ComplaintsforDenizen Management

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Management at apartment complex, charging wrong amounts, not cashing checks, trying to charge late fees when things arent late

  Business response

  09/30/2024

  Thank you for giving us the opportunity to respond to Ms. ****** concerns regarding rent payment and billing issues at Carriage Hill Apartments. We sincerely appreciate all resident feedback, as it helps us continually improve our services. We are committed to addressing any concerns effectively and ensuring a positive experience for our residents.
  
  We understand the frustrations Ms. ***** has experienced regarding recent rent payment issues. As a valued long-term resident, Ms. ***** has always been important to our community. In this unique situation, we allowed her to continue paying rent via money orders, which is outside of our standard electronic payment system that includes options like our online resident portal, Flex, and CashPay.Unfortunately, due to our management team overseeing multiple properties, there was an unintentional delay in processing her recent check, as it did not include an apartment number or her name.
  
  Once we located the misplaced check, we immediately rectified the issue, including waiving the late fee for August as a gesture of goodwill. We have communicated with Ms. ***** about the benefits of utilizing one of our accepted electronic payment methods, as these ensure the most efficient and secure handling of rent payments.
  
  Additionally,we would like to clarify that the rent charges billed to Ms. ***** have remained consistent since we received notification from **************** regarding her portion. We always strive to accurately reflect any changes communicated by the ************************, and transparency remains a top priority in our billing practices.
  
  Moving forward, we are committed to improving our processes to avoid issues like this in the future. We are working closely with Ms. ***** to make her experience with us as smooth and pleasant as possible. We genuinely appreciate her continued residency and the opportunity to address her concerns in a satisfactory manner.
  
  Thank you for your attention to this matter. Should you require any further information or have additional questions, please feel free to reach out.
  
  Sincerely,
  Carriage Hill Apartments Management Teaml us why here...

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon supplying the required 60-day notice to vacate, I vacated my apartment at **************************************************************************************** on May 29, 2024 as stipulated on my Move-Out notice and returned all required keys and property. On Friday, June 7, 2024, I received via email from *************************, General Manager my Move-Out statement with itemized charges and the refund amount of my deposit due back to me ($1,481.38). The Move-Out request i provided clearly states my last date of occupancy as May 29, *************************************** the email by ******* has the move out dtae incorrectly as May 31, 2024. The evening of June 7, 2024, I sent an email back to ************************* asking for an explanation of why I was being charge an Administrative fee of $5.00 on 5/31/2024 that I had already paid the prior month and why there was another Administrative Fee of $5.00 on 6/1/2024 in addition to ******'s Insurance for 6/1/2024. I received no response to the email and sent another request on June 11, 2024 for a response/explanation which again went unanswered. The only amount that should have been deducted from the $1,540 deposit was $23.62 which I was informed would be outstanding. There is no valid reason for being charged that additional $25.00. I understand this is a minimal amount considering that I was returned the majority of my deposit, but it obvious I do not owe this money and I am requesting it be returned to me.

  Business response

  06/26/2024

  I just double checked my email inboxes and found no email messages from ************************* regarding her security deposit concerns.  She likely responded to the Move-out statement from Rent Manager which is sent as a do not reply. Her concerns are easily explained, and I would have been happy to assist her had I known she had concerns.  Ms. ******* lease agreement ended on 5/31/24 and although she may have returned keys to the apartment beforehand on 5/29/24, she was responsible for the apartment rent and utilities as outlined in the lease until 5/31/24.  Although Ms. ***** may have indicated her vacate date as 5/29/24, her lease ended on 5/31/24 and a notice would not have adjusted that end date.  The move-out statement for Ms. ******* account reflects the equivalent of two months utilities as they are billed a month in arrears.  For example, **************** did not pay for utilities for the first month in her apartment until her 2nd month living in her apartment.  The amount deducted from Ms. ******* security deposit is accurate as shown on her final statement.  I am attaching the move-out statement, account ledger, and lease agreement. 

   

  Property Manager,  The Lofts at *************  

  
  

  Customer response

  07/01/2024

  I can only go by the information that was provided to me which was the move-out statement showing I was charged on June 1 ***************** and the Admin Fees for 5/29 and 6/1.  The ledger provided, which I was not privy to seems to justify the $25 charge in question.  Not sure why the move-out statement was not prepared with this information, but at any rate, I do not intend to squabble over this amount and will consider this case closed.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Ive had drain problems that have backed up sewage onto my floor multiple times and I cant get anyone out to fix the issue. Ive also had a cockroach infestation that has been a continuous problem for over a year now. Any time I have an issue with anything you cant reach anyone and they never take any time to reach back out. The problems continue to build and get worse

  Business response

  04/09/2024

  From: **************
  Sent: Tuesday, March 26, 2024 9:32 AM
  To: *********************** <*********************>
  Subject: Correspondence Corporate
  
   
  
  First, I want you to know that our tech was there earlier this morning to address the washing machine issue. It was reported on Friday to ******* who own and operate the machines. We are contacting the water extraction company now. We had everything disconnected and someone said you keep going in there and hooking up even though you know it doesnt work. I dont have proof and it is here say so just FYI on that information.
  
   
  Also, I wanted to address the letter to BBB. I did a history review of your account and found that you have had the pest control company requested and they have been out every time you asked for service. They also notate the account every visit. I also contacted the owner of company for an update. A few reports from last July till now were varied reports. Some lives were found, some reports sited housekeeping issues, but the last 3.5 months no reports of live ones. This is confirmed by the company as well. Are you saying you are having issues again? If so, you have had no request, they just did a general request and found nothing on 3-21-2024.
  
  
  I have a work order for 3-15-24 which was closed because one of the Techs fixed the issue. I see no other work orders since June of 2022.
  
  If you need to contact us if you cant reach by phone leave a message or online request. We clear our voice mails twice daily. We are also open daily 10-5 and closed 1 hour over lunch you can come in person to discuss any issues. If you would like to set up a time with me, I would be glad to have a meeting with you.
  
  
  Sincerely
  
   
  
  **************
  
  District Manager

  Customer response

  04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards, the pictures above are from 4/7/24. This is 2 weeks after the last water incident and still has yet to be cleaned up by the apartment. And the unprofessionalism of **** for trying to place blame on anyone other than there lack of maintenance is sickening. I was the person Who called ******* distributing and the Apartment complex on both occasions.
  
  ***************************
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I lived at ********** estates on a yr lease. I notified ****** in writing, November 23 I couldn't renew my lease, I needed more space as I am having a baby in March24! I ask her if there was anythingI needed to do to the apartment to make sure to get my deposit back. She told me to have the carpets cleaned & make sure the apt was cleaned. I did have the carpets cleaned & the apt wad cleaned as well. When the movers were moving my stuff ****** the manager had an issue with them over parking while they were moving my things out I got a bill from the apt ************************* & was charged an early move out fee equal to rent, another month of rent, plus they are keeping my deposit, plus an additional 300 I paid above the normal deposit, which I was told I would get back plus interest being as it was added insurance for the complex against any damages. The bill they sent clearly shows 0 months left on my lease. The only damage is a mini blind they're charging me 55 dollars for, I did ask for the measurements so I could buy it but never got ********** ok with paying for the blind on their terms, that's fair but not all the rest of these charges.

  Business response

  02/19/2024

  There was a billing error on this account. It has been corrected. The General Manager  has sent the corrected statement to the resident and updated the account.  This was *** on 02/06/2024.

  Business response

  02/20/2024

  There was a billing error on this account. It has been corrected. The General Manager  has sent the corrected statement to the resident and updated the account.  This was *** on 02/06/2024.

  Customer response

  02/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Sierra ******

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reported ceiling leak in bedroom on November 29th, 2023. Did not ************** so I called the office Friday December 1st and was told maintenance would be right up they never came. I called emergency maintenance 6 times before a tech called me back and I asked him to come secure the water somehow as it has been leaking on to my bed. He came at 9pm and stapled plastic to my ceiling. The roof repair still hasnt been made and now it has resorted to me moving my king size bed to my living room. The property manager has not apologized once and I have called corporate 3 times being told a district manager would call me and has not. I asked if i could be put into a hotel until repairs are done as it has spread across most of my bedroom ceiling, got on my personal items and carpet, unsanitary, black mold and smells horrible, leaking into a huge trash can that I have been expected to maintain and dump out multiple times myself and the property manager told me to sleep in the living room until monday or tuesday last week. Was then told they are trying to get to me by 12/22 a month after i reported it. Still nothing and still leaking. It is unsafe and unsanitary and the most rude, unprofessional management i have ever dealt with has literally had me in tears and having to stay with my mom as they have not even started repairs. I also asked for a credit on my rent for the days I cannot stay there which has already been close to 2 weeks now. No response. No updates. I go back 3 times a day to let my dog out and the water just keeps filling the trash can that im expected to handle. Absolutely smells horrible and is so unsanitary with dirty rain/snow/roof water and possible large quantity of mold.

  Business response

  01/08/2024

  Hello ****,
  
  We apologize for the delay on the roof repair as it was out of our control. This is something that a licensed contractor/roofer must repair as our service techs do not have that capability to repair roofs. I do apologize that there was a delay in maintenance to provide a temporary solution. We promptly called the roofer upon being informed of your leak. The roofer came out and provided an estimate for the repairs. However, it was attempted to be scheduled through Dec, but the weather was not being cooperative as they can not repair in the rain and most of the month it has been raining. The roof needs to be dry to make the repair. We normally anticipate roof repairs to be repaired within a few weeks as roof *************** leaks etc are always a possibility and can take time to repair if outside contractors are required for it, but leaks are unpredictable and can only take action when informed. We again apologize that there were delays on the roof repairs and the inconvenience it caused you. If you have renters insurance depending on policy it may cover a hotel stay if necessary however, the leak was not to the extent that a hotel stay would have been considered necessary. As of 12/29/23 the roof repair has been completed and your drywall work is in process. We have inspected for mold, no mold growth was found. All wet/moistened drywall was removed to allow it to dry out and drywall was replaced. We understand the inconvenience and again apologize, and we thank you for your patience through this matter.

   

  Thank you
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at Bellevue Gardens for 5 years went through 2 management groups. My original lease had no smoking clause new management group did. I was told by the appartment manager that since I had been there 5 years they were going to have to repaint anyhow and not an issue I did not have to try clean walls. I put in a 3 month notice which would have given me time to clean them. I get bill for over 900 dollars 800 ish was for smoke damage. I have reached out to corporate for 2 months and the other complex managing it temporary. First I was told Be a week or two for an adjustment. After 2 months I can not even get corporate to call me back

  Business response

  12/07/2023

  Dear ******,
  Thank you for reaching out as we did not receive any calls at the corporate office that I am aware of prior to this complaint to dispute the charges. The management company has not changed, it has been the same management company since 2016. We have implemented a no smoking policy in the apartment units. However, no matter if a no smoking policy is in place or not,smoke damage is damage that is beyond normal wear and tear. All residents are responsible for damage beyond normal wear and tear.
  I have reviewed the invoice for the cost of painting your unit and we are willing to reduce the overall cost due to being there 5 years, you are correct we would have painted it and you should only be charged the additional damage costs beyond normal painting cost. The additional damage cost you are responsible for, as smoke damage is beyond normal wear and tear.
  The original amount charged for painting/smoke damage was ****** this total will be reduced to $348. This covers the extra 2nd coat of painting the walls, trim and ceiling painting due to smoke damage.
  Your total balance will be adjusted, and we will send you a new move out statement with new balance and adjust with collections. Please make efforts to pay as soon as possible.
  
  Thank you

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact company for over past 2 months to tell them I was leaving the end of November. I have emailed, phone calls to numerous numbers, text messages, and left written letter under the office door with no response. It has been broken promises to get things done. It's been over a year almost and still **************** are not working. Only washer & Dryer working is a tenants that he brought in. No responses to complaints and work requests. Leaks in foundation causing wet floors/carpet if heavy rain and hole in ceiling with filthy move in conditions. I moved in and there was visible dirt on floors, screws & nails on the carpet floors, and looked as if nothing was taken care of. Had missing outlet covers, one receptacle was causing a issue because it was wired wrong, underneath kitchen sink had floor rotting and pealing up and was starting to peal up under the bathroom sink. There was acknowledged issues when I moved in on January 6th of 2023 and was told they were getting right on it but months and months went by and nothing. Trash is always all over outside around the place and management can never be hot ahold of. The current manager I was told was fired for stealing and now there is no one ever on site. This is only a small list of ongoing issues. They recently sent out a letter letting tenants know of a price rate increase and that is a joke because they can not honor their side of the lease and take care of their tenants now and provide what they have been paying for already. Tenants continue to come and go from this location so fast it's a complete joke. To recap, continued efforts to contact them has went with no success. I have completely moved out and left apartment keys on the kitchen table and moved away. I had wiped and cleaned things down way cleaner than I received it on move in. I will not be paying last month rent because there is a constant neglect to tenants and they will not do their part to take care of this place

  Business response

  12/08/2023

  Dear *******,
  We apologize for any miscommunication or any repair request/s that have gone unaddressed. However, per our records the last work orders received in June 2023 seem to have been addressed. It has been confirmed with the staff, as well as a walk through with photos of your unit that was completed this week. Your apartment is in good condition and is a very nice unit with new carpet. The kitchen sink base cabinet bottom was replaced, along with the dishwasher was also replaced previously. We did not find any holes in any ceilings, and we found no water saturation in the bedroom from foundation currently,but it will be investigated further as we believe it was rectified. According to our records we have not received any further communication from you that there was still issues/repairs to be addressed as items do seem to have been addressed previously.
  We do apologize for the inconvenience on the down washer/dryer in your building however, we have a total of 8 washers and 8 dryers throughout the property. The majority are in working order and can be accessed in other buildings. The repairs are in process for the few machines that are down.  We are also in process of addressing the increased trash lately, as there has been a lot of illegal dumping in the area and will be increasing the weekly dump service.
  Regarding your notice to vacate. We did receive a work order online with your notice on 11/11/23 that you would be moving out at the end of November. However, per the lease agreement a 60day notice to vacate is required and lease does not expire until 12/30/23. This is considered a break of lease early and improper notice. As we have many available ways to communicate in writing for notices one of which you completed on 11/11. Proper notice would have been due on 11/1/23 to move out at lease end on 12/31/23 to ensure proper fulfillment of the lease agreement.
  We again apologize if there was any mis communication and wish you the best of luck.

  Thank you
  

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  You are incorrect on the washer & dryers. The day I left there was only 2 washers & 2 dryers working....of those 1 washer and dryer was not yours and belonged to a upstairs residence in the back of property.  I walked around and checked them. 

  2nd you didn't look hard enough and the hole is in the bedroom closet which was there on day 1 when I came there which I reported.

  3rd the water issue happens depending how much and how heavy a rainfall is.....it hasnt been raining.

  4th as for the moving out I had tried at least a dozen times with contacting you by multiple phone numbers from back in early October. Not one response was done to return any email, text message, or voice mail. There was no miscommunication at all.....I was trying to contact you its you that did not communicate at all.

  5th it's hard to get anyone on site as well because no one is there 95% of the time and last manager I was told got fired.

  6th I have talked to residence and alot of what's been going has been going on since before I even came there.

  I do not want any further contact with you and no further payments will be made. I have done my part it's you and the company that has failed. 

   
  
  Regards,
  
  *****************************

  
  

  Customer response

  12/10/2023

  They emailed me asking for over $1200 because they say I didn't contact them in time, but the problem is they never answered phones, were never on site, and never responded to voice mails or emails. I put a letter trying to let them know i was leaving before their stated time to notify them and also left a online statement as well. Also I had been trying to contact them long before the Nov 1st deadline all the way back to the beginning of October.  I even caught a maintenance guy around and gave them a heads up. Now they are asking for this over $1200 due to be not being able to get ahold of them and their neglect to never call back or respond and it's my fault ????? I don't think so. The feedback I have found about this company is unacceptable 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been a tenant with park side apartments since 10/2020. My lease is over on 10/31/23 The property manager ***** has been aware of my decision to move to since march of this year. Every time I spoke with with her she emphasized that I needed to put in my thirty day notice whenever I was going to move out. I went into the office Friday 09/15 to give my thirty day notice and ***** said okay. She herself said 3 times while I was in the office that it was in fact thirty days. ***** looked it up and said it was actually 60 days, and ****** attitude about the situation was oh well saying that now I have to pay an extra month because of the late notice to move but she has been telling me literally all year that I had thirty days. That money is now coming out of my pocket because I was told false information. I asked if I could get a prorated amount since I was told the wrong thing all year and she really just didnt care. Im not happy with this situation at all. Im flabbergasted by this whole situation. Im being ignored by corporate. Now watch since I left them a bad review they retaliate in some type of way!

  Business response

  09/28/2023

  We apologize for any confusion or miscommunication. However,per the signed written lease agreement a 60-day notice is required. As a courtesy we sent out a written renewal offer in July as a reminder the lease was coming up for expiration and a 60-day notice was required if planning to vacate at the end of the lease agreement.
  A verbal discussion did take place earlier in the year around March 2023, ************** stated she may have had to break the lease and was instructed that we offer a buyout procedure with a buyout fee, in which that procedure only requires a 30day notice. Under the impression each conversation earlier in year that ************** would be breaking the lease at some point soon and doing a buyout procedure she was instructed that a 30day notice is required for the buyout. The buyout procedure was not followed through earlier in year, in which time extended on and lease came up for expiration and a renewal offer was sent out in July with a reminder that a 60day move out notice is required if vacating upon lease expiration.
  

  We dont feel ************** was ignored by the corporate office as ************** did speak with a corporate office employee, as well as the regional manager reached out to clarify any miscommunication. However, ************* was not satisfied with the answer as explained above. The written lease agreement takes precedence over verbal and all residents sign lease agreements acknowledging that they have read and understand the written lease agreement.
  

  Thank you

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For the record Ive hired a lawyer because I spoke to the property manager in June and July. Whatever it was they sent out I clearly never received it. I guess thats why this company isnt accredited by the better business bureau because they do bad business and dont hold their employees accountable. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Put in an application for an apartment with a money order of $210.00 and waited for notification. 3/24, 3/27, 3/28, and 3/30 received no email or phone call. Visited the ************ office on 4/19 and was told ************************* was not there and that she would call. No call on 4/20 or 4/21. Put in a ticket complaint with ******* and **** (************ Property management company) on 4/21/23 (Ticket #: *****). ************************* (from ************) promised to call on 4/20 but received no call. Left message 4/26- no return call. Placed another ticket complaint with ******* and **** on 5/1 (Ticket#: *****). ************************* admitted to errors in application processing and said a check would be mailed. 5/19 No check received, left message, phone call not returned.5/23 no answer at ************, placed yet another ticket complaint with ******* and **** (Ticket#: *****). 6/1 called ************ and was told ************************* was not available and was transferred to voice mail: received no return phone call. Placed another ticket complaint with ******* and **** (ticket#: *****). Was told a check was cut on May 2 but nothing was received. ***** said she would "look into it". Still, no money has been returned.

  Business response

  07/11/2023

  To whom it may concern,

   

  ************************************* applied for an apartment here at ************ Apartments 3/27/2023 and later decided to cancel due to timing  on receiving a call back with approval. ******* was approved on 3/27 and received a Welcome Letter by email on 4/9/2023. ********************** has received her refund in the amount of $150.00 which is the administration fee. ************ did not refund the $60.00 application fee because we did run her application. **********************************. Manager reached out to ********************* today 07/11/2023 to confirm she has received the check in the amount of $150.00.  She stated she has received the check. 

   

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

  Property Manager

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

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

   

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** lived at Bellevue gardens since February 2022, you can never get ahold of management and BARELY maintence. I have multiple unanswered and Unclosed maintenance requests. They took out the drop box but many ********************** isnt present for multiple days that cross over the rent check day. I attempted an online pay once and got confirmation it was successful (which I have document of) and then three days later it voids, charges me $100 for it being voided and a $50 late fee for the rent, so then I had to wait till I got MY money BACK because their online system malfunctioned. ***** verbalized that he had two other tenants have that same issue and recommended a pay card. He told me hed void the late charges because I refused to pay that online void charge ($247 In Total) he said hed take that off too and hasnt, then said I have to call area manager *****, who DIDNT answer. So. I called the main ******* office. Theyre unreliable and unprofessional and blame their lack of service on the past landlord. Provided is multiple unanswered emails, proof of online payment that went through and then voided on their part. I am out of my lease and moved out, I want to level out all rent and move out fees for this. I will pay whatever is charged for apartment cleaning or damages

  Business response

  06/22/2023

  We apologize for any frustration or inconvenience. After reviewing your account and speaking with onsite staff the last maintenance request received was in March 2023 for a doorknob replacement and it was completed. There have been no service requests since that we are aware of.
  The drop box was removed per corporate to protect the residents payments, however we have many other ways to pay such as online,cash pay or in the office during office hours. The office is open 3 days per week as the manager runs 2 properties and is at another property 2 days per week. Office hours may not always line up when rent is due, but we offer other options to pay as well as a 5-day ***** period.
  Regarding your voided payments back in March, we do not void payments on our end. Payments are only voided by the online payment system for 2 reasons, either it went NSF due to lack of funds or a user error entering an incorrect account number. Per the history it looks as though the account was unable to be located, meaning the account numbers were entered incorrectly and no account was found. Regarding the fees per lease, you were charged 1 fee for $50 due to the account issue and a late fee for $50 as the payment was not received on time. We have not received any calls at corporate regarding the payment issue from March. However, we will waive the $50 fee as a courtesy due to the account input error and will be credited to your account. 
  We currently have you on notice to vacate as of 6/30/23 however your account is currently sent over for eviction, as we have not received payment for **** rent. If you have vacated, please return the keys to the office and the eviction can be dismissed. You will remain in possession and responsible for the unit until the keys are returned to the office.
  
  Thank you 

*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. ↩