ComplaintsforLink Real Estate Group LLC

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I moved into my place I was offered a washer and dryer and I was told I had to pay $25 at the time of me moving in. I was ok with that but every since then Ive been charged 2 water bills , when I first moved in at 11/10/23 my rent was $1187 a month, thats with the fees , trash , pest and other things.

  Once I received an eviction and went to court and won my prices went up ! Im not understanding how that is legal or allowed.

  As of 6/24 I pay $1333 plus Ive been paying $35 for an animal that is no longer in my house ! Ive went to the rental office NUMEROUS times. I recently went to the office AGAIN about this issue and I was still charged $35 for the past 8 months. I called the office and talked to one of my property managers who said hed fix the problem as far as me being charged and the problem still hasnt been resolved!

  This is my first place , I pay my rent on time and I am destroying the property but I feel like Im being taken advantage of. I have mold in my bath tub , I have a crack in my ceiling ABOVE MY WASHER AND DRYER that pours like water whenever the water runs in the tub and Ive had somebody come out and it still continues to leak. I just feel like If Im paying almost $1350 in rent that these problems should be taken care of immediately!

  I was charged $100 extra this month 10/1/24 for my childrens playset being on my patio because toys arent allowed on the patio, only PATIO FURNITURE but everybody out in these apartments has something on their patio including trash , motorcycles , workout & actual couches. My patio is really clean.

  Me being charged for a playset randomly & I have lived here for almost a year , Im not being treated fairly!The property manager Ive dealt with about all this has no sympathy when it comes to the economy and the fact that I have a Autistic child who has to play with certain toys everyday the same way. I wish to bring this to light for future residents! The communication in the rental office is a MESS!

  

  Business response

  10/14/2024

  The tenant has never expressed confusion regarding her monthly charges prior to now. Had she raised any questions about these charges, we would have been more than happy to provide a clear explanation.

  The tenant is not being charged for waters twice, but for water AND sewer. 
  

  In March 2024,  we did attend an eviction hearing for this tenant, where we reached an agreement that allowed her to pay and remain in her unit. However, that would not have resulted in or have any relation to an increase in rent. 
  
  Pet Fee Adjustment:
  Initially, the tenant was charged a pet fee. In August , she informed our Assistant Property Manager that the pet had been removed from her home as of December 2023. At that  time, we informed  her that, the pet fee would be canceled moving forward. A credit of $105 has been issued for cover the fee for August, September and October. 
  
  Maintenance Issue - Ceiling Leak:
  On July 8, 2023, the tenant submitted a work order regarding a ceiling leak, which was addressed and completed by July 9, 2023. We were not made aware of any ongoing issues until October 4, 2023, when she submitted a work order after business hours. I am actively working with our maintenance team to implement a long-term solution to prevent any future occurrences and repair any damaged drywall. 
  

  On August 22, a lease violation was issued to the tenant due to a patio violation. Following this, the tenant had a conversation with the Assistant Property Manager regarding the acceptable use of the patio space. The tenant was informed that only patio furniture is permitted on the patio, as outlined in Section 9 on page 3 of their lease agreement.
  

  The tenant confirmed her understanding of this policy, and even removed the patio furniture. However, the tenant later placed the furniture back on the patio, which resulted in an additional lease violation fee.
  
  In light of the circumstances and the tenant's willingness to comply, we are willing to waive the lease violation fee. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My apartment has flooded 4 times since June of last year. Sewer water and pipes busting as well as tubs leaking through the floor. My unit is damp. I have requested to be moved due to health issues and mine and my 5 year old daughter are extremely sick from the mold growing in the unit. I have pictures, videos, documentation in writing to corporate and all maintenance requests that have been submitted. I have had it with this apartment treating tenants like trash. I've lived in my unit since 12/22 and started reporting the water immediately. 6/23 I even involved corporate and nothing was done. I have tried to obtain regionals Information but they wont provide it. Pictures and videos available by request.

  Customer response

  07/18/2024

  My phone number is ************ - It looks like it was entered incorrectly into your system. I sent videos and pictures to back up evidence of extreme moisture and multiple floods. I need air purifiers and dehumidifiers immediately. I also have incurred many medical bills since June of ***************************************** addition to my 5-year-olds health is not good. She was just seen at the doctor for the same symptoms that mold cause. I'm also being seen by a specialist for extreme exposure to mold. I'm highly allergic and this is documented on my health records. My daughter will now have to undergo more testing since we can't stay well while living in such constant damp conditions. The city sited them once and gave them 14 days to fix them. I have emails to corporate and the office going back to June of 2023. My health, my child's health and my belongings in my apartment are constantly getting trashed by this water. I should not be the one to replace or repair anything in the unit since this is an ongoing problem. My rent has never been late. The property manager is rude and wouldn't even take a Landlord Verification form from me yesterday to have completed. This complex does nothing but throw mud over a problem and call it a day until the next time. This was sewer water leaking into my apartment. $1,300 a month rent on top of my medical expenses, losing my belongings more than once and now mildew and mold growing on my belongings. No assistance was provided any of the times to clean up after the floods and repairs. I have done it each time. This is by far the worst experience I've had with a complex and good tenants. Regional should have done something to help for the inconvenience multiple times however only a 2 bedroom for money was offered to us for more money. A one bedroom was supposed to be offered to move me out of the unit but was not shown to us as an option. Additionally, they wanted me to submit all my financial paperwork to transfer. I asked for a form to be completed yesterday and was told that it had to be sent from the place requesting the form and I was not permitted for her to copy me in on an email that has my information on it. This place takes revenge on good paying tenants. I assure you that no one that is having us live in this unhealthy unit for so long would want to go through what I have in almost 2 years now. The ceiling is cut open as of now and the wall is completely out of my bathroom leaving us completely exposed. I had to seal up the hole in the ceiling myself with industrial tape just to be able to bath.

  

  Business response

  07/24/2024

  This resident has indicated she is putting her rent in escrow which means its a legal matter now. I'm not sure I can comment on it publicly until its resolved. 

  

  Business response

  07/26/2024

  This resident has indicated she is putting her rent in escrow which means its a legal matter now. I'm not sure I can comment on it publicly until its resolved. 
  

  
  

  Customer response

  07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22005366
  
  I am rejecting this response because: 

  This is the second time I have served the office with a letter and had the city come put my records on file. Renters have to protect their own rights and serve their selves a** help is not on the way unless you take action first for yourself. If you feel that Im wrong for invoking my right as a tenant then you clearly have mistaken me for trying to protect my health and 5 year olds health. *** documented this issue for over a year. Its very simple to resolve things before the point of even having to go through such is resolved. No comment is being made because they know Im right and they as well have the same documentation. Ive never stopped paying my rent even when *** served the letter so why am I not moved to a healthy unit and repair this unit and upstairs properly? Taking bits and pieces and putting bandages on them until the next month has gone to far. Im the one thats inconvenienced with the clean up, time lost and illness. Instead of evicting people not paying rent you should be concerned with the ones that are that need the repairs or keeping us as a tenant since we do keep up on our unit and the maintenance needed. Ive been communicating everything in email because the office doesnt want to talk to me directly as a tenant because they know they are at legal fault. This simply could be resolved by moving us to a unit that doesnt have everything falling apart and pipes constantly blowing up in the ceiling. Im afraid the neighbors upstairs are going to fall through the rotten wood floor and harm my daughter and self. I pay to much money and work to hard to come home to deal with constant under construction projects. I want this resolved and that is why Im tying to resolve it but they make it impossible. They want me to move out and be out of their hair but I simply want to live happy in a healthy environment. I just went to the doctor and my nasal passages are completely blocked and Im going to have to have surgery from breathing the air in this damp unit. My sinuses are completely blocked and my daughters now experiencing the same symptoms and being treated. They have all their rent money and they know whats going on but like to no comment or say we are waiting on this person or that person and nothing ever comes through and we are stuck in this mess. This is why Im reporting for unfair business trade as Im legally entitled to withhold rent due to the disability act. My daughter is special needs and is on an IEP and having all this ontop of being a single mom is just unfair. Move us to a new unit and accommodate us for the 2 years we occupied this premises under stress and sickness. 
  
  Regards,
  
  *************************

  

  Business response

  08/08/2024

  We are sorry to hear that you have been dissatisfied with your apartment. We strive to provide a safe living environment for all of our residents. All repairs submitted have been completed in a timely manner and the unit has been cleared by the city for habitation twice. We have received your recent request to vacate the unit and have agreed to release you from your lease early without any additional fees. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April '23, I informed my apartment complex about the lack of hot water in my kitchen. Despite constant follow-ups, I spent seven months washing dishes in the bathroom sink. **** later acquired the property but initially didn't fix it either. Other residents confirmed the building had been out of hot water for months due to a broken water heater. I re-reported the issue to LINK, requesting compensation as per the lease and state law.In October, I notified them that I'd file December's rent into escrow if the issue wasn't resolved within 30 days. The water heater was fixed shortly after, but they balked at compensation. I provided my notice to vacate in November, with a 60-day requirement, and indicated I would still file for escrow. They harassed me with notices despite receiving court notice about the escrow status.Their home office eventually credited a month's rent, and I released the escrow, effectively paying December's rent and moving the credit to January. I planned to not pay January's rent and get a small credit for the overpayment alongside the returned deposit.Since then, I've faced six months of unfounded charges against the deposit, incomplete deposit payments, and deposits sent to wrong addresses. Communication has turned nonexistent. I believe the charges were to recoup the loss from my early move-out (which was fine under the lease). Due to not receiving the correct deposit within 30 days, I now want the remaining money in full, including the overpaid rent and the unpaid deposit.

  

  Business response

  07/03/2024

  Can the resident please confirm which apartment complex and the name of the individual on the lease? We cannot find a record for this resident in our system. 

  Customer response

  07/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21934238
  
  I am rejecting this response because: It's not a response, they're just requesting more information. My name is ***************************, and I was at ******************************************
  
  Regards,
  
  ***************************

  

  Business response

  07/22/2024

  I have escalated this to our accounting department. I need a couple more days to get it resolved. 

  

  Business response

  07/22/2024

  Thank you for providing the additional information to help us resolve this issue. Attached is a copy of your ledger for the time period in question. According to our records, you are currently owed $75. We have attempted to contact you twice regarding your refund, but the email bounced back to us. Your refund check is available for pickup at the management office at your convenience. Thank you. 

  Customer response

  07/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21934238
  
  I am rejecting this response because: 
  
  1. My email hasn't changed or stopped receiving your emails, this is a flat out lie. 

  2. This doesn't address the numerous delays that occurred even before this was escalated beyond ******** to your management team, and for that alone you'd be in violation of the lease agreement where you indicate rental funds would be sent within 30 days, which did not happen. 

  3. I attempted to be conciliatory in attempting to get my money back, we're past that now. The fabricated damage claims on the ledger provided are nothing more than an attempt to retaliate for whistleblowing regarding the water heater. I want my FULL refund back. 

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

  Customer response

  08/06/2024

  There have been no checks sent to this address and there has been no communication. This isn't about me being dissatisfied, it's about Link reporting a resolution that hasn't occurred. 

  

  Business response

  08/08/2024

  Thank you for clarification on some items.
  
  1. Attached is a screenshot from our system of emails being returned. It is unclear what was causing the technical issue.
  
  2. The initial refund of $335.05 was paid Feb 1 as you can see from your ledger, a few days after you vacated the property. The additional $75 owed was a clerical error and was remedied as soon as possible. The check has been waiting for pickup for months. We have since cancelled the check and issued a new one that has been mailed directly to your address on **************** check was mailed on August 8.
  
  3. We strive to provide a positive experience for every resident. We certainly do not retaliate against residents for "whistleblowing." Move out charges for painting and cleaning are allowable and common charges within the bounds of the lease agreement. We agree to review any evidence you have that the charges are fabricated, including video or images of the apartment taken during move out.

  Customer response

  08/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21934238
  
  I am rejecting this response because: 
  

  
  1. There wasn't a miscommunication or technical error. Your screenshot shows the email from **** errored out at 11:28am but I received that email at 11:26am AND replied to it making the request for pick up. The original email **** sent requested a drop off, and I replied stating I wasn't going to let you send it to the wrong address and me wait again. You wouldn't have made it available for pickup unless you received that reply from me. I have the attached email included, so, when you said you attempted to contact me regarding my refund, and provided with ****'s email as proof, well, it's a lie. 
  
  2. The "clerical error" was also a lie. I had to fight for that with ******** because originally, that wasn't going to be paid either. More importantly, I don't live at that address. That was a temporary lodging while I escaped from your lease, when I expected that the payment of the deposit would be returned inside of 30 days. Which... it wasn't. Please see her email that's attached. I also advised ******** in March that I didn't live at that address, so why you'd continue to send checks there is absolutely baffling.
  
  3. While I understand that certain charges may be common at the end of a lease, the burden of proof should not rest solely on me as the tenant, particularly when the property management company is in the better position to document and justify these expenses. After speaking with *************************, I had the hope that I could expect some transparency in this landlord-tenant relationship. The charges for painting and cleaning should be substantiated with detailed documentation or invoices showing the nature of the work performed and the cost breakdown. Without such proof, theres no basis for the assumption that these charges were necessary or reasonable. **** should also bear the responsibility of showing the condition of the apartment upon move-out and how it justified the need for painting or cleaning.
  Moreover, per the implied duty of good faith under Ohio landlord-tenant law, I have a reasonable expectation that any charges made against my security deposit are legitimate and not arbitrary or retaliatory. Merely asserting that such charges are allowable and common is insufficient without evidence demonstrating that the actual condition of the apartment warranted the specific work in question.
  The law also protects tenants from excessive wear-and-tear charges. Painting and cleaning costs can only be justified in cases of damage beyond normal wear and tear. If the apartment was returned in reasonable condition, as I maintain it was, those charges are unwarranted. Without comparative documentation on the condition of the unit at the beginning and end of the lease (which ******** already admitted she didn't have), the presumption of damage should not automatically be applied to me.
  I will gladly provide any available photos or videos. However, the most conclusive proof of damageor lack thereofcomes from LINK, who had control over documenting the state of the property before initiating charges. It's reasonable then, that I ask for a detailed account of how these charges were assessed and an opportunity to cross-reference this with my evidence. Because that good faith and transparency isn't holding up considering the two other lies just in the last email.

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

  Customer response

  08/26/2024

  I have not received a single check for any amount since I started this dispute with the BBB. I reached out via email regarding the discrepancy in my deposit for $375. They're trying to send me a check for $75. I haven't even received that yet. I asked early on that it be made available for pick up. They never replied to notify me that it was available. 

  Customer response

  08/28/2024

  This is starting to feel like less of a mediation of any sort and just another venue for the company to create communication that they ended in the first place. The company shouldn't be able to get away with mailing me a reduced amount from my deposit at all, especially not after this long. I was hoping to receive some recourse or renumeration for the trouble of having to go to this drastic step. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Landlord keep putting fake bills on my apt door every month. (5 months) My case worker says that I don't owe either one for the five months. And stop lying on me about the harassing charge - acting aggressive toward her. She has stopped me from getting my rent, water receipts every month "June"

  BBB transcribed from hard copy complaint form received via US Mail

  Customer response

  06/17/2024

  Good morning. When you do talk to my *********** please find out if they are going to renew my lease in December. If they do renew my lease I'll stay and not have anything to do with the office. Put my money order in the drop box as I'm doing now. And just stay away from the office and stay to myself as I'm doing now. But if they will not renew my lease I've got other apts I've been on the waiting list. Ask if I can do month to month until I get a call from one of the other apts I'm waiting on. As I've said before I love my apartment and don't want to move out. I'm getting to old to keep moving around and lifting furniture. I just moved here a year and five months ago from *****************. The apts they closed ??. Remember ? Well thanks for everything.
  
  Sent from *********************** (****************)
  

  Customer response

  06/17/2024

  I'm just saying that every thing here is ok and quiet. I've not gotten any bill's on my door yet. I'm going to just pay $ ****** next month my part of the rent. I love my apartment and don't want to move out. But if I have to go I've been looking for an Apt this whole month. The paperwork that I sent to her management office. Was a state ment that I've been paying my rent every month on time. We use to get along until she started crying for extra money ?? every month. Let me know asap when you know anything about my situation here. Have a wonderful weekend and thanks for the paperwork and for caring about me. ***************.
  
  Sent from *********************** (****************)

  

  Business response

  06/24/2024

  We have issued a non-renewal. It has been emailed to the resident's case worker and also posted to the resident's door. We have offered to waive the lease break fee if the resident finds something before the lease is up.

  Customer response

  06/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21849527
  
  I am rejecting this response because: 

  **********************************
  Sat, Jun 22, 3:45 AM (6 days ago)
  to info
  
  
  Well she's up to her management tricks again. Today is Saturday morning and I just opened my apartment door. I got a message from her saying that they are not going to renew my lease. It says that at this time we are willing to waive the lease break fee if I'm able to find a place before the lease end date. I must turn in my keys to the office. On 2-28-25. Can I put my money into Escrow on the first of July ? Because if we go to court and my case worker tells what has been going on here for the last five months. Extra money every month that I don't owe. The Electric bill scam she tried. Contact me ASAP and I finally got a case worker at *************** But he's young and dumb I think ????. But ****************** was acting as my case worker at the time. Please call me back when you get this message. It's very important to me. ************. ******************* is my case worker at ************** #************. And ****************** number is ************. If I did put my money into Escrow can they put me out ??. You know that I've been trying to get away from this place ASAP. I'll be waiting on your call Monday morning please ????????.
  
  Sent from *********************** (****************)

  **********************************
  Thu, Jun 27, 12:44 PM (1 day ago)
  to info
  
  
  I just got another Apt and I'm very glad to be getting away from this place. You have always been there for me and I'd like to tell you how thankful for your paperwork. I'm still with CSB but I'm not even calling her anymore. But they do have to get the paperwork done so I can move out of here. The flats on Kimberly Pkwy will keep losing tenants and it's there fault. Link real estate is greedy and don't care about the tenants. They just want money ???????? and I don't care what happens to them. Have a great weekend and thanks for your help.
  
  Sent from *********************** (****************)

  Problem:
  I've been charged for a lot of money for five months this year. I've never been late in paying my rent ever. But since the landlord is losing tenants for five months. She's putting extra bill's on my apartment door.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Billing Adjustment
  Billing Adjustment
  select
  

  
  

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

  

  Business response

  07/01/2024

  Resident has indicated that they have found another apartment and will be moving out. We have offered to waive the early termination fee. We consider this matter closed.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Water bill issue $816 from December I believe til now I need full detail with my water ************************* so I can know I'm not being scammed out of money I gave Link property 1300 and for me to owe 816 and some odd cents is crazy they also say water is included in rent FALSE!!! It is a separate bill and will charge you like you were late for rent I have section 8 my payments are automatically sent they hold your payments and still charge late fees they were just closed indefinitely and maintenance was sent to other properties they don't know what is going on but they want to send me a letter saying I owe but just says management who is management once again I can't get that answer and nobody from their "corporate" to contact and i was given a noise complaint warning last year my neighbors complained because of my toddler jumping around at 10pm and my child is ADHD and autistic they should of thought about moving me on top of someone before moving me in I had to get a reasonable accommodation letter from my housing authority to have my sons doctor to fill out link management hires anyone in the office and they never stay long they leave they need to do better

  

  Business response

  06/17/2024

  Per the lease, each tenant is assessed their portion of the overall water, sewer, and gas bills based on the size of their unit and the number of people listed in the lease. These terms are clearly stated in the lease agreement that was approved by CMHA and signed by the resident. We do not have a breakdown of each tenant's usage because such a breakdown does not exist; all we have is a bill for the whole property which is separated into individual charges for each unit by a third-party billing servicer.
  
  The contract that the resident has with CMHA and CGI says the resident is responsible for the utility payments for the property in full. We have not received payment from the resident for their portion of the utilities due to the property since October 27, 2023.

  Customer response

  06/24/2024

  6/24 still not fixed a/c is broke and rusted fixed halfway and this is what the temp is in my home CMHA came and is giving them 24 hrs which CMHA said 6/24 3pm deadline then call back and say it wasn't fixed I wasnt even provided fans I had to spend about $150 on fans 

  

  Business response

  07/01/2024

  The original complaint was about the water bill and made no mention of the A/C. She reopened it and is now talking about the A/C. Does she need to close this and open a new complaint?

  

  Business response

  07/08/2024

  I'm working on this. I need a bit more time since she's bringing up a completely new issue in her complaint that she didn't bring up in her original message.

  

  Business response

  07/08/2024

  I'm working on this. I need a bit more time since she's bringing up a completely new issue in her complaint that she didn't bring up in her original message.

  

  Business response

  07/22/2024

  Thank you for your follow up message regarding the A/C. According to our records the work order for your A/C was completed on July 1. For further questions or issues, please contact the management office through the resident portal. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apartment complex refuses to fix any damages to the property. Ac has not worked in almost a year, and I have put multiple work orders in for multiple different issues and they will not fix anything for years. I put in a work order for AC 25 days ago today and still not fixed. I have called them multiple times and informed them of my severe asthma and and the asthma attacks I have had from sitting in a 90 degree home but still it is not fixed, and all it needs is freon. I have called many times and was even hung up on. This has caused me a lot of distress due to the asthma attacks and I can't sleep at night because the heat.

  

  Business response

  06/14/2024

  
  
  ************** was given a window AC to keep him over while we wait for the third party vendor to get us on the schedule for a full system replacement.  As soon as we know a date, we will let ************** know.
  

  Customer response

  06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21747890
  
  I am rejecting this response because: 
  A window unit was never provided. They did end up fixing the ac about **************************************** I asked in my complaint for a discount on the rent, but they have yet to even remove the late fees from my account. The ac is fixed, but the matter of the company breaking the lease by not fixing the issue within 30 days, and then asked that a pay the full months rent and the late fees. I still do not see this matter as resolved.

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

  

  Business response

  07/22/2024

  We sincerely apologize for the delay in getting your A/C fixed. The start of summertime is a very busy time for HVAC contractors throughout the city, and this year the summer heat started earlier than usual. Your A/C needed a full system replacement, and these things take time. We worked with our vendor to evaluate the issue and then schedule the full system replacement as quickly as possible.

  Attached is a screenshot of the lease terms, which states that the tenant will allow a reasonable time for repairs. The tenant is still responsible for paying rent on time while maintenance is being scheduled.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a resident at a property this company manages located at **** ******** ********* in ************, ******* and for a myriad of reasons I did not renew my lease one of those being a property manager who uses her position to retaliate against tenants. I am currently being charged because I was not able to return my keys after vacating because the office was temporarily closed and the property manger was not in the office. I went to the office on the 8th to return the keys and although the lights were on, the doors were locked, no one responded to my knock, answered my call or responded to my message. I turned in the keys on 1/10 and explained to the property manager why I was just turning in the keys. She indicated that my explanation was irrelevant and that she'd send me the final bill. I got the final bill and I am disputing the amount. I asked for an itemization of what I am being charged but was instead sent a ledger of my account with erroneous information-incorrect move out date, late charges and a running balance dated since 1/2021, which is the same amount I am being charged. I have requested the name and number of the corporate office and have yet to be provided with that information. I am respectfully requesting that these charges be waived because I could not return my keys because the office was temporarily closed and the property manager was not present. Thank you.

  

  Business response

  01/30/2024

  Hello Ms. ******,
  
  We’ve looked into your complaint. Our records show you had a scheduled move-out for 01/02/24, as you confirmed by email on 12/4/2023. As was communicated, the policy specifies that residents are responsible for any prorated rental balance that occurs until the keys are returned. Residents have several options when returning keys, and our office works to be flexible and make arrangements as needed. Unfortunately, we did not receive any response to our request to return keys until they were returned on 1/10/24. I hope this provides some clarity. As was communicated to all residents, LINK Is no longer the manager of this community and unfortunately, we are unable to provide any additional assistance to residents of The Park at Pottsburg Creek. For additional assistance, please contact the leasing office. 
  
  Thank you!

  Customer response

  01/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21153407
  
  I am rejecting this response because: The office was temporarily closed and there was no one in the office to return the keys to and I was not made aware of any other method of returning the keys.  I was never notified that I had to turn in the keys not by phone or by email.  It was not until Janurary 5th before anyone was in the office.  I went to the office on Janurary 8th and the doors were locked.  Before leaving the parking lot I called no one answered instead the voice response stated that the we are assisting another resident which was not so because no one was in the office.  I left a message which no one responded to.  I returned the keys on the 10th after it was safe to do so.  
  
  Regards,
  
  ****** ******

  

  Business response

  02/01/2024

  Hello, As a long-time resident, I’m sure you’re aware that the office is closed on weekends and major Holidays. While the office was closed for the New Year, it did reopen on January 3rd. Occasionally, our team does need to step out for a short period to assist current and future residents. I apologize that you did not receive a prompt reply to your call; I am unable to find any record of a call or message from either the number on file with your account or the number shared with the BBB. Residents are also able to contact our office by email or through their resident portal when needing assistance or to make arrangements. I do see that our Property Manager provided email notification stating that keys would need to be returned to avoid fees. This is also specified in your lease agreement. For easy reference, I have attached the email and a highlighted screenshot of this section of the lease agreement. I apologize that we are unable to provide any additional assistance. As shared in my previous reply, LINK is no longer the property manager of The Park at Pottsburg Creek. For additional questions, please reach out to the new management. Thank you.

  Customer response

  02/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21153407
  
  I am rejecting this response because: 
  As a long time resident I am aware of the policies and procedures of each new management company that has managed Whispering Oaks renamed the Park at Pottsburg Creek.  It is clear that this company will not shoulder any culpability in any capacity as to why I returned the keys when I did and it is irresponsible especially with the impact monies owed for rent can have on and the hardships caused to a potential leasee.   Your team member was not in the office until 1/5th, and the website indicated that the office was temporarily closed which it was.  I did call and left a message-which was never responded to-on January 8th when I bought the keys to turn them in because no one was in the office.  It is telling that there is no record of my message I have no message from your team member alerting me to returning the keys.  Up until the whenever I called the office there was no response just an answering service which wasn't the usual answering service that's typically played for residents or when there is someone in the office.  Thank you for responding to my messages we are at an impasse which is unfortunate.
  
  ****** ******

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the office in September to ask about pest control, because the roaches are crawling all over my apartment and not just a few. With pest control you have to empty out your entire kitchen every single Friday and if you do not then they will not spray I am a single mother working from home and still have a life so I was not able to comply for a few weeks due to the fact that I did not have time to empty out my kitchen, and then put everything back and then empty out my kitchen and put everything back when I went into the office, the man in the office threatened to evict me for not complying with pest control that was at the end of September 5 weeks ago to be exact. I was then told that I would receive an email to where I would send in pictures of the roach problem. I was also told that pest control would be out every single week so I took matters into my own hands and I got buckets and drawers to live out of so that I wasn’t emptying and putting back together my kitchen every single week, I have done this for the past five weeks and I’ve been living out of those things and pest control has not shown up. The lady in the office also stated that they are not in contract with any pest control at this time but yet we’re still paying for it (this was about a week ago. I got a notice saying that I needed to vacate the premises due to failure to pay rent. I went into the office last week, and the lady told me that they had not yet sent in our checks that we had given for our rent for the month of October . I do have proof with the secretary’s initials, and the date on both of the money orders that I turned in for October’s rent they put the notice on my door on October 27, 2023 and the notice was dated October 26, 2023 they also charged me $350 in late fees. I would like a return of the pest control that I pay each month until pest control actually comes out to do their job. my dishwasher has also been broke since March and only 2 burners on my stove have worked since I’ve lived here, I’d like some sort of deduction from my rent for not being able to use my appliances.

  

  Business response

  01/10/2024

  
  ***** ********
  3:18 PM (40 minutes ago)
  to me
  
  Hello ******, I spoke with a member of your team regarding the complaint last Friday, around 1:30. This resident's complaint predates when LINK assumed management of this community. However, we did schedule appointments and resolved the issues she was experiencing. We also credited her account for the pest control fees mentioned. She did choose to not renew her lease and is no longer a resident as of December. Your team member assured me that he complaint had been closed out.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They made me an unauthorized charge of 780 and now they are charging me 1069. I have evidence and conversations with them that they would not charge those charges since they had a contract with CGI and they were killed for breach of contract. I lived in that complex about a few months ago. Let me know with the time that they require by law to move before and Section 8 canceled the contract for non-compliance. The apartment where I lived had black fungus, liquid on the walls and floor. electrical short circuit problems and more. I never wanted to fix it, only the maintenance guys would look and that's it. then Cgi canceled the contract and it was clear he said that I did not have to issue payment notices nor did they charge him anything. I have many photos and evidence that proves what I say.

  

  Business response

  09/12/2023

  Hello! Thank you for reaching out to us with your concerns; we apologize for any inconvenience this has caused. I've escalated this to our accounting team and Regional Performance Manager. The account has been removed from collections and the team is working to adjust the account balance accordingly. Thank you!

  Customer response

  09/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20526648
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ******

   

  I do not accept those charges since they were not clear about them. I even have evidence that they tell me that the amount is much smaller. Also, the person who canceled the contract was section 8 because you failed to comply with the contract. The apartment was full of black fungus, water everywhere, electrical problems where water passed and other things to which you always made superficial fixes. I oriented myself with cmha and cgi and they said that you had a contract that you breached. They also charged me $780 that they had already debited from the account knowing that section 8 penalized them for non-compliance.

  

  Business response

  09/13/2023

  Hello! Can you please clarify the requested outcome? The balance has been waived and reflects a $0 balance. Please let me know if there are additional concerns you would like to address. Thank you!

  Customer response

  10/03/2023

  I had already filed a previous complaint which they closed.

  I provided all the information and more, but even so they came to the conclusion that you would not do anything, so I am submitting it again because it seems inappropriate to me. Besides, one tries to explain but they don't have anyone who speaks my language. This company made an unauthorized charge to me for the amount of $780 which they debited. In addition, they continue to charge me extra when the cancellation of the contract was between them and CGI (section 8 cmha), because they did not make the pertinent arrangements. The apartment had black fungus, water filtration problems that passed between the current and more. ultimately endangering health.

  In addition, my oldest daughter was not asthmatic and since I lived there she started having asthma problems and they even prescribed inhaler medicine as a result of this.

  The point is that they were not supposed to charge as stipulated in CGI's contract with **** but they still did it. Not according to that, the debt is in a collection agency that I go to and they insist that it is correct when the amount is not correct. I am asking that they adjust the actual balance and that they are not charging me the extra. since they know it is wrong. others endanger the health of others. It seems unfair to me that they decide in their favor

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my rent through the resident portal on the first of August and it was having technical difficulties and kept telling me error, hours later i received the confirmation for 3 payments of rent being taken out of my account. I emailed the property and explained, they told me to call the portal that there isn’t anything they can do on their part . After i called the portal support they told me that they have to speak to the property manager themselves to resolve the problem. I called the property manager and i was told that they were very busy with meetings and if and when they find the time they will reach out to the portal support. Showing no urgency or care as i explained that my account was over drafted $500. This has been an event that has reoccurred more than once. The unprofessionalism is mind boggling. So i had no choice but to call and dispute with the bank.

  

  Business response

  08/03/2023

  Hi ********! I apologize that you’ve experienced frustrations with your online payment this month and want you to know we’re working with the appropriate support services to have a resolution as quickly as possible. I connected with your property manager and reviewed your account history and communications to better understand the situation. I do see that a double payment was submitted on the evening of August 1st and you communicated the issue and followed up with our team the next day. Shortly after, our team reached out to *******, our online portal provider and was instructed to open up additional tickets with their merchant services department. We have all appropriate tickets open with them and are awaiting a resolution / next steps. We received a response, confirming that they are fully committed to resolving the matter and it is a top priority. I apologize for any inconvenience this has caused. Our team will reach out as soon as we have updates available. 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. ↩