ComplaintsforGoldberg Companies Inc.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint Regarding Unjustified $1,590 Inspection Charges after Move-Out Dear BBB, I am writing to file a formal complaint against GCI Residential and CopperTree Apartments regarding an unfair charge of $1,590 in inspection fees following my move-out from 1422 Som Center Rd, Apt 419. When I moved into the apartment, the unit was not in the best condition, and after residing there for three years, any wear and tear was consistent with normal usage, not due to any negligence on my part. The management is now attempting to charge me $1,590 in inspection fees, which I believe is unjustified and unreasonable. I have contacted the management to request an explanation for these charges. They assured me that they would provide the necessary details via email, but I have not received any communication from them despite follow-up attempts. I am concerned that failure to pay these unsubstantiated fees could negatively affect my credit, which is unfair given that these are related to normal wear and tear during my tenancy. I have been a responsible tenant throughout my stay, always paying rent on time and taking care of the property. I request that GCI Residential rescind this $1,590 charge, as it appears to be an attempt to unjustly bill me for normal depreciation of the property. I trust the BBB can help resolve this matter fairly and prevent any potential harm to my credit due to these unjust charges. Thank you for your attention to this issue. Sincerely, ****** *****

  Business response

  09/17/2024

  We appreciate the opportunity to address the concerns noted. We had only just received ******'s request on Friday afternoon so we had not even had time to address it when this complaint arrived Friday evening. Our manager responded to ****** as follows:

  Good Afternoon ******,
  
  I have reviewed your move out statement.  Here are my findings.

  Regarding the condition of the countertops.  I cannot find record one way or another regarding what the condition was of your countertops.  For this reason, I do not have sufficient back up to charge you for the countertops.  I will remove these charges ($700 )

  Regarding the condition of the mirrors.  I did find older work orders from you stating that the mirrors were not secure and based on the photos they do not look broken, just not secured.  I will remove these charges as well ($200)
  Regarding the ceiling.  The photos taken on the move out inspection indicate these charges are related to repairs to be made for mold/mildew growth.  I do not see any evidence of water damage from a roof leak in the photos taken on the move out inspection.  If there was unrepaired damage from a water leak above, it would not be something we would hold a resident liable for.  The photos reference mildew splotches on the ceiling.  This occurs when there is a lot humidity from the shower and it is not given sufficient opportunity to evacuate the bathroom space.  It sticks to the walls condensing causing the mold/mildew growth.  Residents should run the fan and leave the door open to allow said evacuation of moisture.  Based upon the fact there was evidence of this on the ceiling and that the light fixtures were rusted suggest humidity and moisture was not able to escape from those spaces.  For this reason, these charges do appear to be valid. 
  
  I am resubmitting un updated move out report to our accounts payable team removing the above-mentioned charges for the countertop and mirrors.  It will take about two weeks for them to resend a new statement.  Let me know if you have any questions or if you don’t receive the updated statement in about two weeks, I can double check for you.  If you wanted to submit documentation that helps clarify anything else, please feel free to submit to me.  I am happy to review further and make adjustments should they be deemed valid.  

  ----------------------

  We hope this resolves the situation, thank you for the opportunity to respond.

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response and for removing the charges related to the countertops and mirrors. However, I would like to address the remaining charges and provide additional clarification regarding the condition of the apartment.
  Ceiling Mildew Charges: I want to clarify that the roof leak occurred in one of the rooms, not the bathroom. The mildew in the bathroom was due to ongoing ventilation issues that I reported multiple times during my tenancy. Despite your team addressing the mildew issue once, the ventilation problem persisted, causing the mildew to return. The faulty ventilation prevented moisture from escaping properly, and I should not be held responsible for a recurring issue caused by unresolved maintenance problems.
  $75 - Extra Cleaning of the Stove/Oven: This charge seems unjustified, as the stove and oven were thoroughly cleaned before I moved out. I do not believe this additional cleaning fee should apply.
  $20 - Missing Slats on Windows: The missing slats on the windows were already loose when I moved in. This was a pre-existing condition, and I should not be held accountable for it.
  $75 - Sealing Food Stains on Ceiling: I do not recall any food stains on the ceiling. If any such stains existed, they were not caused by me, and I request this charge be reconsidered.
  $50 - Sealing Doors: This charge seems unreasonable, as sealing the doors is part of normal wear and tear after three years of tenancy.
  $20 - Broken Towel Holder: I do not recall the towel holder being broken upon move-out. If there was any damage, it would have been due to wear and tear, not negligence on my part.
  Given the above points, I respectfully request that these remaining charges also be reconsidered and removed from the updated statement. I have video documentation from both move-in and move-out that clearly demonstrates the condition of the unit, including the issues with ventilation and other areas of concern. I am happy to provide these if needed for further review.
  I appreciate your willingness to address these concerns and look forward to your response.
  Best regards,
  ****** *****
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Business response

  09/19/2024

  Please find below the answers to the additional questions that our Property Manager provided via email. We do believe we have now corrected everything, and we have supporting documentation for any remaining charges, thank you.

  ------------------------------------------------------------------

  Hi ******,
  
  Please see my answers below in red. 
  
  You are welcome to submit your video documentation for further review.  I also can provide you with the invoices for the work done where the additional charges/replacement costs were passed along to you if you wish. 
  
  Let me know if you have any other questions. 
  
  Mike ***** | Property Manager
  Coppertree Apartments
  1422 SOM Center Rd | Mayfield Heights, OH 44124 |  P 440.461.3800 ­|  ****************** *
  Pepperwood Townhomes & Gardens
  1432 Golden Gate Blvd. | Mayfield Heights, OH 44124 |  P 440.646.1616 ­|  *********************** *
  Create Exceptional Places to Live and Work
  
  From: ****** ***** ********************** 
  Sent: Wednesday, September 18, 2024 11:32 PM
  To: Coppertree *******************************
  Subject: Re: Follow-Up on Request for Reconsideration of Move-Out Charges
  
  Dear Property Manager,
  Thank you for your response and for removing the charges related to the countertops and mirrors. However, I would like to address the remaining charges and provide additional clarification regarding the condition of the apartment.
  Ceiling Mildew Charges: I want to clarify that the roof leak occurred in one of the rooms, not the bathroom. The mildew in the bathroom was due to ongoing ventilation issues that I reported multiple times during my tenancy. Despite your team addressing the mildew issue once, the ventilation problem persisted, causing the mildew to return. The faulty ventilation prevented moisture from escaping properly, and I should not be held responsible for a recurring issue caused by unresolved maintenance problems.  I reviewed all your work order requests.  The only documented work order I have states mentioning one of the fans not working is from back in march 2023 which shows the issue as being fixed.  Since then, we have no work order requests stating this issue.  While I understand your statement in regards to the ventilation remained faulty, we cannot fix what we do no know about, its our understanding that the issue had since been addressed.  Our expectation is that you notify us about issues like this by submitting work orders so it can be addressed thus preventing further damage.  Unfortunately, now the damage has been done, it will need to be repaired.  These charges do appear to be valid. 
  $75 - Extra Cleaning of the Stove/Oven: This charge seems unjustified, as the stove and oven were thoroughly cleaned before I moved out. I do not believe this additional cleaning fee should apply. Our cleaning vendor charged us an additional $75 in cleaning charges for the range.  Based on the photos taken of the range, these charges appear to be valid. 
  $20 - Missing Slats on Windows: The missing slats on the windows were already loose when I moved in. This was a pre-existing condition, and I should not be held accountable for it.  Every suite is provided a complete set of slats, secured properly, to the rail.  Reviewing the photos, there looks to only be a four or five missing.  This is not worth the $95 charge my maintenance supervisor assessed to this.  Replacement costs is about $3 a slat.  $12 would be a more appropriate replacement cost charge.  I will remove $83.00
  $75 - Sealing Food Stains on Ceiling: I do not recall any food stains on the ceiling. If any such stains existed, they were not caused by me, and I request this charge be reconsidered. I am also not sure what substance is on the ceiling, Chuck may have thought it food but it could have been something else.   
  $50 - Sealing Doors: This charge seems unreasonable, as sealing the doors is part of normal wear and tear after three years of tenancy. Per the move out inspection, there appears to be splatter stains on the door.  Splatter stains on doors is something we would expect the resident to clean.  Our vendor had to do additional prep. 
  $20 - Broken Towel Holder: I do not recall the towel holder being broken upon move-out. If there was any damage, it would have been due to wear and tear, not negligence on my part.  The photo does not clearly show a damaged towel bar holder.  Having not walked the suite prior to the repair myself, I cannot tell what condition it was in to make a determination of my own.  I will remove this charge ($20)
  $50 - Wall (Removing Lights and Patching): I do not recall any issues with lights that would have required removal or patching.  I do not see any charges related to lights.  I do see charges replated to additional prep work to repair/clean/seal walls which was an excess charge we incurred that would be passed along to you. 
  $50 Each - Sealing and Patching Two Places on the Wall: These charges appear to relate to normal wear and tear after three years of tenancy. I do not believe this should result in an additional fee.  Our vendor had to do additional prep work to repair/clean/seal walls which was an excess charge we incurred that we passed along to you.
  I will combine my response to points, 4, 5, 7, and 8.  Our vendor charged us $500 in excess of normal turn costs to plaster holes, prep stains and dark matter in all three bedrooms and living room (including the doors) in order for the unit to be brought into acceptable make ready condition.  Of this $500, our maintenance supervisor only charged $325 back to you.  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of **** ***** apartment at ********** ***** on March 31st, 2024. After few days, I received a final Invoice of $1945.09 on April 16th,2024 after deducting my security deposit. After I received the final invoice, I immediately contacted **** ***** Residential office to clarify why i was charged $2126.84 Inspection fee. There was no damage to the property, we thoroughly cleaned it upon moving out and met all the obligations in our rental agreement. I have contacted the residential office multiple times, speaking at Lori and other administrative staff, who all said that i would need to speak with the manager, Katie ******. Katie has never been available each time I called. I have left her multiple voicemails but she has never returned my calls. I have included copy of my call history for reference. Since I was unable to Speak with Katie via phone, I drove 40 miles to the **** ***** Residential Office to try and speak with her in person on Friday, May 17,2024 but was once again told that she was not at the office. The administrative assistants that were there were unable to provide any information about those charges and told me that they would leave her a message that I stopped by. As of today, I still have not heard from Katie or anyone else from **** ***** Apartments, GCI Residential LLC or Goldberg companies. Since no one returned my calls, i just paid my gas bill but after few months i received the notice from ** *** ********** LLC, a debt collector, that i owe $1927.46 to **** *****. According to section 5321.16, chapter 5321 Landlords and Tenants by the Ohio Laws and Administrative Rules: Any deduction from the security deposit shall be itemized and identified by the landlord in a written notice delivered to tenant together with the amount due, within thirty days after termination of the rental agreement. In this case, **** ***** Apartments failed to provide an itemized list of inspection charges within the necessary timeframe.

  Business response

  09/13/2024

  Thank you for the opportunity to respond to *********** ******* complaint. I have investigated the complaint and find the charges are warranted based on the condition of the apartment, please see documentation attached.

  We sincerely apologize if there were any communication difficulties, but our records show this information had been communicated with *********** *****.

  The complainant states, "There was no damage to the property, we thoroughly cleaned it upon moving out and met all the obligations in our rental agreement" but the attached images obviously show otherwise. Therefore, the charges will remain. We hope this clears up any confusion regarding the charges, thank you.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 6th, 2024 most of northeast ohio were affected by a very bad storm that came with wind that knocked people’s power out in there homes, My apartment complex Pine Ridge Apartments was affected and was without power for close to 3 days, I have two babies the age of 1 and 3 months, all of my food and there food and milk supplies were ruined due to the power outages, around that same time I had my rent for the month of August scheduled to come out of my account but due to the power outage that was also deemed a natural disaster, I had to spend that money to replenish my food back in my home so that myself wife and children had food and milk as all I had during that time, I knew due to spending that money that my rent would be late, but that would’ve been a dose of bad parenting to sit my babies in the house for two weeks with no food water or milk, that’s inhumane and terrible to do, So I knew my rent would be late so I sent an email to Angela the resident services Collections Specialists on 08/12/2024 the day the power outage occurred and explained the situation, I will attach the email on this complaint as well, but Angela never responded to my email at all so I called her today and explained to her what happened again over the phone and I explained to her I couldn’t make my payment til 08/21/2024 in the afternoon and agreed to pay the late fee and reversal fee, she stated to me since I didn’t have it 08/16/2024 she would be filing eviction against me on 08/19/2024 resulting in a legal fee of $255 on top of that, I then said again I will have it for you on 08/21/2024 in full which is two days later, she then said it would be filed that day and the legal fee would be applied 24 hours before I can pay which again is very inhumane despite most of this northeast ohio being affected by this natural disaster, people lost food and there transportation throughout all of this and Angela acknowledged it and then went onto say however they can’t give anyone extensions.

  Business response

  08/19/2024

  Thank you for your message ******, we understand the difficulties the massive power outages had on everyone. Our office did not have power either so it would not have received an email sent during the power outage, we apologize for any lack of response.

  Unfortunately, we are legally bound by Fair Housing regulations to treat all residents fairly and equally in all circumstances, and we are not permitted to make any exceptions. Please know this is not a company policy but rather a regulation by which we must abide. 

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******
  
  
  
  
   

• Initial Complaint

  08/02/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I recently moved out of ******* ***** *** (in Hamilton CT). Approximately 30 days after my move, I received a charge of $1,319.12 for carpet replacement. They claimed that the carpet, newly installed just before I moved in, needed to be replaced after only 10 months, despite its expected lifespan of 5 years. During my tenancy, we took appropriate care of the carpet. We always removed our shoes and switched to slippers upon entering, hosted no parties, maintained minimal foot traffic, and vacuumed regularly. There were no stains, broken pieces, or damages. Not burnt or stinky. No odor or water damage. Nothing. The inspection report photos (taken by them) also show no obvious issues with the carpet. Despite this, when I reached out to Judy, the manager, to discuss the matter, she rudely dismissed my concerns and refused to provide any proof of carpet damage. Her exact words are, "There is no need or reason for us to discuss anything further." This response felt not only careless but also irresponsible as $1,319.12 of my hard-earned money is at stake. It is very upsetting to be treated so unfairly, especially when I have taken good care of the apartment. This kind of behavior is unacceptable and shows a lack of integrity and respect for tenants. I have extra credits in the account plus security deposit, and they only return the left after the carpet charge. I firmly believe I am not responsible for this carpet charge and strongly request a full refund.

  Business response

  08/05/2024

  Thank you for the opportunity to respond to this claim. Upon review, I agree with **** and do not feel there is sufficient documentation to warrant the charges. We will work with our Accounting department to refund the remainder of ****'s security deposit and kindly ask for patience since this can take 10-14 days, but rest assured it will be resolved. We will also have our manager reach out to confirm this with ****, I apologize for the inconvenience. Thank you for bringing this to our attention, we plan to use it as a learning opportunity to improve our documentation process moving forward. 

  Customer response

  08/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had applied to this complex and was able to get ahold of them once on the phone and the girl had told me that she would send over the email of the steps to take to complete the application. I had mentioned that my mother would be cosigning in order to meet the 3X rent and that we were out of state and she said to just send in our paystubs to verify. So after spending in 150 dollars in application fees, I was instructed to submit 200 more dollars to a commitment fee. Turns out, I get an email a couple days later after I had emailed and left voice messages multiple times, and they told me they were not able to verify the income because it is out of state and not classified as remote work. No where on the website or was I told that our income had to be in the state of Florida. There's no reason I should of paid a commitment fee if our income couldn't be verified.

  Business response

  06/12/2024

  Thank you for the opportunity to respond to Ms. ******* claim.

  Unfortunately, the amount of income provided was not sufficient to qualify for the 3 times monthly income required to rent, this information is provided both on our website and in our paperwork. We requested documentation in addition to the Ohio paystubs, bank statement and $1700 social security, but claimant instead asked for stipulations if she did not lease with us - please see attached correspondence. We will be refunding $200, I hope this clarifies - thank you.

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before I moved out of ******* **** Apartments, I spoke to Judy, the manager at the time. I asked her if I had to do anything other than move out - i.e. any forms to sign, etc. I do not recall or saying anything. The office would be closed on the date of my move out. I did fill out and turn in my intent to move out document in a timely manner. Sometime after I moved out, I got a phone call from an unknown person in the office saying that I didn't move out because I didn't return a key. I explained that I did move out. It occurs to me that no one ever check the apartment. I asked to speak to Judy or to have her call me. Judy has never called me. As I did not live close by, it took a couple days before I went back there and dropped off the key. There was a new person in the office who didn't know how to help me. I again explained the situation and I believe I asked for Judy to call me. She did not. I also called. I believe I spoke to Alora. She said she would call me back so I could resolve this problem. She never called back. I can also document that I emailed about this issue. I have not gotten a response. Now, ******* **** has send a collection notice. I think that there was a turnover in staff around the time I moved out and something got lost in translation. It seems no one at ******* Hil wanted to or had the knowledge resolve my issue or simply check if the apartment was occupied. Instead, they sent a bill to collections, charging me for days after I moved out. I am asking that you please rescind the collection notice.

  Business response

  03/11/2024

  Thank you for the opportunity to respond. Please find included the email correspondence from Mr. ******** regarding the key return - although we do not think this is the issue regarding charges as there are no additional days charged on this ledger (also attached hereto). As a side note, we are unable to enter an apartment to check whether a resident is still residing or not, we need to receive keys.

  The move out final statement was sent to Mr. ********** forwarding address which he provided at the time his intent to vacate was submitted. The move out statement (attached) is sent directly to the previous resident by mail, so they have the opportunity to pay outstanding moneys owed prior to the account being placed in collections. If the balanced owed is not paid to GCI, the account will be sent to collections as was the case herein since the balance has been outstanding for 6 months. The majority of costs owed for this resident due to excessive cleaning and/or damages caused to the unit, photographs included in the attachment.

  We hope this clarifies the issue and that the attached documentation provides the answers Mr. ******** is seeking. The account will remain in collections until the balance due is remitted. 

  Customer response

  03/11/2024

  I do not understand the paperwork they sent.  This is not the paperwork they send me with the bill. I'll be happy to talk to them and work out a fair settlement. My number is ************. From what I can tell, they sent me paperwork previously that stated they were charging me for not moving out, then they sent this paperwork that is claiming extra damage. I can't even tell what they say I owe. A conversation would work better. I have called and stopped by. 

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My roommate and I currently rent a townhome at Pine Ridge Apartments, AKA Goldberg Company. To live there we are required to have renter's insurance. We have renter's insurance through ***********. Pine Ridge is set up that the insurance company has to upload the proof of insurance into an online portal. If our insurance lapses *********** informs our landlords and we will be charged 35.00 per day until we get insurance again. However, they don't inform you of these fees. It is only if we go into the online portal after we have paid our rent that we end up noticing there is still a remaining balance. The do not notify us of the charges via email or mail. And they do not give us an itemized statement. We have been informed by our *********** agent that our insurance has never lapsed. See attached documentation. Due to this we would like the fees we paid to be reimbursed back to us. However, when we try to have this conversation with resident services we get nowhere.

  Business response

  03/07/2024

  Our office spoke with the roommate of Ms. ******** yesterday and told her that once the policy is approved in Epremium and they verify there was no lapse, the refund would be addressed - we are unsure why this has been sent to the BBB. Please advise Ms. ******** that the documents must be uploaded to the proper channel and that renters insurance information must be kept current. Once we see the policy in Epremium we will refund the fees. Thank you for your assistance. 

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We still have not gotten our refunds since our policy has NEVER lapsed. Our landlords have not contacted us since the email they sent on March 6, 2024. See attached. I can only assume by this lack of communication that they are hoping this all goes away. 
  
  Regards,
  
  ******* ********
  
  
  
  
   

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I applied to the **** ***** Apartments and had notified them several times that we lived in Indiana looking to move to Ohio. While they were aware of our living situation they still guided us to apply for the apartment. We paid a $90 application fee, and they ultimately denied our application because we did not have an Ohio income. I asked for a refund since they knew we did not reside in Ohio, but they claim it is non-refundable. This is a scam, and they took our money knowing we would not be approved.

  Business response

  03/04/2024

  We look forward to assisting with complaint #********. The complainant said during the virtual tour that they had Ohio offer letters for employment, but these were never provided to us. ****** **** requested we accept their verbal guarantee that they would find employment soon, but unfortunately we are legally unable to do so. Our employee Jessica explained the process to the applicants thoroughly before applying, and our manager sent over the online signature that states our application fees are non-refundable. We have attached hereto the Terms and Conditions of same that were signed by complainant.

  Thank you for the opportunity to respond.

  Customer response

  03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****
  
  
  
  
   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 3, 2022 my bath tub filled up with water and debris. Maintenance came in to snake my tub from the wall behind my toilet. They never came back to paint that wall. There was another time before that, when rain was getting through my wall. They patched the hole but never came back to repaint. Resigned my lease that started March 1, 2023. I didn’t want to but I did not find anywhere else to live. In June, maintenance came into our storage room that is in our unit and moved my belongings with no permission to do so and I also started receiving compliance charges for not having renter’s insurance, even though I have a policy. I continued to try to submit my policy documents to property management here along with E-premium, the third party people that they use. I kept getting rejected by E-premium, all while they kept charging me those compliance fees for “not having insurance”. So I asked my insurance company to send it to them directly. In August, after they still hadn’t come into my unit to paint, I told them that I was going to put my rent in escrow and proceeded to getting back in contact with my lawyer. They came in and painted ONE wall when 2 needed to be painted and have not come back. As October has started, I received another compliance charge for the renters insurance. And they were supposed to come in for an inspection on October 12, 2023 and no showed the inspection. I am sick of this place and I am not paying that $35 compliance charge for insurance that I have. Their team has terrible communication skills internally and poor customer service. I have a recorded conversation of the Resident Service manager of her gaslighting me and making false claims to come into my unit to make the necessary repairs.

  Business response

  10/19/2023

  Thank you for the opportunity to shed light upon Ms. *******’s claim. Her insurance, which is non-compliant due to lapsing, has been explained numerous times by our team. We pulled up the portal to show her she had submitted the incorrect form - she only provided a quote sheet but law stipulates it We provided her with all the proper information to ensure the correct item would be submitted, but it still has not been submitted correctly on her end. This is not something that we are able to do, it is handled by E-premium (a third-party vendor) and must be submitted by all our residents. On August 1st, our manager sent her a recap e-mail stating why the insurance was flagged, letting her know what she needed to do to resubmit it, and that she could also send anything submitted to him personally so he had it for record as well.
  
  Also in August we were informed by Ms. ******* that our paint vendors did not finish painting. When our manager learned this, he immediately had our Operations Manager put her back on the painting schedule. We then had to reschedule, which was sent via e-mail as her dog was not put away. We let her informed her and offered to accommodate a 4-hour window for when the dog would be in a crate or not loose in the apartment so vendors could finish painting. To our knowledge this was completed.
  
  Regarding her items being moved, in this building there is a small locker room but Ms. ******* never signed up for a locker from us – unfortunately, she just piled all of her personal items into the locker room and was blocking other residents from being able to access their reserved lockers. Upon receiving complaints from residents, our team put a note on the items and then had to move them into an actual locker so other residents could access their lockers. We then had her sign up for a locker with us since she did not previously follow procedure to obtain a locker and was preventing others from using their lockers.
  
  Finally, pertaining to the pre-inspection: we sent notice to her but we had something else arise and had to call to let her know the appointment was missed but we would reschedule. Please note that the pre-inspections are only to identify what will be done for a suite turn.
  
  In closing, we regret that Ms. ******* is displeased. She has opted to break her lease early, but we have done our best to accommodate her – we do require all residents to follow our community stipulations and policies. We cannot make exceptions for residents since we are bound by Fair Housing regulations. We are unclear what Ms. ******* means by “no further contact by the business” but she will be responsible for the legal obligations outlined in her lease.
  
  We hope this clarifies the situation and appreciate the opportunity to respond. 

  Customer response

  10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As outlined by pine ridge, they are also legally bound to uphold their end of my lease. Which they have not. They did not call to say that they were not coming on Oct. 12 and they call any other time. If I am required to pay for a $35 compliance fee because I “wasn’t” in compliance. You’re required to come inspect my home at the time that you said you were coming on the notice that you left on my door AND per the verbal phone conversation with the head of maintenance. 
  The only maintenance that came that week was for another inspection that was supposed to be on Wednesday, October 11, 2023. And was interesting to me, is that they were still not supposed to come on October 11 because I talked to resident services again and they said that both inspections was not necessary because I am moving so they confirmed with  the head of maintenance AGAIN for appointment for October 12. Attached, is my call log from 10/12/2023 that does NOT show a phone call from you all at because you never called, and you know that. The only way of resolving this matter, is removing the $35 compliance charge, because I’m not paying for a policy that I do indeed have. And extended my intended move out date to December 11, 2023. Once I am out of your hair for good, you can continue to not do your jobs with the rest of the tenants. 
  

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

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moved from Pineridge Apt on July 27th 2023, which was my move out date. My security deposit was $150 which I was suppose to get upon my departure within 30 days which is what the state of Ohio requires. I called repeatedly talked with the girls in the office and also KATIE M***** who was one of the leading managers I even called her boss Goldberg Companies 25101 Chagrin 44122 216-831-6100 who directed me back to Katie. After weeks of emails & calls I was told there was no damage charges to my apt & my check would be mailed out immediately. The check was dated 2 weeks after my last email September 15th. & the envelope was post marked September September 20th. For only $150 and I had already told Katie at the point of our last email my security deposit should be $300 I guess she totally ignored my request. It wasn’t until in my email that I said I was going to notify the Attorney General Office about my complaint that I get a response from her. I lived there 7 years never been late with my rent but I’m sure if I had I would have had an eviction notice on my door with no time to pay. So what gives them the right to take advantage of the rules. I have had other friend’s & neighbors who have moved out who also had the same problem getting their security deposit back I’m sure you have had complaint’s before with this company. It’s just not right and they should not be able to get away with this.

  Business response

  10/05/2023

  Thank you for the information. Ms. M***** had spoken with this resident before her vacating regarding her security deposit. She did make a payment of $500, a credit check of $300 was due. The $200 difference was applied to the rent due in 09/2020, which was the first full month after move in.
  
  Looking back through completed work orders, it seems that we had completed each work order correctly, and the only ones left open for a longer period of time were due to delays in received parts or awaiting a vendor. During the time of moveout there were no open work orders, and none reported since 4/17/2023 indicating any work needing to be done in her unit.
  
  Her final unit inspection charges were $583.93, the items resulting in this total are as followed:
  
  Rescreen patio door- $25
  Carpet charges- $433.93,  carpet was last installed a month to moving in, at the time of moveout the carpet was asses to be heavily soiled and have very worn pile.
  Wall repairs- $125, these holes were from a  tv mount
  
  All repairs do have corresponding pictures, if needed.
  
  She was also charged a $50 late fee due to her final payment not being submitted until the 21st.
  She was also charged $8.46 for her electricity since she removed service out of her name prior to vacating.

  We hope that this clarifies the situation, thank you for the opportunity to respond.

*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. ↩