ComplaintsforBridge Property Management, L.C.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 12, 2024 I drafted my notice to vacate letter and walked the letter into the leasing office at *********** at ***********. I was given a notice to vacate form from the office staff at that time and was told to sign it and bring it into the office on the day that I move out. On May 29, 2024 I made a casual visit to the leasing office to inquire about my last month and the final expenses I would incur. This is when I was informed that my notice to vacate letter was not in the system and nowhere to be found, according to ***** who was sitting on the left side of the leasing office. I was informed by ***** that on the day I turned in my notice to vacate letter, there must have been a temporary staff admin that was filling in and had no ideawhat they were doing. After further conversation with ****, and showing her in an email the draft of my notice to vacate dated April 12, 2024 she informed me that she would speak to ***************************** and see what could be done. ***** came back out to the main leasing office area and informed me that although ****** does not normally do this, she would honor my notice to vacate letter dated April 12, 2024. I was then given another notice to vacate form from your office and told that everything would be documented in my electronic file. On July 5, 2024 I moved out. On July 22, 2024, ******************************** informed me of my final expenses and to my surprise an early termination fee of $1409 was applied. We conversed on the phone and I explained to her the situation mentioned above. She advised me that she would have to speak to ***** to confirm the events that took place. On July 24, 2024 she admitted that ***** stated that there were insufficiencies in the documentation in my file and further notes should have been added. And although these deficiencies are made aware by her and *****, I am still being held responsible for this fee. I did everything in my power to avoid this fee and due to bad administration I am paying for it.

  Business response

  08/07/2024

  After further review, we were able to determine that sufficient notice was given and the insufficient notice penalty has been adjusted off the account. Additionally, we contacted ************ and advised her of this adjustment to her account and this item has now been resolved.

   

  *******************
  Regional Manager

  Customer response

  08/07/2024

   
  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. Thank you to Mr. **** for restoring my faith in your company. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a resident at the Bridge Property Management owned Property "The District at ***********" located at *************************************** for a year. My ceiling has been leaking for the past 4 months and it has been extremely upsetting. I first reported this issue to maintenance through the portal on April 24th, 2024. I both called and visited the office repeatedly to stress the urgency of the matter, but maintenance did not show up until May 5th to fix the issue (which supposedly was due to the ** condensation line and/or drainage tray). A few weeks after this first occurrence, it started to leak again. This time, however, the area underneath my bathroom sink was also leaking due to the maintenance done to "fix" this previously. I reported this issue directly to the office in person and they told me maintenance would be over to fix it ASAP. When they showed up, they told me they didn't see active dripping so they couldn't do anything. Maintainence gave me a direct number and told me to call him if it started dripping again so they could come see.It, of course, continued to leak and I called. They stopped by and attempted to fix the issue for the 3rd time. My sink has at least finally stopped leaking, but on July 8th my ceiling was leaking yet again (this is the 4th occurrence). I submitted a maintenance request in the portal and went to the office to advise them. The front desk assured me they would be over ASAP. They have still not come to fix the issue and it is still leaking to this day.I emailed the property manager ***************** on July 8th about all of this and he has not responded to me.This is extremely frustrating and the water leak has damaged my $1200 table. I'm very upset with this whole experience and at a loss for what to do since it seems this will never be fixed and now I have a ruined table.

  Business response

  08/06/2024

  Hi Aiden,

  Thank you for providing us with a description of your concerns. After further investigation, we were able to determine that while there were, unfortunately, work orders for your home, the issues that occurred were not reoccurring issues but issues that needed a different remedy on each occasion. To our understanding, a vendor also came out on 8/2 for an additional evaluation. They were able to perform additional preventative repairs to hopefully avoid this situation moving forward.

  
  Regarding potential damages to personal items, we recommend contacting your renter's insurance provider for a claim. We are unable to reimburse you for personal damages. 
  

  We apologize for any inconvenience this may have caused you.If you are still experiencing issues, please do not hesitate to contact the regional manager directly at ***********************************************.

   

  Thank you,

  Customer response

  08/07/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  iv lived here since 2016 the apartment is so rundown they raise the rent my children and i have been sick and iv lost work because of it they never come fix anything ac breaks black mold they refuse to give me a new unit with out more money or relocate us im going broke and living in h*** they are rude they do not correct anything i know my human rights are being violated

  Business response

  08/08/2024

  To whom it may concern,

   

  I'm writing in response to the complaint submitted by ********************* regarding the condition of their apartment concerns about responsiveness our management team at Peaks on 4th. 
  
  First, we take all resident concerns very seriously and committed to providing a safe and comfortable living environment for all our residents.  We regret that ****** feels their concerns have not been adequately addressed. We value their feedback We'd like to take this opportunity to clarify the situation and outline the steps we have taken to resolve their issues.
  
  The resident entered a work order on May 8th  at 3:25 pm.  Upon receiving the complaint, our maintenance team conducted a thorough inspection of the apartment on May 9th  and   completed the repairs needed.  The caulking in the tub was addressed but the tub needs to be cleaned by the residents on a regular basis to prevent any issues. 
  We have no record of an a/c not working report from this resident this year.  There were two work orders placed for heat back in December and both were addressed and repair with in 24 hours of the submitted work request.  Of the different work orders submitted since end of last year all were completed with in 24 hours of the request minus two which a vendor was schedule to repair and completed within a reasonable time.
  
  We are committed to ensuring that all of our residents have a positive living experience. We did address the residents concerns immediately; however, the resident did request to transfer onsite to a different unit.  The unit requested is not similar to their current unit and they requested an upgraded unit, which is a higher rent amount.  If the resident wishes to transfer to a like unit we are willing to accommodate which was explained to the resident.
  
  If there are any further issues or if ****** would like to discuss their concerns in more detail, we encourage them to contract our office directly.  We are dedicated to resolving their concerns amicably and ensuring that our residents feel heard and respected. 
  
  Thank you for brining this matter to our attention.  We appreciate your assistance in facilitating this communication.  

  *****************************
  Regional Manager 

  Customer response

  08/08/2024

   
  Complaint: 21940526
  
  I am rejecting this response because:
  It is not true this apartment is run down to the leaking ciling. Filthy carpets and ac broke 4 times this summer alone Black mold I took over a lease so this was a run down apparat ment they keep raising are rent knowing we are low income family the tub was not token care of or the bugs and. Hornets nest on patio I dont appreciate the gas lighting and the bis only covering there butts and not caring for there dedicated residents it is untollarable
  Sincerely,
  
  *********************

  Business response

  08/09/2024

  The on-site team has worked tirelessly to rectify all issues ************ has brought to their attention and we have done everything in our power to resolve her unit concerns. ************ is trying to be transferred to a new remodel unit at the same rate which, due to fair housing regulations, we are unable to appease her with this request. At this point we are offering 3 options to resolve this complaint:  first option: to renew in her current unit, second option:transfer to a new unit with the transfer fee waived, third option: provide us with a notice to vacate.

   

  Thank you,

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

  Regional Manager

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spoke too soon. This apartment has ***** INFESTATION that management refuses to address. I have contacted corporate and still havent heard back. ***** is a mean girl on an ego trip who refuses to use her sense of power for a greater cause. I work at home and was told in order for the service I need to leave for 4 hours , I also have a disabed son and a pet so I have to make arrangements and go work in the office. so I had to find the right date . Once I finally decided the date I confirmed with **** who assured me I would be first in the morning. So when they came at 4:45 p when everyone is heading home I was told I could actually be in the unit. My Mother advised me not to be in with that substance as this was never offered and required more thought and then how could we make arrangements on such notice. Instead of being kind and courteous and rescheduling them the next morning she just hatefully tells me she cant help me take it or move - uproot your whole family because I am too heartless to schedule pest control . Then she and her staff accused me of threatning them and I have most of our interaction on camera and witnesses. Terrible place to live!

  Business response

  08/02/2024

  Good afternoon,
  
  *********************** first issue was brought to me after July 4th, 2024,when pest control came on a Friday instead of a Thursday due to the holiday.The office team thought they were coming on Fridays and told Ms. ***********************,they will add her on the list for Friday the 12th. Thursday July 11th,2024.  Ms. *********************** called the office confirming if she was on the list for Friday as a German ***** clean out. I let her know the vendor has already left and does not come on Fridays they come on Thursday's. She was very upset and stated why my team would tell her that. I apologized and told her they only came on Friday due to the holiday. She continued to tell me that she has an issue and can't deal with the roaches. I told her I would add her on the list for the upcoming Thursday the 18th for the cleanout and due to the type of services that she is receiving they will start with her first. Thursday the 18th came,and our pest control vendor did not arrive until about 4:30 pm per my office team. I was not on site due to having a manager with my superiors. I received a call from my assistant Sunshine stating that Ms. *********************** was upset that they came late, and she had been gone all day. I advised my assistant ******** to tell the pest control vendor to still proceed with the treatment and to allow her to be there. Ms. *********************** denied the services because she was upset and said that it would harm her and her family. Per my assistant she called the office about 6x and told my assistant Sunshine she doesn't appreciate her condescending tone and my assistant tried to deescalate the conversation and she continuing to say yes you are I'll come to beat your a** and ***** ***.She then told my assistant Sunshine she was coming to the office the next day to speak to me. 
  
  I reached out to the attorneys on Friday the 19th to serve a ************** a 5-day lease violation for threaten the staff. The same morning Ms. *********************** came to my office recording me and saying did my team tell me what happened, and I said yes and recapped the incident. She continued to say that I lied to her on when the pest control vendor would show, and I told her I do not have control over when they arrive to service our property. I told her I can add her on the list for the following Thursday the 25th. She then asked if I could have the pest control to come on her time when it's convenient for her and I told her unfortunately I cannot.  I expressed to her if she wanted to be serviced when it's convenient for her, that she would have to pay because pest control comes on Thursdays. She got upset and stated I should use my power to get her taken care of and I am on an echo trip, and I am giving her a hard time. I explained to her again our procedures and she did not like that and said that she will have her way in the end and said she wanted to reach out to corporate about me. I told her that's fine. She continued to come in the office about 4x recording me trying to get to say that I would not help her to get the roaches out of her unit. I told her with her behavior I will not help her, and she continued to scream and **** and said she was going to reach out to corporate and complain and get her way. The last time she entered the office she asked for the report from our pest control vendor. Within the day ************* received the 5- day lease violation and she came in the office and started yelling again saying she never threatens me and that I am full of lies.Then she goes to my assistant's *************** and says ******** if I ever offended you, I am sorry. I emailed ************** with my regional attached recapping our conversation and trying to resolve her situation and included the history of when the pest control vendor has serviced her unit. She continues to complain about tell me that I am unprofessional. 
  
  Ms. *********************** proceeds to reach out to the corporate since our initial interactions by emailing, calling and sending pictures 7/20/224-7/24/2024. July 23, 2024, Ms. *********************** stated that she would like to have pest control to service her unit and wanted the documentation for the clean out. I sent the information over and let her know I will contact her a day before to confirm the services. July 24th, 2024, I received an email from Ms. *********************** apologizing how for her behavior towards me she stated she acted inappropriate and unprofessional. She proceeded to say she is having a hard time in life and reacted emotionally. She also mentioned she admired how I handled the situation.  She continued to say she never intended to harm anyone at all, and she apologized.  I emailed her back and thanked her for the email and confirmed the pest control vendor will be on site in the morning and will be servicing her unit and I will give her a call once they check in. 
  
  July 25, 2024, the pest control vendor arrives, one of my staff members gave her a call but it went to voicemail. I personally went to the unit with the technician and instructed him to treat her unit. There were a few words exchanged between the technician and Ms. *********************** through her camera,however the treatment was still performed. I personally signed off on the documentation. After the treatment I have not heard anything from Ms. ************************ Please see communication email threads along with the service dates her unit was service. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting June 24th, 2024 our A/C went out, this isnt the first time either as proven by our emails this problem started in April of this year. Under statue NRS 118A.355 Failure of landlord to maintain dwelling unit in habitable condition, we the tenants can "Withhold any rent that becomes due without incurring late fees, charges for notice or any other charge or fee authorized by this chapter or the rental agreement until the landlord has remedied, or has attempted in good faith to remedy, the failure." Also under the following statue NRS 118A.290 Habitability of dwelling unit; prohibition against fees or other charges for performance of repairs, maintenance tasks or other work that is duty of landlord. The landlord shall at all times during the tenancy maintain the dwelling unit in a habitable condition. A dwelling unit is not habitable if it violates provisions of housing or health codes concerning the health, safety, sanitation or fitness for habitation of the dwelling unit or if it substantially lacks as Ventilating, air-conditioning and other facilities and appliances, including elevators, maintained in good repair if supplied or required to be supplied by the landlord.Last but not least NRS 118A.380 Failure of landlord to supply essential items or services. If the landlord is required by the rental agreement or this chapter to supply heat, air-conditioning, running water, hot water, electricity, gas, a functioning door lock or another essential item or service and the landlord willfully or negligently fails to do so, causing the premises to become unfit for habitation, the tenant shall give written notice to the landlord specifying the breach. If the landlord does not adequately remedy the breach, or use his or her best efforts to remedy the breach within 48 hours, except a Saturday, Sunday or legal holiday, after it is received by the landlord, the tenant may, in addition to any other remedy. On top of this during the time of said problem eviction was issued.

  Business response

  07/26/2024

  To whom it may concern,
  

  On 4.22 resident ** went out, ***** and  to their unit ,the  emergency switch was off we flipped it back on and the ** came back on and was working properly 
  On 5.2 Resident reported the ** wasn't working again, *** went up and found wiring was lose, rewired and ** kicked out blowing out the vents at 54 degrees. 
  On 5.16 the resident reported their ** out again however this time ***** and *** could not get the compressor to come on , ***** sent ***** over to assist 5.17.24, when ***** arrived he found the compressor shut off because it was over heating, reset the compressor and told *** to wire the compressor in the AM if it didn't start we needed a new compressor, *** went the next morning 5.18.24 to wire the compressor and it kicked on and in working order. 
  On 6.24.24 The resident reported their ** went down again and a new compressor approved to order , the resident was given a portable until the compressor arrived. It arrived on 6.27 and installed 6.29.
  On  7.5.24  it went down again this time I had 75 degrees come out to look as we have had been having issues with this ** for sometime and ***** was out , we didn't give the resident a portable because when we arrived for the on-call the resident had two of their own portables.75  out and found a pin hole leak in the coil in which we fixed ** is up and running now. 
  
  Resident emailed be several times this month and last month regarding 7 day notice, he is stating his 7 day notice is not valid in the state of ****** and we should be giving 30 day notices, I have explained to him that the notices are valid and served by a 3rd party. He is currently late on his rent. We are not a federally backed property so we are not required to serve a 30 day notice to pay rent, just a 7 day notice to pay rent, which was served.
  
  
  *****************************
  Regional Manager

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at a Bridge Property Management location for two years until 11/1/23. Upon move out I provided them a new mailing address and any further information they would need from me. I am now in a new state, applying to a new apartment and there is an unsatisfactory notice on my credit report saying I owe the apartment $737. This was never told to me and now it is affecting my future of renting as well as my credit. I have tried to contact the location, which is Cambria in ***************, and left various messages for both Cambria and Bridge Property Management. If I do owe this money, I would like to know what it is for, and if it is legitimate, to pay Cambria only and not the collections agency, and have this removed from my credit report.

  Business response

  06/24/2024

  Hi,

   

  Thank you so much for reaching out. We have sold the Cambria property, but, regarding the aforementioned issue I have reached out to the former VP of the property.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bridge Property Management erroneously charged a $75 "***" fee for "insufficient funds" when there were sufficient funds in my account.For background, I offered my sister assistance in paying her rent while a situation was being sorted out with her bank involving computer fraud. I logged onto the Bridge Properties' payment portal and entered my checking account information and authorized payment of $548.23 from my bank account to pay part of her rent. I then logged onto the portal the next day and paid another $1,000 via my bank account. I authorized both transactions on the website and then selected the option to not store my bank information on the site because I did not intend for these to be recurring payments.In checking the site afterward, it appeared that the payments were in process. But nearly a week later, Bridge Property Management sent notice that the payments were returned for *** for insufficient funds. I then checked my account and noted there were more than sufficient funds to cover the payments I had entered onto the portal but there had not been any payments made or attempted via the portal from my account. I later called and spoke with ********, one of the property managers, who confirmed the *** or insufficient funds charges. I called my bank and they confirmed there were no attempts to debit my account for either payment, therefore any *** charge would not be warranted.I sent an email to *****************************, regional manager with Bridge Property Management, asking for the erroneous fee to be reversed and she declined to do so. She responded that the bank information was missing a number, therefore the bank draft/payment could not be made. I asked for evidence that the bank draft was attempted on my bank account but was rejected due to insufficient funds and she did not supply that evidence. Bridge Properties is improperly charging an insufficient funds fee.

  Business response

  03/22/2024

  Hello, 

   

  Thank you so much for reaching out and bringing this issue to our attention. I am extremely sorry to hear about the *** fee that you were charged. 

   

  If you would kindly let me know which property you reside at I would be happy to have someone from our corporate management team get in contact with you regarding your complaint.

   

  Thank you,

   

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

  Resident Services Manager

  Customer response

  06/12/2024

  Thank you for your message.

  This complaint was in reference to the Sunset Three Twenty apartments in ***********, **********. Weve already discussed this with the property management team and they would not resolve it, but it would be greatly appreciated if they reconsidered. 

  Thank you. 

  
  

  Sent from my iPhone

  Business response

  06/24/2024

  Dear Consumer Resource Specialist:
  
  This response is related to File No. ******. The rent payments in question for Unit #*** were paid via Domuso (the propertys online payment portal) on March 3, 2024 and March 4, 2024 in the amounts of $548.23 and $1,000 (collectively, the March Payments).
  
  On March 11, 2024, we were notified by ****** that the March Payments were returned. Enclosed herewith are screenshots of Domusos Payment Details showing the March Payments were Returned. That same day, *****************, an assistant manager at the property, called the resident to inform her that the March Payments were not processed/returned. On March 12th,  the residents sister (*************************) called the property and spoke to ************** regarding the March Payments. During that phone call, **************** confirmed that she incorrectly entered her account information into the online payment portal.
  
  As a courtesy, the property agreed to waive all late fees the Resident incurred,which totaled $135. However, pursuant to Paragraph 6 of the residents Lease Agreement Contract (Lease), she is obligated to reimburse the property in the amount of $45 for each returned check or rejected electronic payment. Upon pulling the residents Lease to prepare this response, we discovered a mistake in the terms. Our returned check/rejected electronic payment fee is $75 for each occurrence; however, her Lease incorrectly indicates that it is $45. We will, of course, honor the terms of her Lease;and, therefore, have already initiated a reimbursement to the resident in the amount of $60. For reference, the first page of the Residents Lease is enclosed herewith.
  
  For clarification, we would also note that the property routinely refers to returned payments as NSF or insufficient funds because the funds were not available at the time the system attempted to complete the transfer.
  
  Please let us know if you have any questions or if we can provide additional information to assist in the resolution of this matter.
  
  Best,
  
  *****************************
  Regional Manager,
  Bridge Property Management
  *****************************************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint due to my rent being increased with no notice. I was in a year long lease from 10/14/2022-10/13/2023 at the Tanque Verde Apartments managed by Bridge Property Management. I was paying a base rent of $722/mo. My lease went month to month on 10/14/2023. I was provided written notice on 7/20/2023 and 10/2/2023, that my lease would turn month to month with an additional fee of $250/mo. I have been charged the $250/mo in addition to having my base rent changed to $895/mo. I was told by local office management that this was due to the base rent (originally $722/mo) changing to market rate. However, I was never notified this change would occur and needed to be provided written notice at least 5 days before my lease contract ended in accordance with the lease terms. I am seeking a reinbursement of the overcharges between 10/14/23 and present. If settled by 1/31/24, this total will be $619.54. If settled by 2/29/24, this total will be $792.45, as I continue to pay monthly rent. I have contacted local office, city management, and state management with no success in resolving my complaint.

  Business response

  01/30/2024

  We informed Ms. ****** *** on July 20th, 2023 that her lease was coming to an end on October 13th, 2023. We offer 3 options, provide us with a notice to vacate 60 days prior to her lease ending, renew her lease or go month to month. Ms. *** chose to go month to month. Per our renewal letter, “If you are unable to stay with us and plan to move, please remember a 60 days written notice to vacate is required. If you are unable to sign a new lease agreement at this time, your lease will automatically be renewed on a month to month basis with an additional fee of $250.00 effective 10/14/2023. Please note, this option still requires a 60 day notice to vacate.”  Our lease also states “This lease contract will automatically renew month-to-month with increased rents and lease charges unless either party gives a 60 day notice.“

  Customer response

  01/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Yes I agree that I received a notice on 7/20/23 that if I chose to go month to month I would be charged $250/mo in addition to the stated fees listed in my lease. I agree to that charge. However, I received no notice, either written or verbal, that my base rent would change from $722/mo to $895/mo. I am requesting a refund of this difference ($173/mo) that I have been charged during the months of October, November, December, January, and as of tomorrow February. 

  
  Sincerely,
  
  ****** ***

  Business response

  02/01/2024

  The renewal notice informed the resident that she would renew at a month to rate. Our lease also outlines the month-to-month stipulations. We will not be refunding any rents paid, as the resident is on a month-to-month status and are being charged appropriately.
  

  Sincerely,

  
  Brianna M***
  Regional Manager
  

  
  

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The renewal notice I received 7/20/23 states "If you are unable to sign a new lease agreement at this time, your lease will automatically be renewed on a month to month basis with an additional fee of $250.00 effective 10/14/2023."

   

  My lease outlines terms for "Renewal" in paragraph 3. It states: "This lease contract will automatically renew month to month unless either party gives at least 60 days written notice"
  

  
  Neither the renewal letter or lease terms state that my base rent of $722/mo will change upon a month to month contract.

  
  I am not being charged appropriately according to the lease terms and notices received.

  
  
  Sincerely,
  
  ****** ***

  Business response

  02/05/2024

  We have done everything we can to rectify this situation. Unfortunately there is nothing more that can be done.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sevenlakes at Carollwood, *****, ** We have been consistently trying to get a hold of management regarding our owed security deposit. We have been told that we owe a balance (no communication went out about this, we were only informed because we called inquiring about the security deposit) and our deposit is being withheld. However, upon move out we were informed that this balance would drop off after our move out date and we would receive a check for our security deposit within 45 days of move out, as well as an itemized list of any deductions taken from the deposit. This owed balance was left on the account due an incorrect amount in the system and we were told that due to the system/property management change it could not be adjusted. We were given the correct amount to pay on a handwritten sticky note and, again, were informed the difference would drop off and nothing more would be owed. I have email communication and have forwarded them to the office multiple times for them to research and we still have no resolution.

  Business response

  02/14/2024

  There was an incorrect insufficient notice penalty charged that has since been reversed.  We verified a forwarding address and have processed the refund.  The resident was made aware of it on 1/25/24.

   

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

  Resident Service Manager

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

  e: ********************************************************

  BridgePM.com 

   

  

  Customer response

  02/14/2024

   
  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.
  
  Sincerely,
  
  **********************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I resided at Laurel Hill Preserve for a year with good standing. I was a good tenant and upon move out it was confirmed that no damage was done to the property. I resided in the apartment as I completed my college degree. The date of my move out was Aug. 18, 2023. For August, I was asked to pay a prorated amount amount which was calculated by the leasing office for the days I actually occupied the apartment which totaled near $1100. This was paid immediately after informed near the first of the month. Shortly after paying this amount, the leasing office updated the account balance to $0. The move out was successful and everyone moved on, however now, 4 months after move out I am receiving a letter with an invoice attached stating I owe a balance for rent and utilities (the invoice is also clear that there was no cleaning, damages, or key charges) for $727.25 dollars and after contacting the assistant property manager Karen P***** several failed times via phone, in person, and email, no one has given me an explanation as to how it is possible I owe the property any additional rent. In the email sent to Ms P*****, all supporting documents were provided (I.e. screenshot of account portal stating $0 balance, rent payment verifications, move out completion documents, and receipts) Since receiving this email from the property, I have also noticed that this amount has also been applied to my credit report, in which I have excellent standing, which is absurd when the only attempt at informing me of such charges was not even 2 weeks ago (approximately Dec. 14). I do not owe any additional charges to the property and am disappointed that the lack of responsibility and follow up is causing me to suffer credit and credibility damage. My hopes are that the amount is removed from any accounts I have had with Laurel Hill Preserve and I am emailed and mailed a certified letter stating that this was in error and no remaining debts are owed.

  Business response

  01/08/2024

  Good morning,

  I am writing to provide an update on the situation with the resident who recently contacted the Better Business Bureau (BBB) regarding a claim from the National Credit system. This issue stemmed from an error in her move-out statement from Laurel Hill Preserve.
  
  To address this matter, I have escalated the resident's account to our accountant, Josean, for a thorough review. Following his examination, we made necessary adjustments to her ledger on January 3, 2024. These adjustments reflect that the resident does not owe any outstanding amount to Laurel Hill Preserve.
  
  Furthermore, to clear any misunderstandings and rectify the situation with the National Credit system, we have sent a detailed email to them. In this correspondence, we clarified the error and confirmed that the resident has no pending dues with us. This step is crucial in ensuring that her credit record is corrected, and no unwarranted claims are made against her.

  Customer response

  01/08/2024

  
  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.
  
  Sincerely,
  
  ***** ******

*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. ↩