ComplaintsforBell Partners, Inc.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Bell Partners Company,I am writing to dispute the deductions made from my security deposit for Legacy North Apartment ******, which I vacated on August 31, 2024.Background:1). Returned apartment key on August 31, ******). Leasing office stated deposit would be returned within 5 business days.3). Received deposit check for $335.52 on October 15, 2024, with unclear deductions of $164.48.Concerns:1). Lack of Itemized Deductions: No itemized list of deductions was provided, violating Texas law (***************************************************************************************************).2). Unexplained "Touch-up Paint" Deduction: $100 was deducted for "touch-up paint" (as mentioned by ****** ********, an Accounting Manager), without any explanation or evidence.3). Apartment History: The apartment had severe mold in May and was flooded by hurricanes in June/July. Extensive repairs by maintenance and third-party teams were still incomplete (including unpainted areas) when I vacated on August 31.Request:I request the following:1). An itemized list of deductions with descriptions of damages.2). Pictures of the apartment before and after repairs.3). Receipts for materials and labor.4). Clarification on the "touch-up paint" deduction, including the location and extent of the work.Texas Law Compliance:As per Texas law, landlords must:1). Return security deposits within 30 days.2). Provide an itemized list of deductions with descriptions of damages.3). Only charge for abnormal damage, excluding normal wear and tear.I look forward to your prompt response and resolution.Sincerely,J

  Business response

  10/25/2024

  On behalf of ***************************, the management company for Legacy North apartment community (the Property), we appreciate the opportunity to respond to the Complaint by ****** *** regarding her concerns related to move out charges.
  
  Based on the Complaint, it appears that Ms. *** is principally concerned with a $100 paint charge that was deducted from the $500 security deposit while processing the final account statement after her tenancy at the Property.  Please know that Bell Partners takes concerns such as these very seriously and ensuring that residents and former residents are satisfied with their property experience is always our highest priority.
  
  We have reviewed this matter in further detail and determined that Ms. *** was charged in error for the paint charge.  The onsite team has reached out to the accounting department to reverse this charge, process a refund, and send the check 2-day air to the forwarding address on file for Ms. ********** The Regional Director responsible for overseeing the Property is reaching out to Ms. *** to notify her of the current steps being taken to resolve this matter.  As such, we believe that we have satisfactorily addressed this matter, and request that the BBB close its file on this matter.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been a resident for 5 years, renewing my lease before Mr. ****** became the **. I am terminating my lease early due to his abrasive management style, particularly regarding tenant health. When I expressed my concerns, Mr. * suggested I break the lease, pay a penalty, and leave. While I am following through, I believe I should not have to pay an early termination fee, as my leaving stems from my discomfort with his approach. Mr. * seems to believe he can manage this property without regard for tenants. For instance, the email about preventive maintenance did not mention that someone would be opening appliances and taking pictures inside them. I felt my privacy was violated when my washing machine was unexpectedly opened for photos. Mr. * stated, As a management company, we are not obligated to consult with residents. I simply expect to be informed when someone is taking pictures inside my appliances. The final straw was the recent mandatory pest clean-out, where every building was sprayed with insecticide, regardless of pest issues. Its crucial for me to avoid toxins, particularly without a valid reason, as I do not have a pest issue. We were only notified about the timing of spraying in our individual apartments, and it took several attempts to get details about the treatment of hallways and trash rooms. Mr. * claimed there were "no common areas sprayed without resident notification," which is inaccurate. I learned the mailroom had also been sprayed, and treated areas should be avoided for at least 4 hours. I became concerned about exposure but could not gather information on when it was sprayed. What other actions are being taken on the property that could be harmful to me without any notification? Given this, I do not feel comfortable staying in an apartment complex managed by Mr. *. If I believe your actions jeopardize my health and privacy, I should be able to terminate my lease without penalty. I asked Mr. * to waive the fee, but he denied my request.

  Customer response

  10/24/2024

  Better Business Bureau:

  
  

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved out 5/2024 and still have not received my security deposit back.

  Customer response

  10/14/2024

  20th Street Station Apartments

  Name on Lease: ******** J Severson 

  Business response

  10/23/2024

  On behalf of ***************************, the management company for the ******************* apartment community (the Property), we appreciate the opportunity to respond to the complaint by ******** ********.
  
  Based on the complaint, it appears that Mr. ******** is principally concerned that he has not been refunded his deposit after vacating his previous apartment at the Property.  We have reviewed the circumstances surrounding this complaint, and determined that on June 12, 2024,Mr. ******** was issued an initial refund check in the amount of $643.04. In ******* Mr. ******** contacted the Property stating that he had not received the check, and the refund check was then re-issued.
  
  To resolve this matter, the Property team has contacted the accounting team to get the check re-issued again and confirmed that Mr.Seversons forwarding address is correct.  On October 11, 2024, a new check was issued in the amount of $643.04, and Mr. ******** should be in receipt of that check now.  As such, we consider this matter resolved. 

  Customer response

  10/23/2024

  The reason the original check did not arrive is because the company mailed it to my old address despite me providing them with a forwarding address. Also, I did speak with the property manager but as of 10/23/2024, I have not received the check. 
  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/08/2024 at 12pm I submitted a maintenance request regarding my washer. This entailed that the washer was not draining at all. I have tried several times trying to reach out to the office to have this resolved and no one answered. I show up in office and ask them to try and get this resolved and sure enough they said they would but no one came. It is currently 10/09/24 and no one has reached out to us let alone come and resolve the issue. For the last several months I had to hand wring out every single clothing material. Until a point were we decided to go to the laundromat. Over the last 3 months we have spent over $400 at the laundromat because we have 2 kids that are very messy.An email was sent out on 8/21/24 saying that they will be doing mandatory inspections and doing regular maintenance, including but not limited to changing air filters, batteries in smoke detectors and thermostats. Estimated dates of these inspections are included in photos of the email.I am in Phase 2 Building 9 the estimated day that the maintenance and inspection was supposed to be Friday, 09/06/24, I was at home all day, and I didnt even hear a single knock at the door.

  Customer response

  10/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22403335, and I accept it.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************* has been out of service for 3 months. This is completely unacceptable. I am unable to climb 3/4 flights of steps every day, multiple times a day with a baby. Please fix this or compensate me. Im pretty sure this is a violation of the state.

  Business response

  10/02/2024

  On behalf of ***************************, the management company for the ********************* apartment community (the Property), we appreciate the opportunity to respond to the Complaint by ******** **** regarding her concerns at the Property.

  
  Based on the Complaint, it appears that Ms. **** is principally concerned with the elevators currently being inoperable. Please know that Bell Partners takes concerns such as these very seriously, and ensuring that residentsand potential residentsare satisfied with their Property experiences is always our highest priority.

  
  The building in which Ms. **** resides in, **************************, was struck by lightening on July 23, 2024. In result of this, both elevators in this building have since been inoperable. *************************,the contractor in charge of the elevator repair, has been working diligently to get these elevators repaired. Although they are currently experiencing resource allocation issues resulting from the recent ******, **** anticipates beginning the repair work in the next week or two.

  
  We most certainly understand how frustrating and inconvenient this can be. We will continue to provide updates as we receive them.

  Customer response

  10/03/2024

   I am rejecting this response because:
  
  I would love to be compensated for not having an operating elevator for the last 3 months. I live on the 3rd floor. Getting home everyday has been a struggle for me.
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a reliable tenant at ******************************* for nearly 6years, consistently paying my rent on time, often ahead of schedule. Never a problem until I asked for a standard protocol.Recently, I encountered a problem with their maintenance team. I requested that the leasing manager ensure the maintenance staff provide advance notice before entering my apartment or, at the very least, leave documentation of their visit and the reason for it. Since then, Ive noticed troubling occurrences: items on my late son's memorial, such as a tea candle, have been moved or knocked over, and maintenance personnel have entered rooms unrelated to the reported issue. Their excuse was that the candle was burning. Which is a blatant lie. When I raised these concerns with the leasing manager, she chose to penalize me rather than address the misconduct of the maintenance team.Moreover, when it came time to renew my lease, I was told I had to reapply, unlike other tenants who had their leases simply renewed. My application was then denied based on a criminal record I do not have. This is the same record that was acceptable during my previous six years as a tenant at *************. To make matters worse, when I applied to another apartment community, I was given a negative reference by the Addison Point leasing manager. This is libel slander - I have made one single request out if the 6 years I have lived there - just one, and that is the request mentiined above. And because of the housing markets leasing manager feel they can treat their tenants any way they want! This behavior is clearly discriminatory and unacceptable.Rather than allowing me to leave on good terms, it appears that the goal is to damage my rental history and reputation.

  Business response

  09/23/2024

  On behalf of ***************************, the management company for the ************* apartment community in **********, **************, we appreciate the opportunity to respond to the complaint submitted by ***** ***********. 
  
  Based on the complaint, it appears that Mr. *********** is concerned with: 1) certain maintenance requests performed in his apartment; and 2) the status of his transfer application at the property.  Bell Partners takes complaints such as these very seriously, and ensuring the satisfaction of our residents is our highest priority.
  
  As an initial matter, the maintenance team conducts all maintenance and repair work at the property in accordance with both Bell Partners standard procedures and the terms of the residents lease.  With regard to Mr. ************ specific concern that a tea candle in his apartment had been moved, the maintenance team did enter Mr. ************ apartment in response to a service call, and, when they discovered that a candle had been left burning in the apartment while no one was home, they extinguished that candle for safety purposes.  This fact has been previously explained to Mr. ***********.
  
  Moreover,the property is currently undergoing extensive renovations, and all residents interested in transferring to a renovated unit were required to undergo credit and criminal screening.  Mr.************ application was denied, in accordance with the propertys standard criteria.  However, a representative from Bell Partners has reached out directly to Mr. *********** to discuss his appeal of the screening result, and we believe that this matter has been satisfactorily resolved.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 27, 2024, *************************** in *******, ** became an uninhabitable building for all residents due to a fire caused by Bell Partners Negligence. Residents were told we would receive our security deposits back in the form of a check, and I have yet to receive my $250 deposit. Although I provided proof to two representatives of the company, I have yet to be compensated. My emails and phone calls have not been returned although I was told they would several times. The last communication I had with **** was August 30, 2024. *************************** did not keep track of my security deposit from the time I transferred from one apartment to the next in 2018. Although they didnt acquire the building until 2022, they are legally obligated to have my security deposit from the transfer of the building from ********* to ****. Bell Partners has not tried at all to resolve this issue. They just notated my questions and concerns, but never replied to me via phone or email. I would not recommend living in any of their apartment communities. They do not maintain the building up to code, and violated several city ordinances. They have called the police on residents who have advocated for themselves. Its a shame that I have been a paying resident and been treated less than human.

  Customer response

  09/16/2024

  My name is ****** ******, and my apartment was ***************************************************************************************

  Business response

  09/24/2024

  On behalf of ***************************,the management company for the *************************** apartment community (the Property), we appreciate the opportunity to respond to the complaint by ****** ******.
  
  As an initial matter, we would note that the Property suffered a fire on July 27, 2024, which resulted in substantial damage.  Based on the damage from the fire and the fire-suppression measures, all leases at the ***************************** leasewere terminated.  Bell Partners recognizes that this has been an extremely difficult time for the Propertys former residents, and we have provided several financial concessions to assist those former residents as they locate new housingincluding providing a customer service gesture in the amount of $1,000.00.   We do, however, dispute the allegations of fault set forth in the Complaint.
  
  Ms. ****** was provided with a concession in the amount of $1,190.20, which reflected the above-referenced $1,000.00 payment and a prorated refund of Ms. ******* prepaid July rent.  Based on the Propertys records, however, Ms. ****** did not pay a security deposit when she initially moved into the Property.  As such,there is no security deposit to refund, as demanded in the Complaint.  ************* is able to provide documentation confirming that she paid a security deposit, we would be more than happy to review that documentation.

  Customer response

  09/25/2024

   I am rejecting this response because:
  I have provided proof via email multiple times that I paid a security deposit. You cant move into an apartment without a security deposit. I was told by Bell Partners via email that there was an issue with deposits when the building transitioned from ********* to Bell, and that some one would get back to me to send me a check. Its not my problem that the ledger **** has does not include records of when I transferred from 1057, paid a deposit, and my deposit rolled over to 4049. If I dont receive payment, I will move not only forward with legal actions stated by the ************************ negligence , but also sue for my security deposit with interest. 

  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against Bell South Shore apartment complex due to ongoing billing inaccuracies, unresponsiveness from management, and an unjust eviction notice.Details of the Complaint:Incorrect Billing: Since March, Bell South Shore has been billing me multiple for valet trash and storage unit services. I have been paying these charges every month through auto-pay, yet my account continually shows outstanding balances for these same services. Despite reaching out to management multiple times since March, they have failed to correct the issue.Unresponsiveness: I have contacted Bell South Shore numerous timesvia email and other communication methodsto resolve this issue. Despite my repeated efforts, management has not provided an accurate bill or taken any steps to address the incorrect charges.Unjust Eviction Notice: Despite my ongoing efforts to resolve these billing discrepancies, I have now received an eviction notice for the outstanding balance. This notice is based on the incorrect charges that I have already paid. I made it clear to Bell South Shore that I am willing to pay any legitimate outstanding balance as soon as they provide an accurate bill, but they have not done so.Resolution Sought:I am requesting that Bell South Shore immediately correct the billing errors on my account, remove any unjust charges, and retract the eviction notice. I also expect a formal acknowledgment from management regarding their mistake and assurance that this issue will not continue in the future or be applied to other residents.

  Business response

  09/10/2024

  On behalf of Bell Partners **** and the Bell South Shore **************** we appreciate the opportunity to respond to the Complaint by ***************************** regarding certain concerns with her tenancy.
  
  In the Complaint, ******************** generally asserts that she has been experiencing ongoing billing inaccuracies.  While we regret that ******************** is frustrated, after reviewing the account ledger, we believe that the charges on the account are accurate.  The site team has made several attempts to meet with ******************** to explain the account balance.  In addition, the site team has responded to all emails and calls regarding *********************** account balance.  The account ledger has been sent to ******************* for review, and she also receives an itemized monthly bill showing her account balance, which includes all charges.  For the past seven months,******************** has been paying a fixed amount, which is automatically applied to her base rent and utilities.  Afterwards, her account reflects other fixed amounts (remaining balance) instead of the utilities.  While it is unfortunate that ******************** does not agree with the way that the amounts are displayed, the balances are accurate, and the site team is unable to change the system setting to reflect any differently.
  
  Once again, we appreciate Ms. ********* engagement in this matter and for allowing us this opportunity to address her concerns.  At this time, we believe the charges on the account are appropriate. Therefore, we will not adjust her account as the balance is owed.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved to ************************** in *********, **, at the end of July 2024. Shortly after my move-in, I discovered a large water stain on the ceiling adjacent to the secondary bedroom. On Monday, August 14th, the maintenance manager, accompanied by a representative from Restore Pro, assessed the damage. The maintenance manager explained that the issue originated from the unit above mine and outlined the steps that would be taken. Despite this assessment, as of August 18th, I am still dealing with the inconvenience of industrial fans and a dehumidifier in my living space. This equipment has made it difficult for me to rest and conduct daily activities productively. The property is relatively new, having opened in early 2024, and as the first ******** of my unit, encountering such issues is unacceptable. I have also learned that multiple units across the property are experiencing similar or worse problems, indicating a broader issue with the property. Further assessments revealed that the water damage is extensive, requiring the removal of an entire wall. I have attempted to address these concerns with the property manager, but my requests for accommodations were met with rudeness and a dismissive attitude. The property manager's response was marked by ******* and a lack of empathy, which exacerbated my frustration. Bell Partners **** claims to prioritize caring for its residents and creating communities residents can be proud of. However, my experience has been contrary to these promises. The lack of effective action to resolve the issue and the poor customer service I have received undermine the company's commitment to its stated values. I am seeking the following resolutions: Immediate and comprehensive repair, compensation or a reduction in rent for the inconvenience and discomfort, and a formal apology for the inadequate service and lack of empathy displayed throughout this process. I hope this complaint is taken seriously and addressed promptly.

  Business response

  08/23/2024

  We appreciate the opportunity to respond to *********************************** concerns regarding the issues she has encountered at **************************. We understand the importance of a comfortable living environment, and we regret that we have not met ******************** expectations in this instance. Please know that we take her concerns very seriously.
  
  Regarding the **** leak in the unit above ****************, the team has followed their standard protocols for addressing such issues. The property's restoration company has thoroughly scoped the affected area, dried it out, and completed all necessary drywall and paint repairs as of the date of this response. The vendor monitored the unit closely throughout last week and, once the moisture levels reached an acceptable level, they removed their equipment and cleared the team to proceed with the repairs.
  
  We apologize for the extended repair process and the disruptions caused by the fans and dehumidifier. Ensuring proper drying is crucial to prevent future issues, and we appreciate ******************** patience as we worked to resolve this matter.
  
  Thank you once again for bringing this to our attention. ******************** understanding and patience are greatly appreciated.
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against ***** at the Lakes, managed by Bell Partners, regarding unresolved issues that may jeopardize my health and safety.On August 2, 2024, I reported mold within the walls of my apartment, along with a recurring leaking faucet. There visible mold and moisture in the walls and wall trim. Despite the serious nature of these issues, the management team did not respond until I submitted a notice of non-renewal for my lease. Only after this, on August 12, 2024, did *************************** contact me only on my notice of termination of my lease, at which time I requested urgent maintenance due to the health risks posed by mold.On August 13, 2024, maintenance workers entered my apartment, supposedly to address the reported issues. However, upon returning home, I found that no repairs had been completed, and my water was running ****** making it unusable for the night. I have since submitted another work order for this new problem.Despite being marked as completed, the original work orders from August 2, 2024, remain unresolved. This is not the first time work orders have been falsely marked as complete without any actual repairs being done.Given these ongoing issues, I am seriously concerned about my health and safety while living in this apartment. The presence of mold and incomplete repairs poses a significant health risk, and I believe my concerns are not being adequately addressed by the management team. I have been a resident of ***** at the Lakes for three years, consistently paying my rent on time and respecting the community. I am simply asking for my right to a safe and healthy living environment to be respected.I urge the management team to take immediate action to resolve these issues and ensure my apartment is safe to inhabit. Thank you for your attention to this matter.

  Business response

  08/26/2024

  On behalf of Bell Partners ***** the management company for the Anson at the Lakes apartment community (the Property), we appreciate the opportunity to respond to the Complaint by *************************** regarding his concerns at the Property.  
  
  Based on the Complaint, it appears that ****************** is principally concerned with repairs in his unit he requested through the propertys maintenance portal. ?Please know that Bell Partners takes concerns such as these very seriously and ensuring that customers are satisfied with their property experiences is always our highest priority.  
  
  ?On August 2, 2024, ****************** placed a request for repairs for the bathroom sink,ceiling, shower tiles, and possible mold in the bathroom. Unfortunately, due to a glitch in the Propertys maintenance portal system which has since been addressed and resolved the team did not receive this request until further communication from ****************** on August 12, 2024. Immediately following, the maintenance team responded to the request on August 13, 2024, and completed the repairs for the sink, ceiling, and shower tiles. In response to the complaint of possible mold, the team completed an inspection and did not find any evidence of mold growth.  The team did find elevated moisture levels, and, in an abundance of caution, the team contracted a 3rd party vendor to complete a second inspection of the home. A second inspection was completed by a third-party vendor, and they found a 3ft area that needed repair due to a water leak from the **** system. The vendor completed a treatment of the baseboards and the 3ft area. The home currently has a dehumidifier in the home, which the vendor has recommended remain in place until August 22, 2024, upon which time it will be removed.  
  
  We have spoken with ****************** about the status of his home and confirmed that he is satisfied with the repair efforts. As an additional customer service gesture, however, ********************** will allow ****************** to terminate his lease early, with the early termination fee waived.  We have conveyed this offer to ******************, and we believe that this matter has been successfully resolved. 

*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. ↩