ComplaintsforScully Company

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Security deposit not returned within 30 days as per lease. Office manager did not change forwarding address when it was given to her on 3 different occasions and told me that I never provided her with information. I have email proof. Tried calling office several times and emailing with no response until 2 days ago. Saying check wont be issued until 9/10 when I should have had the check no later then 8/21. Emailed saying that is not fair due to their error and that Im willing to pick up the check. Now saying wont have a check cut until 8/31. Not good business practices considering this is her error and she would not return my phone calls to try and resolve the issue earlier.

  Business response

  09/06/2023

  There was a mix-up with ************************************* forwarding address and this error was not discovered until ************************************* contacted our office on 08/23/2023. We immediately started the process of getting another check issued to *************************** and we provided continuous updates to her. *************************** picked up her refund check from our Leasing Office on 08/25/2023.
  

• Initial Complaint

  09/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I love in a town house own by sculls company the name is ************* one of the we rented it is because we wanted a driveway we have 2 cars and need the space , recently we change one of our cars and for private reasons we put it under my daughters name I went to the ************* office to activate my resident decal (I've been living her for almost 3 years ) the person who took care of my asked me for my car documents went to the Manager and come back to say I can’t have my decal because the car is not under my name , the Manager never show her face did not try to help just plain and simple “is your problem” answer was all I received. This lady never help out I had issues before with people coming from the street not from the community, who como to the basketball court parking there cars blocking my entrance , littering and using offensive language and every time any of the neighbors try to reach her by email going to the office calling etc she never answered I know her name is ***************** because she send generic emails never ever take any action to solved any problems. So now I signed a contract for a year and don't have a place to park my car that I need to work.

  Business response

  09/16/2022

  Parking is a valuable amenity in our community, and it is important to us that it is well-regulated and enforced. The new rules that became effective August 24th,2021 are designed to provide fair parking for all residents and guests. More importantly, we are monitoring the number of cars on the property to ensure safe traffic flow especially when it pertains to emergency vehicles. All residents were notified of the new enforcement 30 days in advance with a letter to each door as well as via email.
  We diligently take care of our residents to the best of our ability and as such, we try to advise them on how to find a solution to their issues. It is documented in ******************* file on multiple occasions that she has reached out via email with other issues that have been resolved.  For example, on February 2021 she reached out about a homeless man using the common areas of our community. **************** was notified that police were called, and the man was detained for trespassing.  On two occasions she reached out in May 2021 about people playing on the basketball court late in the evening, on both occasions we responded via email to advise her that our courtesy guard escorted them out and made a report of the incident.  We also adjusted the light timer to turn off earlier than 10 PM.  Lastly, in June 2021, she emailed about her dryer vent not being serviced on the day stated in the notice to enter.  We emailed **************** letting her know that was not given access by her daughter who was sleeping at the time the vendor visited.
  We apologize for the inconvenience; however, we are unable to make an exception to register ******************* daughters vehicle as a resident vehicle because her daughter does not reside at *************.  Per our policy, we cannot register as a resident vehicle a car whose registration does not reflect one of the leaseholders names.
  
  Sincerely,
  
  Jill G******
  Regional Property Manager, CAM
  Office ************
  Scully Company
  

  Customer response

  09/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They rented me a house with parking space for my cars that's the car I am using and I have never failed to paid rent, the noise and the offensive language keep on happening in the basketball court , the littering too, outsiders keep on parking in the fire lane without consequences and we that live here can't! 
  
  Regards,
  
  *********************
  

  Business response

  09/19/2022

  Parking is a valuable amenity in our community, and it is important to us that it is well-regulated and enforced by a parking enforcement company. Per the lease agreement, all vehicles must be registered with the management office. Because ************* has had issues with an abundance of vehicles that have not been registered with the office, we adopted new rules that became effective on August 24th, 2021. More importantly, we are monitoring the number of cars on the property to ensure safe traffic flow especially when it pertains to emergency vehicles.  All residents were notified of the new enforcement 30 days in advance as required per the lease agreement with a letter to each door as well as via email. Because the vehicle you are trying to register belongs to a person that does not reside or is listed on your lease agreement, this is why you have not been given permission.
  
  We diligently take care of our residents to the best of our ability and as such, we try to advise them on how to find a solution to their issues. Residents have been provided the security company contact information for concerns that happen after our office hours. Residents are also encouraged to email pictures or send videos of people breaking the rules so we can address the concerns if the person(s) can be identified as a resident of *************.  
  
  Sincerely,
  
  Jill G********
  Regional Property Manager, CAM
  Office ************
  Scully Companyell us why here...

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at The ******* a Scully company property since the beginning of the year. A few weeks ago we reported a faulty door seal on our back patio door. The next week Scully had a team of contractors refinishing, resealing, and painting out patio. Well i had a medical emergency because the faulty door seal sucked in that industrial grade chemical toxic vapors into my apartment. After 3-4 days they contracted an environmental firm (******* consulting) which came in for an AQI reexamination and report. After the initial report they had a company professionally aerate the apartment. We were fine reentering the apartment if they cleared up the vapors and provided proof. They tested the unit again from the same firm and cleared us to enter after 3 days of aeration. Now they are refusing to give us a copy of the report. This is outrageous and they will not give any information on the contractors. Please help.

  Business response

  07/11/2022

  Scully Company contracted ******* Consulting (Environmental Health and Safety Services) to perform an air quality test in the residents apartment due to complaints of a noxious odor. A test was performed on July 5,2022. The following information was provided to the residents by both Scully and ******* Representatives.
  
  Immediately upon entrance, no chemical type odor was observed. No odor was observed on the exterior balcony. The subject area was unoccupied at the time of the inspection. During the assessment on July 5, 2022,total volatile organic compounds were below the recommended limits in all tested locations. ******* has no further recommendations at this time.
  
  The residents contested the findings and ******* Consulting sent an email to ********************* stating "I am able to tell you that nothing erroneous, unethical, or illegal has occurred with regard to your specific concern about occupancy."

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are residents of **** **** apartments in Horsham for two and a half years. About a week ago I contacted the leasing off again after many times I called left messages and they and they never even returned my call. So about a week ago I contacted them again and was then told I never called to begin with. One the less I finally spoke with someone about a week ago and made claims about various problems in our apartment. It is in our lease that we are to contact them and they will have it repaired. Here’s a list of the concerns we had: Water temperature: we have fluctuation in temperature of shower which goes from freezing cold to burning hot without touching facet. Bathroom sink: constantly dripping. Smoke detector: constantly going off, pretty randomly Dishwasher: leaks.. puddle of water on floor Refrigerator: large puddles on floor, both drawers filling up with water as well as the refrigerator not keeping items cold enough Bed room air conditioner: hasn’t worked since end of last summer. Sinks in kitchen and bathroom: also have the fluctuating water temperatures. Oven: has temperature problems. Toilet: was constantly running. We are about a week out from when this really started and the only things better are: Bathroom sink doesn’t drip Toilet doesn’t seem to run as long and the smoke alarm was replaced. Nonetheless less all the other issues still exist. They send maintenance out they do the bear minimum and that is where that stops. They refuse to replace other things that are clearly not working right. They do not hesitate to keep taking our money for our rent but do not come through on their end. 

  Business response

  04/27/2022

  April 25, 2022:  Response from Karen M*********, Senior Regional Manager:

  The team has actively been engaging with her.  See the notes that Pete forwarded from Elisa.  Yesterday Pete replaced her Stove and refrig and then she complained about the dishwasher, which they are also going to replace.  She apparently reached out to Joanne at Hatfield as she works in a doctor’s office that Joanne goes to.  Our desire is to address her concerns and earn her satisfaction.  She further complained to the team about the heat and ac although she has resided at the community for a few years she seems to think you can have ac in the winter which you can not, if the heat is on there is no AC, we have repeatedly advised her that we cannot test the AC until the heat is turned off and since she is  not believing us we have engaged an outside HVAC person to go to her unit on May 3rd as the heat is being turned off on April 30th.  If it is still too cold outside however that will have to be delayed she has been informed .
  
  Elisa Notes:
  The resident notified JoAnne on 4/18 that she has been experiencing issues in her apartment. I immediately called the resident to see what was going on and she explained to me that her bedroom ac is not working. Additionally she mentioned the water temperature was not working properly ( temp issues) and the bathroom faucet leaks. I asked her if we could send maintenance on tue and the resident said it was fine. Pete went with Josue in the morning and Chris returned in the afternoon with Josue.
  
  Tuesday : A fluctuation issue was discovered during Chris’s inspection and he adjusted the water temperature. Bedroom ac - We set up an appointment for 5/3 with our hvac specialist. The resident was informed . Also, the ac is not active when the heat is on and this was throughly explained. Bathroom faucet was fixed. The resident also requested a new hallway smoke detector replacement ( she said wed).
  
  On Tuesday evening the resident emailed me to advise that her water temperature was not fixed. Pete immediately scheduled the plumber to replace the tub facet on wed. I relayed updates to her along the way . I even asked her if anything else is wrong and she said the fridge and dishwasher leak water and the toilet runs.
  
  Wednesday : hallway smoke detector replaced and we informed the resident about upcoming services and she said ok
  
  Thursday - Pete thawed out the fridge/cleaned it out , ran the dishwasher and discovered zero leaks, he did find that the garbage disposal was clogged so he unclogged it, fixed the toilet(replaced fluid master and flapper), the plumber replaced the tub faucet, and we forwarded updates
  
  Friday - Josue, Pete and Blair went in to reassess the fridge and dishwasher because the resident reported a leak Thursday evening .  No dishwasher leaks noticed and no ice build up on the fridge - the floor was wet and the resident had towels - we are switching out the fridge and regarding the range we found had a bad main control board - we are replacing the stove
  
  Blair has been forwarding updates during my absence and Pete has also been verbally communicating with the resident.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My previous roommate moved out, so **** sent the electricity bills to the management office since the **** account was under my previous roommate's name. There are two bills: one is $6.00, and another one is $14.47. Thus, the total is $20.47.However, the management office of *************** Apartment, charges me an additional $100 Administrative Fee, which is not reasonable and not acceptable. The reason is that **** sent bills to the management office. This is absolutely ridiculous!! Even I have already paid every month $17.83 Administrative Fee. The management office didn't even notice me when they received the bill from ****. They are very irresponsible and charge you unreasonable fees. More importantly, according to the Lease, "In the event you fail to timely establish utility services, we may charge you for any utility service billed to us for your apartment and may charge a reasonable administration fee for billing for the utility service in the amount not to exceed $50.00"It is clearly some words in there: "reasonable ", "not to exceed $50.00".In summary, I believe the $100 Administrative Fee is far from reasonable.

  Business response

  01/27/2022

  On Thu, Jan 27, 2022 at 11:19 AM **** ******* <***********************************>wrote:
  Good morning **,
  
  We have received a complaint from the Better Business Bureau regarding the utilities being transferred into your name along with the fees associated with it per the lease contract.  I believe that this may have been submitted prior to you contacting our office to discuss.   Can you please confirm that we have satisfied your complaint and that you have transferred **** into your name?  If you have any additional questions, do not hesitate to contact me.
  
  Thank you,
  
  **** *******
  Community Manager
  ***************
  *****************************************
  Office ************
  Fax ************ 

  Tell Hi ****,
  
  Yes, that is correct, that complaint is prior to you calling me.
  I have already sent them an email to explain this.
  I said you have already processed the complaint satisfactorily, and right now we don't have any problem.
  
  Best,
  **

  Customer response

  01/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************
  
  

*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. ↩