accountability from the management team. I must respectfully reject this response, as it does not adequately address the core issues nor reflect the gravity of the situation. Despite clear evidence of my apartment consistently reaching temperatures over 90 degrees, only minimal interventions were made, which maintenance acknowledged as ineffective. The assertion that the situation has been handled to the best of your ability is contradicted by the ongoing discomfort and the lack of proactive communication from your team. Notably, the project manager failed to return my calls and has not responded to my email from two weeks ago, which further exemplifies the lack of urgency and responsibility in managing this critical issue.

  
  Insufficient Actions and Unaddressed Concerns:
  Delayed and Ineffective Solutions: While the policy may define AC issues as an emergency only if temperatures exceed 80 degrees, the internal temperatures in my apartment consistently exceeded this threshold 24/7, reaching dangerous levels. Despite this, the response from the maintenance team, while well-intentioned, did not result in a livable environment. The portable AC unit provided was insufficient, and the interim solutions did not prevent the apartment from reaching temperatures that were unbearable and unsafe.

  
  Lack of Accountability and Transparency: The general statement regarding the ordering of parts and contacting vendors does not address the specific failures in handling my situation. There was a significant delay between the identification of the issue and the resolution, during which I received minimal support and information from the management. The communication regarding the ordering of the necessary part was significantly delayed and misleading. Despite my daily inquiries, management failed to confirm whether the part had been ordered, consistently responding that they would notify me once it had been placeda confirmation I never received. It was only after four days of persistent calling that the part was finally ordered. Additionally, I was initially informed that the repair would be completed within three days; however, I later discovered that the part had not been ordered at the time of that assurance, and management had not communicated this crucial delay to anyone involved.

  
  Financial and Personal Impact: The response overlooks the financial burden and personal discomfort I have endured, having to stay in a hotel to escape the heat, which clearly indicates that the situation was not handled as an emergency as it should have been based on your own policies. In response to the consistently high indoor temperatures, which often exceeded 90 degrees, I found it necessary to purchase an additional portable AC unit and a dehumidifier. Such sustained high temperatures pose a significant risk of property damage, including the potential for mold growth due to excess humidity and the spoilage of perishable foods stored in the pantry. These measures were essential to mitigate immediate risks to my property and to attempt to maintain a basic level of habitability in my apartment under challenging conditions. I ensured I did the right thing as a tenant EVEN though I was receiving no assistance from management and instead of offering compensation or further assistance, management deemed the issue resolved, ignoring the fact that their actionsor lack thereofdid not effectively address the persistent high temperatures and discomfort. Maintenance also came and noted it was still ***** degrees in the apartment with 2 portable AC machines now. This was clearly an issue and I stayed at the hotel due to some personal health concerns related to the excessive heat. 

  
  Documentation Request Ignored: Furthermore, my request for access to the office's policies, procedures, and other relevant documents was not acknowledged. Transparency in these matters is crucial and I reiterate my request for these documents to understand the framework within which decisions regarding my living conditions are made. I am increasingly concerned that pertinent documents, such as the office's policies and procedures, are being withheld or possibly even updated post-incident to absolve the management of liability. This suspicion is compounded by the inadequate handling of my complaints, demonstrated during two in-person meetings that resulted in no substantive action or resolution. During these meetings, management explicitly stated that no compensation was warranted, which I believe reflects a disregard for the severity of the issues and a failure to acknowledge their responsibility in the matter. Whenever management cited their policies or procedures as a rationale for their decisions, I requested copies of the relevant literature to verify and ensure transparency in their actions. Given that temperatures exceeding 80 degrees are classified as an emergency according to your own standards, I am confused and deeply concerned about why the situation in my apartment was not addressed with the urgency it clearly warranted. This discrepancy between stated policy and actual practice raises serious questions about the consistency and integrity of management's approach to tenant issues.

  
  Continued Requests for Action:
  Acknowledgment of Issues and Formal Apology: I seek a formal acknowledgment of the missteps in managing this issue and a sincere apology for the undue stress and discomfort it has caused.
  Compensation: Given the significant inconvenience and additional living expenses incurred, I request appropriate compensation. This should reflect the severity of the impact on my daily life and well-being.
  Documentation and Policy Review: I again request copies of all relevant management policies and procedures. It is vital that tenants are fully informed of their rights and the managements responsibilities.
  I hope that moving forward, more robust measures will be put in place to prevent such issues from recurring and that communication with tenants will be handled more effectively. I look forward to your prompt and detailed response addressing these points.
  Thank you for addressing these urgent matters.
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sign into an apartment lease and later found out that there is mold in my kitchen and closet ceiling. The mold was painted over and is now it is showing and spreading like crazy !! It hasrained several times and the property manager has done nothing to consider my health for my 6 year old daughter and myself. I've called several times but never heard from a manager. I only heard from maintenance who could not fix the problem. A few days later men are banging on the roof of the apartment for hours but nothing was fixed or done at all. Mold is still inside my apartment. I've attempted to call for resolution daily but no response at all. I can't continue to pay $1700+ for something that is considered hazardous and it's where I reside.

  Business response

  08/31/2022

  Business Response /* (1000, 10, 2022/08/23) */ We completely understand your frustration with this situation and the repairs that were needed. We were notified of the problem on the morning Friday, July 22, 2022 via voicemail. We immediately had our Maintenance Team go over to your apartment that morning to inspect the walls and start cleaning up the microbial growth with cleaning solutions and was advised there may be roof issue. Before 4pm on Friday, July 22th the roofers had already inspected the interior and the exterior and determined there were roof damage above that area that needed to be repaired. We attempted to reach out via phone on Monday, July 25th, 2022 and there was no answer so at 10:34am we emailed with an update regarding the repairs and what next steps would be taken. Then on Tuesday, July 26th, 2022 we again attempted to call the phone number on file and the number that a voice message was left from and left a voice message on both numbers and then emailed again on the same thread informing you that the roof had been completed and that the drywall would be next step. On Thursday July 28th, 2022 our drywall vendor was back in your apartment getting the drywall removed when he noticed that part of the affect area was still damp and as he cut away the drywall he noticed that a condensing line for the AC had condensation and dripping so he was not able to start the repairs. The vendor notified our Maintenance Team who immediately started working on the repairs. Due to the issues you had experienced we offered to have you (1) transfer to another similar floor plan and reducing the rent from the market rate down to your current rate without paying any additional transfer fees; (2) offered a rental concession for the two days that work could not be performed (Saturday and Sunday) if you wanted to stay in your current apartment; (3) lastly offered to let you out of the lease without any penalty (waiving termination fee) if no longer wanted desired to stay in the community. We want you be happy with the place you call home hence us offering several options for you. Our staff has worked very hard alongside professional roofers and licensed and insured vendors to have everything repaired in your apartment repaired. A lot of our timelines are dependent on the scheduling of our vendors. Within 7 days from the first time we notified of any issues we had completed repairs to the roof above your apartment and completed a AC repair that seemed to have contributed to the problem. Per your lease agreement on page 20 "Mold Information and Prevention Addendum" one of the first steps in correcting any issues is first notifying us. There has always been open line of communication on our end as to what we could do for you. At this point we are still waiting to hear back from you as to how you would like to proceed.

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