ComplaintsforMill House Properties, LLC

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I moved out of Millhouse Properties on July 31st and returned keys to them. Under North Carolina law, they have 30 days to return my security deposit or provide an interim accounting if they keep it longer. I called on the 30th day and was told that checks were going out today and lots of people had called to ask about their deposits. Later that evening I got an email with “interim accounting” that simply stated “TBD” next to every single column and gave me no information of why my money was being withheld for longer. When I reached out and stated I was unhappy with the interim accounting because it told me nothing about why my money was being withheld I was met with a rude response from the Millhouse representative who gave me no more information. I would have been happy to wait for my money if I knew why it was being withheld but at this point their work seems sloppy and they had all month to return multiple people security deposits and they failed to do so and it appears they simply sent out these “accounting” emails with no actual information just to comply with the law. Further, I know that new tenants moved into my old apartment 7 days after I moved out so they had time to check the apartment and then 7 days after the new tenants had to submit a move in form pointing out any damages. Therefore, Millhouse should’ve known by at least the 14th of August what potential claims they had against my security deposit and could have informed me but instead chose to be rude. I have documentation of all of these interactions including where they gave me no actual interim accounting that they legally needed to.

  

  Business response

  09/12/2022

  As the complaint states, we have 30 days to refund a security deposit or provide an interim accounting notifying a tenant that we will need more time. On 7/30/22 our Finance Manager, **** ******, sent an email to the tenants indicating that we needed more time to refund the deposit. I have attached that letter for your review. The tenant reached out to Ms. ****** and I have attached Ms. ******’s response that clarified why we needed more time.

  
  July is one of our biggest move out months and therefore we have a high volume of security deposits to return. We asked for more time to ensure invoices had come back from vendors.

  
  The deposit was refunded back to the tenants on 9/7/2022 and you can see the full disposition letter that notes the charges attached.
  This process is one we take seriously and we followed our protocol. We were not rude or sloppy throughout the process or in our interactions with the tenant.

  
  To clarify, the chain of emails including our interim account, the tenant’s response, and Ms. ******’s response is attached as one file. The final disposition and letter are 2 additional files.

  
  Please let us know if you need anything further and we hope that this complaint can be closed out as the situation has been resolved.

  
  Best Wishes,
  ****** ******
  Property Manager
  Mill House Properties
  *******************************

  Customer response

  09/16/2022

  
  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. The money was returned. I still maintain that they were rude and did not provide satisfactory interim accounting by only putting TBD next to everything and only giving me more information after I reached out to them. But I got my money back so I am fine with marking this resolved. 
  
  Sincerely,
  
  ******* ***********

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