ComplaintsforThe Nehemiah Company

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an apartment home unit from Nehemiah company for 21 months at **************** at *****************. Upon move-out in august of 2024 they decided to retain my $100 deposit and charge an additional $136.05 for what is considered normal wear and tear.

  Business response

  09/06/2024

  *******,

  We are sorry to hear that you are dissatisfied with your move-out charges. Our records show that the charges were applied in accordance with the terms outlined in your lease agreement and the propertys condition at move-out. We are happy to provide you with all copies of invoices charged for you apartment move out charges. We aim to ensure all charges are transparent and fair and we are committed to resolving any issues and appreciate the opportunity to address your concerns. Please contact the office so that we can provide the supporting documents for your final water bill, valet trash, paint, carpet and cleaning charges.

  Kind Regards,

  The ****** at *****************

  Customer response

  09/06/2024

  Complaint: 22248046
  
  I am rejecting this response because:

  Please refer to the Texas Attorney General's website, charges for normal wear and tear are specifically outlined here. The only charges you can apply to my account are things relating to damages within the unit. Which there was none.  I have been charged for "carpet cleaning", "housekeeping", and "touch up paint". My final water bill was covered by my additional $80 payment I made the day I moved out. You can not keep my deposit and charge me additional fees for the specific line items you have sent me ("housekeeping", "touchup paint", "carpet cleaning") found in "424 FAS.pdf". I am expecting my $100 deposit returned along with the additional $136.05 payment I made. I will not be satisfied until this money is returned. It is mentioned you can do this within the terms of my lease? Please show me exactly where this is found.
  
  Regards,
  
  ******* ********

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 8, 2024, I submitted an application for *******************, which is owned by THE NEHEMIAH COMPANY, and paid a $275.00 application fee. I submitted all the required paperwork and financial information as requested by *************************, the leasing agent.However, I was informed that my application had been denied due to a foreclosure on my credit report. Upon checking with my Lender, I found out that the mortgage was in forbearance and not foreclosure. I communicated this to ****** and requested to speak with her manager, *************************.Despite multiple attempts to reach ************************* through phone calls and text messages, I was unable to communicate with her. I have been unable to resolve this issue even after multiple attempts to contact them.Given the unprofessional behavior of the leasing agent and management, I am requesting a full refund of $275.00.

  Business response

  04/03/2024

  We are so sorry that ***************** did not qualify for the rental home.  Attached is the rental application he signed and the screening recomendations from our third party screening provider.  As stated on the signed application, if an applicant pays a holding deposit, the deposit is refundable if the applicant does not qualify but the fees associated with applying are non-refundable. ***************** did not pay the $1000 deposit. He only paid the non-refundable application/admin fees.   We are sorry that ***************** was not able to qualify and hope that he finds a nice home to rent.  

  Customer response

  04/04/2024

  Complaint: 21517050
  
  I would like to reject the response I received as I have some concerns. Firstly, if the issue is related to my income, I want to clarify that I have sufficient income to cover my monthly expenses. Moreover, I have additional income from VA disability compensation which can support my application. Secondly, I feel it is unfair that the analysis included both payments for my mortgage and the expected rental price. Thirdly, I was informed that I was denied due to foreclosure on my credit report, but there appears to be a discrepancy between the sales and management team. Lastly, I am concerned about the inconsistency of information transfer as the information keeps changing.

  I'm no longer interested in renting from your community. There were issues with inconsistency and miscommunication on your part that warrant a refund. I won't be doing business with you anymore and will share my experience with others. 
  
  Regards,
  
  *****************************

  Business response

  04/11/2024

  Unfortunately your application did not meet one or more of our qualifying criteria.  Application fees are non-refundable as there are costs associated with processing applications.  A holding deposit was not collected at the time of the application.  Therefore; there was nothing to refund.  We are sorry that you feel the communication during the application process was lacking.  We rely on a thrid party screening company to give a recomendation and the staff is not in a position to discuss your full credit report.  We are given minimal details and a recommendation. The staff tried to give an explanation rather than just send you the denial letter which obviously just caused more confusion.  We apologize for that.  If you have any questions regarding the details for your screening please contact the screening company as they have all the details of the screening report.  Again we apologize for any confusion we caused and hope that you find a great place to rent.  

  Customer response

  04/15/2024

  Complaint: 21517050
  
  I am rejecting this response because: My experience with your company and team was terrible due to poor management and customer service. I will be leaving a negative rating to reflect my dissatisfaction.
  
  Regards,
  
  *****************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took a self-guided tour of two units, #*** and another unit located on the 3rd floor at ****************************** in *****. I was so impressed I applied on 1/16/24 for a one bedroom apartment located on the first floor as well. There were many vacant units and I chose #*** totaling $285. I received a call stating I was approved and told the agent my move in date is 2/16/2024. On 1/30/24, I went in the office for permission to view the exact location of unit #*** since I couldn't view it on the map. Once approved, I had to go through the garage and down a flight of stairs and there it was. I returned back to the office to ask if I can change units. The agent asked why didn't I like the unit and I explained because it's nothing like the 2 units I toured. Meaning, it doesn't have a carpeted hallway, it faces the garage, and it's outside near the stairwell. She said that changing units would be extra money. I asked, " why since I've already applied and been approved. I'm just switching to another 1 bedroom." *****, the manager overheard us talking and began to chime in stating that they had many sports players end their lease recently and that's why they have so many vacancies. I told ***** and the leasing agent I don't want #*** so they can put it back on the market. The leasing agent suggest I think about it for 24 hours because there weren't any other units available. She said one unit may come open, it's in "pending" status. Two days later ********** called me stating that the tenant decided to stay. So, I asked for a refund since they have zero availability. She basically said no, I emailed and spoke to the manager ***** who said no as well. I even asked for half of my funds since they didn't have any one bedrooms and I did apply.

  Business response

  03/21/2024

  ************* applied 1/13/24 and was approved for her move in date of 2/15/24.  We took that apartment off the market the day she applied.  She knew the apartment she looked at was not the apartment she was leasing.  The apartment she was leasing was not ready to show so she toured another unit.  The leasing consultant said she even made sure to give ************* the community site map and told her she was welcome to walk the building to view the location exact location.  She did not walked the location until 2 weeks before her move in date.  Between the day she leased and the day she decided she did not like her location, rents had increased and availability of that specific floorplan in another location with the features she wanted was not avaiable.The one by the garage is always going to be less expensive than the one by the pool.   On 2/6/24 she cancelled her application.  Had she applied and withing a day or two said she wanted a different location we maybe could have had another unit available that she liked but the apartment she leased was off the market since 1/13 and by 2/6 we no longer had options to transfer her.  We had other prospect we could have leased the apartment we were holding for her.  If you cancel an approved application you forfeit your deposit and fees which is clearly stated on the lease application she signed (attached). She was offered other locations but other locations have different views and with the increase in rents during that time they also were higher in rents.  She decided to cancel her application the therfore forfiet her fees and holding deposit per the signed application.  

  Customer response

  03/30/2024

  Complaint: 21337079
  
  I am rejecting this response because: of incorrect statement of facts. PLEASE read your attached floor plans and policy regarding the application.

  I would like a full refund of $100 for a deposit of the apartment I never rented. I would like at least half of my administration fee ($65) due to the apartment being off the market for approximately two weeks.

  On January 30,2024, I visited the apartment and notified *****, the manager to that I do NOT like the location. *********, leasing agent, informed me of an apartment that *** come available in April if the tenant doesn't renew his lease. This apartment was located on the first floor and had a carpeted hallway like the two units I toured. The tenant renewed his lease so there were NO one bedroom units available to be rented. I did not cancel my application there were no units available.

  ***** called me to discuss the situation and he stated they had no units available. 
  According to the attached policy, bullets three and four, it states that prices and specials are not guaranteed unless you have paid the application fees. I paid the fees so why would you increase the rate?

  #4 Once your application has started...any changes made by the ...I received no notification.

  I could not locate the apartment according to the attached map. Wasn't given proper access due to locked garage and nearby exit doors to view unit.
  Regards,
  
  ********************

  Business response

  04/04/2024

  Unfortunately this is not possilbe. The Prices and Specials refered to on the screen shot attached are for the unit applied for. That does not mean that when someone applies they are guarantee pricing and specials for every unit. These can be leased at the same time someone else is applying for a unit so we would not be able to guarantee all units pricing ans special for one person.  Per the signed application the holding deposit and application/admin fees are non-refundable when you cancel your lease application. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My friend, ***********************, and I applied to the townhomes at ******************** on Monday January 15. We are moving from out of state from *********. We discussed with one of the leasing agents what the fees and expected rent would be and was told around $2400. After doing and application more fees were added making the total cost of rent around $2800. We called every day, multiple times, trying to get in touch with someone about the added fees. Our calls and voicemails went ignored for 4 days. We finally sent and email after another ignored phone call on Thursday January 18th and someone gave us a call back. We expressed that since we had heard nothing from them for 4 days we had to go ahead with another lease in order to be able to move in the next week. We told them to refund the $275 fee they charged us for an application that had never been processed and they stated its non refundable. In the signed application, it never states that the fee is non refundable. It states MAY OR MAY NOT BE REFUNDABLE. Considering the neglect to answer our phone calls or process our information it is our right to receive those funds back, especially considering they were never used towards anything to do with our application. The communication is horrible and customer service lacks drastically. We then reviewed the customer reviews on this property where they rank 2/5 stars, only to find out not only did they neglect us and our application process, they also neglect their current residents and have no better communication with them. I have attached the application where you can read the refund statement in the last paragraph.

  Business response

  02/06/2024

  We have spoken to ******************** to resolve this issue, the application fee has been refunded to her account. 

  Customer response

  02/08/2024

  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,
  
  *************************

*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. ↩