ComplaintsforARI Apartment Management Company

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im would like to submit a formal complaint against ******** at ********** in ****, **. I initially submitted a rental application on 10/3/2024 for a November 4th move-in date. I received a call from ***** ******* the leasing consultant, on November 4th advising to submit a copy of employment verification letter for the application to be approved. I advised that I will submit the email thread from the employer while I allow the employer to submit the *** copy via email. Once I received the email from the employer, I emailed the updated *** to the leasing consultant to process. I was advised that I would receive a decision by the end the of the day. I was happy when I received the email from the rental verification company that advised stated Congratulations, you have been approved. Then I received a follow-up email from the property manager ***** ***** and advised that I was denied for the same information I was informed that to provide from my employer. I thought it was very conflicting since I had just received the approval from LeasingDesk screening so I called the office for clarification. When I called the property manager was extremely rude and dismissive when I called to inform about the decision and hung up the phone. I want to be given a fair opportunity and this was very upsetting that I was judged before the application was processed.

  Business response

  11/08/2024

  Thank you for the opportunity to respond to this complaint.

  The applicant was unable to provide the necessary documents needed to complete his application. Because of the inability to verify his information, the 3rd-party screening service was unable to approve his application. We have communicated to him what documents he needs to present to continue his application process.

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

  Customer response

  11/08/2024

   I am rejecting this response because: I received notice that I was approved from ******** at ********** from the credit verification company. Once I called and informed corporate they advised they would re-open the application and they overturned the initial decision. Im currently logged into the renal portal also, which doesnt happen unless your application has been approved. Once they received my notice from the BBB my application was denied. 

   

  
  

  Business response

  11/12/2024

  He was not approved and the letter he received and shared confirms that.

  The letter says he passed his credit and criminal background checks, but there is more information needed to complete the application process. It also states that once that is verified, the team will inform them of the decision on their application. We never told him his application was approved.

  Inconsistent employment verification letters, each with varying formats and details
  He did not provide necessary financial documentation we requested

  These are significant factors in our application process.

  Thank you,
  ******

  
  

  Customer response

  11/19/2024

   I am rejecting this response because:  

  Hello,

   

  I would like to submit a request for full refund of all funds that were paid to the property. 

  Sent from my iPhone

  
  
  
  

  Business response

  11/26/2024

  Thank you for your feedback. We understand how important this process was for you and regret the outcome of your application. Our team worked diligently to assist, especially with the initial challenges in documentation, but we were ultimately unable to approve the application.
  
  The application fee covers the administrative costs incurred during processing, which is why it cannot be refunded, regardless of the result.
  
  We appreciate your understanding and are here to assist with any future questions or needs.

  Customer response

  11/26/2024

   I am rejecting this response because:
  
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First I want to say I apologize on my end deeply for trusting somebody of mines to pay my rent through my portal and was actually not doing it legitimately I was dating this man for months and didnt think he would put me in this predicament but he did and left me to clean it up but I am not complaining and not being rude at all just trying to pay my overdue balance on my rent but my landlords are giving me a hard time at this time . I have a overdue balance of ******* and I called my leasing office (Beckstone) to pay it they said they was going to call back (******) never called back so I called the portal people my self and talk to (******) and she said she will call in the morning to enable my portal for I can pay I dont know why they close it but I let them know I was going to pay whatever they need and I have the money but I need to pay my overdue balance now before they add both on my account and I wont be able to and thats frustrating. I have proof of me paying with my card and they make me feel like Im not worthy to pay my rent as if I dont have any money I didnt like how they was talking to me Im only ********************************************************************************* trouble with the law. Can somebody please reach out to me and help me please !! I just want to pay my rent for I can keep a place over me and my daughter head I dont have no where else to go and I really just frustrated with them trying to give me a hard time I didnt know what else to do I have evidence proving me calling them and all . They said a week ago they was gonna get back with me never did so I made it my business when I got paid to pay my overdue balance today but seen my portal was shutdown . Im ready when they are .

  Business response

  10/31/2024

  Thank you for allowing us the opportunity to respond.
  
  The charge from the card used to pay the rent in question was disputed, requiring the bank to investigate. We are not allowed by law to accept the rent payment since the cardholder disputed the charge as fraudulent. 
  
  Due to the numerous disputed card payments from this resident, the system will no longer allow payment by card, meaning they will need to use another method of payment going forward.

  Thank you, 

  ****** ********

  Director of Marketing
  Ari Apartment Management
  ***************************>**********, *******;27401

  
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please don't apply here, I applied here earlier in the year. Paid ***** for the application fee for myself and the other individual that was moving with me. They did not approve us for several reason and then I get a letter a in the mail saying I owe ******???? What the mess is that? Now you they have put these on all three of my credit report with recovery solutions. I was approved but the other person could not be ran because did not have a valid DL they kept the additional ***** for the application fee so who owes who. I will be disputing with your corportate office and the BBB. Tired of people stealing from the tenants and renters.

  Business response

  08/22/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the recent application fee and appreciate the opportunity to clarify the event.
  
  We have reviewed your application (together with applicant ***************************) for Apartment 1427 in May of this year. As you may recall, your initial application fee of $75 was returned due to insufficient funds. The application fee is required to cover the resident screening process, which is conducted regardless of whether the application is approved or denied. When we informed you that the application fee was returned, we also advised you that it would include an additional NSF fee (of $30, standard, totaling $105) and could eventually be sent to collections if left unpaid. Unfortunately, the application was denied due to the outstanding balance and lack of valid identification. We apologize for any inconvenience this may have caused.
  
  We value your feedback and are committed to resolving any issues promptly. If you have any further questions or concerns, please do not hesitate to contact our office at ************ or **************************.
  
  Sincerely,
  *************************

  ***********************************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 11th I put in a maintenance request at my apartment for a water leak which isnt the 1st or 2nd time this has happened. I updated the request informing the water was getting worse without ever hearing anything from the complex. On August 11th I called the office and left a voicemail, again no return call. I call during my lunch break and speak with the property manager who is extremely rude. I was told they are working on orders and should be there today or tomorrow. I informed the complex about concerns with damages not only to the flooring and carpet but our belongings, unable to use the washing machine and limiting how much water we are using as well as the extremely bad odor, or the fact we have ran out of towels and now have to use clothing to soak up as much as we can. None of that seemed to be any concern for her. The hallways, master bedroom and closet are all completely flooded and its now going across the hall to other bedroom. We pay too much in rent and no one should be dealing with this. I believe this has passed being an urgent matter.

  Business response

  08/16/2024

  Thank you for allowing us the opportunity to review and reply to this complaint. I have spoken to *********************, Regional Property Manager for *********** Apartments in ******, **. She provided the following information as it relates to this case:
  
  "The resident put in a service request on 8.11.24, a **************** Request stating her personal (not rented) washer was leaking. Because we have had several Managers assisting at ***********, it is unclear if the resident expressed the severity of the issue at this time, but we know the resident called and stated she had a service ticket and we responded that the Maintenance Supervisor was working through tickets in the order they were received. 
  
  On 8.15.24 at approximately 6pm the resident called the emergency line and MS ***** responded. The water was coming from the condensation drain in the floor in the laundry room. He snaked the drain and blew the drain out with the shop vac and poured water to ensure the drain was clear. The Carpet Vendor Apex came out to complete a water extraction with antimicrobial treatment to stop any possible moisture growth and left 3 blowers and a dehumidifier. They put the furniture up on blocks to assist with any possible damage to furniture.
  
  I (******) called the resident on 8.16.24 at approximately 3:15pm and left a message to check on the status of the apartment home. We are not able to go into the home due to an aggressive dog.

  The resident asked ***** the MS how she could leave a good review for him.

  Update: The resident spoke to MS ***** and reported:
  - The carpets are drying.
  - She was not home and could not let anyone in.
  - She would call the office if she gets home early so we can go in to double check.
  - He explained in the future that if it is an emergency to make sure she submits as an emergency ticket or call the emergency line immediately.
  - If she does not get home in time tonight he explained he will be on site tomorrow and he can come and check then.  She would call the office.
  - She expressed she was happy with the maintenance team.  She stated ***** achieved all the goals that she wanted. She was also thankful that he took care of another work order that was put in on 8.14.24. 

  We believe the matter has been addressed and completed to the resident's satisfaction, and regret the frustration and discomfort she experienced in the interim.
  
  

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. With that being said I added multiple notes on separate occasions regarding the water leakage as well as called the office on 8.14.24 at 7:58 am due to not hearing about the issue and left a detailed voicemail explaining the situation and how bad the water was leaking and soaking the floor and carpet. I also called again on 8:14 at 1:15 and spoke with **** who is listed as the property manager explained I have not heard about the water leakage and explained the water flooding and damage issue and she informed me that he was going through the orders and would be there either today or tomorrow as in Wednesday or Thursday. I explained I have a dog that has anxiety and gets scared and nervous and wouldnt trust not being able to put him up. I left a note on the service request earlier that day I had someone there for my dog as well. She did not seem concerned with my order at all and it was obvious when I came home from work on Thursday to see nothing being repaired after locking my dog up all day. I then called the office before 6 and got the answering service I then called the urgent maintenance line and left a detailed message of the issue. I spoke with ***** who was extremely helpful and he decided to come that night. I put my dog up due to having to go pick up my boyfriend from work, informing ***** of this. He called me while on the way home stating the carpet cleaner accidentally let my dog out, when I got home I showed ***** all of the updates I left on the service request and he informed me he was not told anything about a water flood only a washing machine leak and **** never updated him on the severity or any of the comments or voicemails I left. I did not make it home in time from work today for ***** to come in and check but spoke with him and told him I would make time to be available tomorrow. Yes I appreciate the repairs finally being done once ***** was informed by myself but extremely unhappy with the leasing staff especially this being the 3rd or 4th time this has happened due to some issue with the drainnot my washing machine. There are 3 large fans and 1 large humidifier, all are loud so that is kind of annoying and the smell is still present, not sure if that will come out. I want to be sure I will not be penalized for any damages to this apartment due to lack of communication within the office on multiple occasions which I was told was documented in my chart. I have been a resident for many years and I feel like this is not okay for any tenant.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  - I am a resident of CityView Apartments - ActiveBuilding rent portal (powered by RealPage) charged twice for May ************************************************** I have receipts that can be provided - Cityview Apartments (managed by the Carroll Management Companies) has now charged a $35 NSF fee since the second rent charge bounced back, I did not have enough in my account to pay rent twice - I contacted the leasing office multiple times and was told they would not remove the $35 charge despite it being a system error on their end - I contacted larger Carroll Management Companies via email and phone (both documented) with no response - I am now being told that my rent for May 2024 is considered late since the duplicate charge was denied. This cannot be possible considering their are receipts via payment confirmation email, online rent portal, and my bank showing the rent was paid on time per lease terms - I am now being told that since my rent was "late" for May 2024 I will no longer have the option to pay via eCheck instead of debit card. I have a maximum daily limit on my debit card to not exceed $1000 so this will not even work. The online rent portal displays an option to pay with check or cash yet the office denies that they will accept either of those payment options - I have read all terms and conditions from lease, Ari ******** Management, Carroll Management Companies, RealPage, and ActiveBuilding and there are no terms regarding the revoking of the eCheck payment option based on rental payment history - The negligence of CityView and the Carrroll Companies to choose reliable third party payment processing systems has taken time away from my full-time job working hours to jump through hoops to resolve unsuccessfully. They disregard paying residents and clients trying to seek a solution. By removing my option to pay via eCheck despite there being no terms that outline this, causes an additional financial burden on me monthly

  Customer response

  06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  RE Carroll Management had a leasing agent release the hold on my account so I can pay with eCheck again to avoid the $30 "convenience fee" for card payments each month. But this was not in response to the BBB complaint, rather because I called the office everyday multiple times. They also have still refused to refund the extra $35 NSF charge.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 16, 2024, I completed , submitted an online application for an apartment and paid a $75 processing fee. After not receiving or hearing anything, I continuously called and went into the office (3 times) the next week, checking on processing/status of the application. The staff/management was not able to effectively and efficiently process my application. I received a receipt of payment for a credit check and a copy of application information submitted from the website (see attachments). They were not able to confirm/verify my application or credit check after 10 days and wanted to redo the process. That is unacceptable. I want my $75 dollars refunded because the credit check was not done and I requested my application be cancelled on April 25, 2024 (see attachment). I submitted request for refund to the parent company, Ari ********************** Management (see attachment). On April 30, 2024, the Bromley Village ********************** Officer ******* called me and stated would not refund my money. I paid for a service, application process/decision, that was not provided and no longer needed. I would appreciate your assistance in this matter.

  Customer response

  05/20/2024

  The business complaint was sent to, Carroll Management Company, is not known to be associated with Bromley Village Apartments in **************  Per the apartment website the business is Ari ********************** Management , mailing address is ******************************** and phone number is ************.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I moved out on 4/13/24 and I was advised by ******* that she could not do a final walk through with me because she was not a manager or sign off that she received my keys. On 4/15/24 I received a email from *************************** that I was going to be charged 650 for carpet damage and 150 for drywall damage. Both charges are just normal wear and tear. I should not be charged for either and should receive my ****** deposit back. I was in apt 713 at ***********************************************************************.

  Customer response

  04/28/2024

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October 10th or 11th 2023, My boyfriend and I submitted an online application to the apartment complex, Carroll at bellemeade, in **********, **. The application fee per applicant was $75 which in total was $150. Due to us doing the application online, we were charged $22.51 for a convenience fee. So in total we paid $172.51 for the application fee. Fast forward to a few days after doing the application, I look back into the portal to see if there were any changes since we didnt hear anything. Its a charge of $220 back on the account so instantly, Im thinking we got approved because they told us that we would have more charges once approved. Well after looking more into it they actually took a security deposit when we didnt even get approved in the first place. Took the security deposit, tried to charge us a the application fee AFTER & then added the *** fees due to us not having any more funds in that account we used.

  Business response

  02/09/2024

  Hello,

  ************** and her co-applicant applied on 10/11/2023. On 10/16/23, both of their application fees were returned, causing two returned fees of $35 each. The screening was completed on 10/11/2023, and they were approved with conditions on the same day, so a deposit of $150 was charged. The criminal results were still pending up until 10/18/2023, but they were pre-qualified as approved with conditions on the 11th. They were emailed a final letter on 10/20/2023 stating they were approved with conditions. We canceled the application on the 20th as well.   It looks like the deposit was paid but reversed due to the applicant disputing it through their bank, stating fraud. They currently owe a total of $220 which is two app fees of $75 and two NSF fees of $35. On 12/08/2023 their account was exported into collections.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed an initial complaint on August 2nd. The management company charged me a deposit to move in to an apartment, and then later said that my application was denied. The deposit to move in should not have been charged if my application was not yet approved. The management company said on the BBB website in response to my initial complaint that a refund check had been issued to the address given. I still have not received the check. I just want the $150 back, and can't understand why this is so difficult if it was indeed a simple misunderstanding on the management company's part.

  Business response

  12/11/2023

  Good morning,

  We promptly cut the check and mailed it to the recipient on 8/11/2023 at the address that was provided to us. Our team has attempted to reach the former resident via phone but the number has been disconnected so an email was sent, as well. We need verification on the address and if a new check needs to be issued, we will gladly do so. We just need to know the address to which it should be sent.

  Thank you.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  RE Carroll Management Company is the parent company of ********** ******** Apartments, where I lived at from 2020 to 2021. After a domestic dispute, I moved out of the apartment, as well as the other party involved. My mother, ****** ******, who was a guarantor on the lease, emailed the property manager, Ricky H****** (**********************), to inform them of the situation. I received a temporary protection order at the time (which is now permanent) and presented it to Innisbrook. Ricky informed me and my mother that we would be released from the lease agreement without penalties. The email was sent to us from the above email account on April 22, 2021. Fast forward to October 2022, I noticed that this account was still listed on my credit report. I contacted **** ******** ********* to inform them that I was released of penalties and the gentleman I spoke with instructed me to send proof of the email from Ricky by certified mail. I sent it in and never heard from them. Today, the account is still on all my credit reports and is negatively impacting me. I contacted them and they told me that they received this case in 2021, which doesn't make sense if I was told I'd be released on 2021. They informed me that it is preparing to go into litigation for the owed amount of $1,698. This is negatively impacting me as I am a single mom wanting to purchase a home in the near future for me and my son.

*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. ↩