ComplaintsforMonarch Multifamily

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I need my sewer link in the basement fixed because its a hazard. I am not getting no resolution from the landlord and nobody came to fix the issue .

  Business response

  10/07/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you've experienced with the sewer line issue in the basement. Ensuring the safety and comfort of our residents is a top priority, and we regret that this matter has not yet been resolved. We have escalated your concern to our maintenance team and will ensure someone is dispatched as soon as possible to address the issue. Please feel free to contact us directly so we can work on a swift resolution.

  Customer response

  10/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22337939
  
  I am rejecting this response because: this company has made me suffer by living in this home with sewer and it led me in the hospital because of being breaking out in bumps and I had to take steroids by mouth for the bumps to clear up because i had an allergic reaction.
  
  Regards,
  
  ***** ****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Contacted the property manager numerous times every since the owner went to this company. From the beginning it has been a disaster. The first months rent due but I was never set to pay or sign the new lease but wanted me to pay late fees and the due date was wrong from the beginning I was told that it would get corrected but it has not as of today and it has been 2years. the next month I had to get a new refrigerator and it took them 3 months to fix it it took them 6 weeks to try and respond and do something because the property manager was always out of town which is unacceptable when I have 3 young boys to feed. It should have bee resolved in 24 hours. But they do not have a issue raising the rent my rent went from 1350 to 1700 in three years. And here it is the same time last year and this refrigerator has went out and still the same thing now. I have called sent messages and ****** will not call me back.The property owner is texting me to send her message because he ca not get in contact with her either. This is unacceptable and I need help. I want to put my rent in escrow

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about June 28th 2023 I placed a deposit of $1500.00 with this rental management company for a rental home. I moved in on 7/1/23. I renewed my lease for one month on or before 7/1/24 and moved out on 7/27/24. I left the home cleaner than when I moved in, I provided several improvements to said home and let management know I was purchasing a home and would need my deposit returned. I paid rent on time every months for the 13 months I was there. I was assured my deposit would be returned within 30 days. I provided direct deposit information as well as a forwarding address. I have still not received my deposit back. I did get a notice in July that my deposit would be refunded in full but have since been unable to reach anyone at Monarch either by phone or email. As I upheld my contractual duties as a renter, I would like same from this company and would like my deposit money of $1500.00 USD returned to me post haste. The unit in question is ************************************** This unit has new occupancy and there is no reason to withhold my deposit.

  Customer response

  09/10/2024

  I would like to know why I am only getting $1296.99 back when I was told I would get my full $1500 deposit back. 
  This is not acceptable. They tried to charge me $200 for holes in the wall that were there when I moved in. After checking on their move in and check out list, they told me they would refund my full amount of $1500. I also have photos from when I moved in that I can provide.
  I would like to know where the rest of money is going.

  Business response

  09/13/2024

  Thank you for reaching out and for providing your feedback. I understand your concerns regarding the deposit refund. The charge of $203 was not for the holes in the walls but was for three months of water and sewer services. The remainder of your deposit, $1,296.99, was refunded after deducting this charge. If you have any further questions or need additional clarification, feel free to reach out, and wed be happy to assist you.

  Business response

  09/13/2024

  Thank you for reaching out and for providing details regarding your deposit. I understand your concerns and want to confirm that the amount of $1,296.99, after the deduction of water and sewer charges, was refunded on September 10th, 2024. If you have not yet received the funds or if there are any discrepancies, please let us know so we can further investigate and resolve the issue promptly. We appreciate your patience and are here to assist you with any additional concerns you may have.

  Customer response

  09/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22253688
  
  I am rejecting this response because:

  I was send a notice for return of deposit but have not received the funds.

  
  
  Regards,
  
  ***** ***

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I put in an application for a property that is managed through Monarch multifamily. The property is $1400 a month in rent. I make close to $6000 a month in gross and so with that being said, I clearly made three times the rent. I also have had my credit ran at least twice within the last 30 days by mortgage lenders Because I am looking into options of renting as well as purchasing a home. Both of these lenders concluded that my credit is excellent. I received an email today Saying that my application was denied for the following reasons: Total income and/or assets are inadequate to rent this unit.APPLICANT DOES NOT MAKE 3X'S THE RENT AMOUNT (NET PAY) HOWEVER MAY SELECT ANYTHING IN OUR PORTFOLIO UNDER $1280 & UNDER..Your resident score: 680 This information is clearly inaccurate based off my own documents that I submitted, as well as very recent credit reports. No one answered when I tried to contact the company. If you want to deny me, that is fine but do not send me an email with information that is clearly inaccurate. That is bad business and honestly, I would like my app fee back.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We applied to lease a property at *** S ****** Rd in Westerville. On 10/2/23 we were notified that we were approved and to download a tenant portal and pay the deposit. The email states we had 24-48 business hours however if we had not seen the property that did not apply. I proceeded to get the necessary renters insurance and notified the company immediately in email we were ready to pay deposit but would like to see the property. The next day I never heard back so I called and left a message. I then got an email stating someone else paid the deposit first and we could look at different properties. We are shocked and disheartened as we had no implications that there was a first come first serve or we would have immediately paid the deposit. I feel strongly that this is a misleading money trap and this company never had any intention of renting us the property but still allowed us to apply and waste time and money as well as sending very personal documents such as license, social security cards and paystubs before even being allowed to view the unit. This us UDAAP definitely misleading information and they acted like I shouldve known it was a pay first lottery but never stated or implied at all!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Never received my security deposit back of $1800 and was never given an itemized reason as to why it was not returned. Calls to the office, emails and voice mails have gone unanswered since May 6th. I just want my security deposit back. The building was sold and I was in touch with the new owner matter of fact he was the one I turned my keys over to once I left the premises. And I left it cleaned and they were planning on rehabbing the place like gutting it to put new cabinets and painting the walls. I would like the itemized details and my money back. Thanks

• Initial Complaint

  08/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My significant other and I lived at **** ********* *** we moved there in 2021 with the Leasing Office that was called Roost.

  The lease from Roost was from 2021- 2022. Monarch purchased a home in 2022 and we never signed a new lease with the company. They sent over a new letter stating how to start paying the rent. We stayed in the house until the end of June 2023.

  In April 2023, we received a letter stating that they were going to increase the rent starting June. I called the office and spoke to their employee named *******, and I notified him that we would not be renewing the lease in June 2023. I was told that our account was notated. We moved out of the house on June 30, and had the house completely clean. We were under the impression that everything was okay. Before departing we even left a thank you card (with keys) and our frw address to the Leasing Office on the kitchen countertop. We gave a nearly (60 Day notice) back in April to *******. After moving we started receiving text messages about the rent for July. I was so confused. My significant other drove by the house one day and saw a letter on the door. We both thought it was something from Amazon, which we were expecting before June that was delayed. It ended up being a summons to court from Monarch Leasing Office, who was suing us. I got on the portal and then it stated that we owed $2900. This was adding July‘s rent and August rent with late fees.

  We were scheduled to go to court on August 4, 2023 my significant other and I showed up to court and the case was completely dismissed. I have reached out to this company to see about our security deposit and have yet to hear anything back. When I did speak to property manager ****** Diddle she made it out to be as if we were wrong. We follow the proper protocol, and not to mention they submitted a letter to us in April stating they were going to raise the rent from $1250 to 1300+ starting June. And never raise the rent to what they submit on the portal.

  Business response

  09/19/2023

  Mr ******* thank you for notifying us of this issue. Per your lease agreement, notice to vacate must be given to us in writing. We have no documentation showing any notice was given which is why when July rent was not paid that we went through the proper channels to collect rent, issue 3 day then file eviction. 

  Customer response

  09/25/2023

  *** *******' via Dispute Resolution - Shared Inbox <disputeresolution@centralohio.bbb.org>
  Attachments
  Fri, Sep 22, 10:51 AM (3 days ago) to disputeresolution
  
  Complaint: 20529214
  
  I am rejecting this response because please view all the documents. We originally paid a $1250.00 security deposit to Roost Management. Monarch Multifamily can not produce any rental agreement with our signature with their company.

  The original rental agreement was from the previous company Roost and we were already staying there a whole entire year 2021-2022. After notifying Monarch via phone call when they emailed us the renewal letter/ and taped on door in April that we would be moving out by the time the rent would increase in June. To show how does honest they are. They said the rent will go up starting in June 2023, but they never increased it. Shows a huge disconnect at the company and ****** incompetency (Please view original documents sent via email). After cleaning out the entire apartment, leaving an thank you card to company. The company attempted to put an eviction on us (Please view original documents sent via email). But, Monarch attempting to charge us a $350 fee for legal fees for a case that was dismissed by the courts because there’s were no grounds. As well as adding an additional charged $100 late fee (July rent) …..for being late for a month that we were not even on the premises at all. To show that this company is being dishonest, they sent you a ledger to BBB even stating that we owe an “alledge” $800. But if my calculations are correct, if Roost/Monarch was paid a $1250 security deposit and we “allegedly” owe Monarch $800…wheres the remaining $450 (left over), that should be returned to the tenants? We should not be charge for a $350 legal fee for a case that was dismissed as well as $100 late fee for a month that we were not even there. We should be getting at least a total back of $900. If you look at the pictures we clean the entire house so if they want to put down that we owe $350 for a cleaning fee (do not agree with that at all, but that acceptable).

  This company a scam and I will not rest until ******/ Monarch Multifamily will be held accountable for this unsettling situation. They have displayed being dishonest, scam artist, and complete liars. I will continue to fight for this as far as going to the Attorney General. This company cannot provide any lease with Monarch’s name on the header with my signature or Mr. Bushner’s our 1 year signed lease was up in 2022, and Monarch just transferred that lease over until we received a renewal letter on April 21, 2023 which prompted us to call Leasing Office and notify them that we would not be staying there any further due to the rental increase. I spoke with one of their employees name, *******, and was reassure that he was going to notate our account. But as you can see, the right hand, doesn’t know what the left hand is doing at this company because they sent a renewal letter, stating it will be increased in June 2023 and the rent was never increased in June 2023. Look at the ledger that Monarch sent. And please look at all the documents that I provided.  All we want is for our security deposit to be returned! That is owed to us (at least $900.00 from our original deposit) especially after they lied on us to potential future property owners that could’ve hinder our new place we may have like to call home.
  
  Regards,
  ***** *******

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my girlfriend toured a condo in mid July, we really liked it to we decided to apply. I initially set my desired move in date as September 10th but realized shortly after that I needed to move it back a couple weeks to the end of September. I called multiple times and was told to email the “leasing manager” which I did and even followed up. The gentlemen (which sounded like I was talking to someone in a call center) assured me I would hear back by the end of the day from the leasing manager. He called me back a couple days later and asked me to pay the security deposit and he would get me to the leasing manager. Who in their right mind would pay several thousand dollars of a security deposit to talk with a manager who at this point I’m not even sure exists. This company has been very fishy in all of my contacts with them so far. I would stay away.

  Business response

  09/19/2023

  Hi ***** I am sorry to hear you had this experience. It was never our intent to have poor communication with you. It is my understanding that with you pushing back your move in timeline well past the time in which we typically hold apartments that we had to get permission from the owner. We typically do not hold apartments after application approval without Deposit down, in which you did not pay. 

  Customer response

  09/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20517122
  
  I am rejecting this response because: I was never told it would be held with a deposit. I was told to pay the deposit and then it would be brought up to the property manager. All I wanted was a phone call from this so called property manager yet the only phone call I received was from someone in a call center. Have better communication when asking someone to pay a $1900 deposit on a property. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After calling my emergency maintenance line at 11pm at night while my house is flooding i was told they are going to get a ETA (estimated time arrival), the night went by no contact with me i waited til 4am in the morning for this to be handled and still no contact i then reached out by 11am to have maintenance on top of this issue and the problem was never on file. I then expressed how the electrical issue in our house had sparks coming out of the equipment such a ceiling fans and no longer had electric on the top part of my home. (Attic and 2nd Floor) They got us a hotel for two nights for these issues to be handled and the first day as of 8/8 the house at 4pm still was not fixed and flood damage was still ongoing. If you run water at all in home its a constant flow of water running out of the pipes in the basement. I contacted the business and still have not heard back on what their solution to this problem is going to be. 8/9 i have called and reached out with no reply of what the ETA is and still being put off as if this was no emergency! Bugs are multiplied and found a dead bird in the home at this point this is not in living conditions for my son and I. Im looking to get a solution for this problem to be handled and if not what to do next!

  Business response

  08/15/2023

  we have addressed the issues expressed and have scheduled the remaining new work orders. We also placed the tenant in a hotel for 2 days due to the inconvenience for her

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i monarch a deposit to rent a unit at 1580 shiloh springs road apt d in dayton ohio the unit failed 3 inspections with section 8 was told by ***** that i would get my deposit back been calling for 2 weeks and emailing and noone is answering my calls or emails ive left messages for britteny lane and still no return calls its been 2 weeks now and still no money back i paid 100 dollar application fee plus 795 deposit plus a 19 dollar convient fee

  Business response

  06/23/2023

  the deposit has been refunded

  Customer response

  06/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20176347
  
  I am rejecting this response because:  Recieved a letter saying refund was issued and haven't received the check it's been a week and still no refund
  

  
  

  
  Regards,
  
  ***** ****

  Business response

  06/30/2023

  ***** confirmed she received payment today. Email from her today is as follow, 

   

  
  ***** **** 3:47?PM (3 hours ago)
  
  
  to me
  
  
  
  Yes, I have received it. Just wanted to let you know it came through thanks. 

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