ComplaintsforMorgan Properties

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/13/23 put maintenance request for carpet repair or replacement Maintenance staff came to examine the carpet and took pictures I followed up by calling the rental office for assistance 8/4/23 contractor came, examined the two areas where the carpet is torn away from the floor causing a falling hazard. He stated that the smaller tear could be repaired but the larger hole could not and needed to be replaced. He told me he would report his findings to the rental office.8/31/23 maintenance staff came to my apartment to see if carpet problem was addressed. I allowed him in my unit to see that it had not been repaired nor replaced.Today I get an email stating that the ticket has been closed with no explanation of why. I guess I am suppose to assume that the carpet issue will not be addressed. I think if that is the case the staff needs additional training in the area of communication and follow up.

  Business response

  09/19/2023

  Thanks for allowing me the opportunity to resolve your concerns.  Im sorry to hear youre unhappy with the onsite team and the conditions of your apartment home.  Our team goal is to render exceptional customer service and ensure our residents live in a comfortable, healthy environment, and complete all work orders in a timely manner.
  The service manager, **, inspected your carpet today and informed me that you were interested in carpet replacement versus repairs. The cost to replace the carpet is $602.40, and you would be responsible for removing your personal property. If you are interested in having the carpet repaired, I can schedule that at no cost to you.
  I look forward to hearing from you if you require assistance in the future, please contact the onsite team directly at *************** or via email at ******************************************************************.
  
  Sincerely,
  
  *********************************
  Rent Collection Manager

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved into this apartment on 8/11/23 and have had nothing but problems since we moved in. There has been water leaks from the water heater, washer, dishwasher and shower. Water is coming up from the floor. They replaced the water heater the first day that we arrived after we complained and did not tighten something all the way causing a gas leak (this was resolved). We still have water coming up from the floor, mold growth since the dryer was also disconnected, air ducts that have most likely never been cleaned, outlets that are wired incorrectly, missing outlets that are not up to code, nail ends sticking out of the floor, and now our electric and gas have been shut off due to a past due payment from the previous resident. We have been working with Peco since 8/10 to get the electric switched over into our names with no success.

  Customer response

  09/01/2023

  Message sent to maintenance and leasing office 8/31/23: I am reporting mold again. I called the emergency maintenance line because it says that mold is a maintenance emergency. Once I received a call back, the tech on the phone stated oh youre reporting mold now? I was there all day and there was nothing and now you want to wait until 8 o clock to report this? And I stated yes since I just got home and Ive been reporting this since weve moved in and to which he responded oh well then you can call during normal business hours tomorrow for this non emergency There are obvious signs of mold that have yet to be addressed, as well as moisture that is still there. This is harmful to our health. I then placed in the entry comments to call prior to entry since it was deemed a non-emergency. I also arranged for someone to be at our apartment all day so that they could come. There was a 1 hour timeframe where no one was there and that is when they came - without telling us. I found this out by calling the leasing office. Apparently they took pictures and deemed, from pictures and NOT TESTING, that it is not mold. We have had sitting water since we moved in, and there are obvious signs that it was there prior to our move in. I advised the leasing office that I do not feel comfortable with maintenance being there without our presence due to previous negative interaction, including one maintenance tech smelling of alcohol, cutting himself, bleeding on the piping and flooring and not even knowing it until we told him. Maintenance continues to dismiss all of our concerns with an annoyed attitude that we even brought up any issues to begin with. We need an independent inspection for our safety. We could have died from the gas leak, are actively getting sick from the mold, can get seriously injured from the sharp nails sticking out of the floor. Please send someone who can help resolve these issues and not just cover them up.

  Business response

  09/19/2023

  Following the received complaint, Regional Leadership scheduled a walkthrough of the home with complainant on Thursday, September 7,2023 to view outstanding issues that were reported in the home. As of September 19, 2023, all outstanding issues have been resolved with the exception of the installation of a new drain pan in their HVAC unit, which is scheduled to be completed on Wednesday, September 20, 2023.
  
  Related to complainants concerns regarding mold and mildew,a thorough inspection was completed by a licensed remediation vendor on Tuesday, September 12, 2023. Inspector completed a visual inspection and took moisture readings and air quality samples, all of which showed results within the normal range. Inspector concluded that there were no issues with moisture or mold growth within the home.
  
  Related to utility issue, this was confirmed to have been a system error on the part of the utility provider (PECO) and has been resolved.
  
  Following the completion of the drain pan replacement on 9/20/23, all outstanding issues within the apartment will be deemed complete.For any additional concerns, complainant should contact the propertys management office for assistance.

  Customer response

  09/28/2023

  [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

  08/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  These people are straight scammers. They have been overcharging US. SEE RECEIPTS BELOW.. They have charged us for replacement of kitchen counters when i have a WHOLE video PROVING that there was NO DAMAGE WITH THE KITCHEN COUNTERS on 7/28/2023 which was the official MOVE OUT DAY. They have been in the SAME condition since MOVE IN. Second, i had issues with this company before overcharging me for renters insurance when i already had renters insurance through liberty mutual !!! THIRD these people will also ignore countless of noise complaints , police reports , etc. I am taking legal action if this does not get resolved and I most certainly do have a case because NOTHING and I mean NOTHING has been damaged. Everything was left in the same exact condition since move in and move out. Please see receipts below with PROOF DATED. Unfortunately I cannot submit videos but I will submitting videos to the STATE. 

  Business response

  09/05/2023

  Good day, BBB

  Please be advised that *** ***************** off that you received a copy of your Lease Agreement & Addendum. That she received your unit in good condition, then acknowledged that she read & understood the terms & expressed the applicable laws of your state. And that she was required to notify us of any damages or repairs needed on the premises:
  
  You must promptly notify us in writing if the Apartment is damaged or repairs are required. Failure to promptly report such damages is a violation of this Lease. We agree to perform any necessary repairs or replacements promptly after receiving your written notice. Only our employees, agents, or contractors may repair the Apartment... You must then give us a reasonable opportunity to effect repairs correcting these conditions. Your failure to do so will constitute a waiver of any habitability defense you might raise and a waiver of any affirmative claim against us for non-habitability.
  
  After reviewing your Work Order Requests (attached), there were none regarding damages to these items charged. Also, all applicable laws impose on a tenant the obligation to return the premises at the end of the tenancy in substantially the same condition as when he moved in. Also, the tenant is responsible for any damage caused by his negligence. The state defines reasonable (wear and tear) as unavoidable deterioration in the dwelling and its fixtures resulting from normal use. Also, as per the Landlord-Tenant Act, applicable laws (wear and tear) are described as "broom clean." 
  
  Ordinary Wear and Tear: Carpeting/curtains slightly worn or faded by the sun or worn thin from walking.
  Damage:  Holes, stains, or burns in the carpet, food stains, discoloration that results from negligence, carelessness, accident, or abuse of the premises or equipment by the tenant, by a member of the tenants household, or by a guest of the tenant.

  All of her charges have been reviewed with the Property Manager & our Accounting Team and were confirmed valid. The balance on her account will not be dropped, and the pictures substantiate the claims for damages. MP stands by the charges on ************************ account under the agreed terms of her lease & all applicable laws. To ensure her account is satisfied with her outstanding balance & to be Discharged from any and all liability arising from this lease. ******************** may use her online resident portal to make her payment if one was created before she vacated. Or complete the attached credit card authorization form and e-mail it back to this e-mail address only when you would like your payment to be processed. You may fax it to the number below; the transaction will run manually. There will be no additional fees added upon completion of this manual transaction. A receipt will be sent to your e-mail address. Or she can mail a Cashier Check or Money Order to Morgan Properties at the address below.  
  
  ******************************************************************************************************************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As is normal protocol for apartment living, upon moving in you are given a move in form to fill out with any issues in the unit. Such as prior damages for example. With *********** Apartments & townhomes my sister had a very difficult start with dealing with one of the now former property workers named *****. Prior to moving in we were given a lot of miss information with our unit. I filled out the move in sheet & noted that there was preexisting water leak/damage on the ceiling in the living room along with a crack on the bathroom tile in the master bedroom. Upon turning this sheet back into ***** within 48 hours of move in, I asked ***** about getting the tile fixed & why it wasnt fixed prior to us moving in & were told that it would have to wait. Even after this there were many other charges added to our account with minimal explanation as to why. Now with having finally moved out & not resigning due to many issues with the property/residents & lack of help in getting resolutions. When we moved out we were unable to log into the property app to keep track on the deposit refund, until coincidentally the day that the $350 damage charge was applied & our adjusted deposit posted we were able to log in. They are now claiming that we broke the tile, I told the new property manager that it was broken when we moved in & is listed on the move in sheet. To which she said they would have to find it, which means they didnt even think to compare any damages to the sheet prior to incorrectly charging me for something that happened prior to moving in. I will not be charged for damages that I did not cause, thusly I will need the remainder of my deposit back, we also have a photo of the tile the day we moved in, that is timestamped as nothing had even been unpacked into the bathroom. I sent this photo to the property manager, to which she gave no response other than they are looking for the move in sheet. The incompetency of the previous staff has now caused major issues.

  Business response

  08/22/2023

  ********************* sent us a date stamped picture of the tile. It was discovered that past management didn't upload her move-in condition checklist.  We have submitted her refund through our accounting department.  She should receive her check within the next two weeks.

  Thank you

  ******************* - Regional Manager

  Customer response

  08/23/2023

  [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

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leasing office/management at Morgantown Place instructed us to apply for any of the available apartments online that we were interested in. No pictures of specific apartments were shown in conjunction with the application. A clean, well-kept unit was used in advertising on Redfin. We were told we could not view any of the apartments prior to leasing as they were occupied. We applied and were approved for the apartment and told to sign the lease to hold the apartment. When the day of the lease began, we picked up keys and went into the apartment to see it for the first time. The apartment has an overwhelming foul odor, pet feces and dirt stained carpets throughout which are peeling up and loose all around the perimeter. There is no floor trim molding except around cabinets. Kitchen and bath cabinet doors and drawers are broken with few being totally functional. There is a screw in the front of the dishwasher as well as rust and mold on the innards. The base cabinets are broken apart at the corners and screwed together haphazardly in addition to being warped and odorific due to excessive water damage. All cabinet doors in bathrooms and in kitchen are peeling their vinyl coating/wrap. A cockroach infestation is present. The air vents, covers and returns are dirty and mildew. An electrical outlet has prongs broken off inside of it. Immediately, we addressed the deplorable, unfit living conditions and absolute negligence on management and maintenance. We were told our options were to move to a sister property at a different rate AND paying $300 to "transfer" our lease, or have management address the infestation by spraying more poison in the apartment to kill the bugs. Our last option management gave was to pay $18,000 to buy out our lease. We have attempted to contact their corporate managers so they can address the false advertising, bait and switch practice, noncompliance with building and housing codes, and uninhabitably since onsite personnel have zero authority.

  Business response

  08/21/2023

  ***********************
  Property Manager
  Morganton Place Apartments
  August 21, 2023
  
  After speaking with ************** regarding the issues, I immediately discussed it with my supervisor. After doing so, I contacted ************** and arranged a date and time to view the condition of his apartment unit and discuss following steps. Upon inspecting the unit, I discovered that ****************** concerns were warranted and understandable. With approval from my direct supervisor, I informed ************** that we would be releasing him from his lease, without penalty, as our site and staff were responsible for the condition of the dwelling. The lease was terminated, keys returned, and ************** was given a full refund of monies paid (minus application fees) with an expedited refund. 
  
  While no mention of or request was made of reimbursement for external costs, it appeared to me that the solution we presented to ************** was amicable and required no further resolution. Should anything further need addressed, I would be more than happy to speak with **************. I would like to offer my deepest regrets for how the leasing and move in process transpired and use it for myself and my team to learn and grow, so as to prevent similar situations from arising in the future. 
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I haven't moved in yet and this place is the worst. First they charge for guest parking. Secondly, i signed my lease with a move in date of September 1, 2023 back in July and now they're telling me 2 weeks before my move, that my address is changing because they didn't confirm that this person was still moving, I have to contact movers, utility companies, insurance companies, contractors and furniture companies back again. The insensitivity is ridiculous and unprofessional. Just contacted the Regional manager *******. Left voicemail. Requesting a reduction or removal of security deposit and or upgraded apartment at no additional cost.

  Business response

  08/21/2023

  Good Afternoon,

  I spoke with ***************** regarding the current resident not moving out as scheduled. Unfortunately the resident extended the lease with minimal notice. We discussed the process when a tenant holds over which is often a process that would be beyond ** ******** new move in date of 9/1. ***************** was transferred to a new unit, when walking the new unit ***************** had several items that we will address prior to move in. I apologize for any inconvenience that this has caused unfortunately this is beyond the control of the team. 

  Thank you and have a great day!

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I'm writing this in complete frustration and dissatisfaction with your property. I live at ************** Apartments. My A/C unit has been broken for over 2 weeks, during the hottest temperatures of the summer. I have tried to get updates and feedback from leasing professionals/manger *******, maintenance manger *********** and assistant manger. Everyone says they are going to follow-up and never does, my request have been ignored and have fallen on death ears.  I don’t feel valued as a resident even as a human being, how do you expect me to live in an apartment home where the temperature reached 80 degrees daily?. Whether it’s a window unit or not it’s not cooling a whole 700 sq ft apart, when you have to cook and wash clothes that emit heat. And when I call for an update there’s a underline attitude as of im bothering them from doing there jobs but yet there’s a text every day about rental payment but my maintenance request has been on hold since July 31st. Customer service has been poor and this has been ridiculous because why would they care, they’re going to there homes and sitting in an office in AC. 

  Business response

  08/14/2023

  Good Evening,

  Thank you for taking my call today.  We apologize for the delay in repairing your Acir Conditioning unit.  We spoke with the supplier/installer today and the fan blade is expected to be delivered by Wednesday/Thursday of this week. We appreciate the feedback that you shared regarding the follow up additional customer service that should be met by our office team.  We will make sure to communicate in more detail going forward and once again apologize for any inconvenience that you have experienced.

  Business response

  09/05/2023

  Good Morning,

  We received a notice from the BBB that this had not been responded to, please refer to the response provided on 8/14. Thank you

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve had mold in the apartment for months. I’ve now put in 4/5 service requests since January. They come and spray the vents and it always comes back. I have a 6 month old at home and I have been getting sinus infections. I also can never get ahold of a manager and corporate never calls back. This is not only a health risk but awful customer service

  Customer response

  08/09/2023

  I made a report about my apartment complex but they ended up fixing everything the same day. They came and cleaned everything professionally and even educated me on how to properly use the ac so condensation wouldnt build up anymore! 

  
  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over 2 years now we have been asking the maintenance managers and putting in service tickets to get different repairs inside of home. If they do come to the my unit, they take pictures and leave, never to return. We have had minor things fixed before. But my carpet had a mold underneath of it, they had a contractor come out to dry up a water issue behind the washer machine . He cut out a piece of carpet that had mold on it. Now I have a hole in my carpet and no one will replace it. Carpet also is not connected to transition pieces, so it is a fall hazard and the metal piece often causes minor cuts on my feet. Also having issues with paint coming off the wall, broken appliances(microwave). I have been trying to get in contact with property management to inform them of my 2 year old who has also received injuries because of my carpet but no response. I’ve asked multiple time to speak to the property manager over the course of months/years. I even made my presence in office. Also in kitchen my stove and refrigerator were pulled out on 2 different occasions. One was for rodent activity, the other was to replace the refrigerator. Both times my vinyl on the floor was damaged, and they are now holes in that floor as well. Once again I was told something would be done, but that was also months ago. I'm am tired of putting in tickets for a place that refuses to do the work. However the rent goes up every year and they are charging like this is a well maintenance home. My neighbors have been talking about similar complaints also. I truly wish they could end my lease so I could part ways since the work cant be done. Its not fair to pay so much and not be able to get these important items repaired.

  Business response

  08/28/2023

  The Property Manager went to the home with Maintenance and spoke with the resident after receiving this complaint. The resident stated that the carpet concerns were already addressed and there were no issues at this time concerning his carpet. The microwave was still secured to the kitchen cabinet. The resident stated that he did not want any services and asked the staff to leave the home once he was informed that he would be responsible for some of the cost of the new vinyl due to the damage he caused to the vinyl throughout the first floor.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today is 8/4/23 and I have been with air conditioning since 7/28/23. With no help, call back or response. It is Morgan Properties that is the property manager for the apartments I live in.

  Business response

  08/07/2023

  I've had a chance to review your complaint, and I'd like to apologize for the issue with the HVAC. Thank you for taking the time to share that with me so I can make it right. Issues with HVAC is something that our team at Harbor Place doesn't take lightly. Thank you for allowing our on-call technician to come to your home Saturday August 5th, 2023 to resolve the issue. If you have any further issues please reach out to me directly at Harborplacemgr@morganproperties.com, thank you. ******* ******, Property Manager 

*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. ↩