ComplaintsforMonument Real Estate Services, LLC

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took all my money and put me out

  Business response

  10/23/2024

  Hi Amarria,

  Unfortunately, I wasnt able to find your details in our system. Could you please provide me with a bit more information, such as the name of the property you lived at? I also tried calling the number listed in your complaint, but it seems to be out of service.

  Thank you for your assistance.

  Best regards,
  Monument Real Estate Services

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I, an occupant, was forced out of the unit without any court order by the property management. Management Lakesha called the police on me, after concenting to allowing me to get my belongings from the property. Lakesha and her staff lied and told the police I kicked the door down and then admitted to the officers once they arrived on scene that they never seen me kicking down any door. I was attempting to get my property from the unit as well as apply for a unit. I was not able to do that because I was given a no trespassing notice by the woodridge police.After calling and speaking to Lakesha about getting me property from the unit Lakesha and the attorney agreed I could come to get my property the following day. Then I came the following day with movers I paid for, and Lakesha then stated I actually cant get my property and there was a process I had to wait for first In order to get my property. I returned a call that I kissed from Lakesha, and the. After speaking, the woodridge police called me and said the management at high crest called them and said I was harassing them, which is another false claim against me. I called this week and finally got ahold of property manager Lakesaha and she told me my property had been taken by the ************************ and that I needed to go to the police department to get my belongings. I went to the police department and they told me that Lakesha lied again and that they do not handle civil matters with taking property from homes. I have been calling Lakesha and management and no one has returned my calls or knows where my property is. I need support immediately.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have been renting for approximately 4 years and no repairs have been adequately performed. I have been complaining about pests for 3 of the last 4 years. When I say pests I mean you can hear a rodent chewing on the inside of a gas stove. I have seen its tail coming from inside my stove and even have photo and audio recorded evidence that Ive shown to the leasing office with no results until recent. It literally took them two years to eradicate a rodent. In the summer of 2021 the A/C unit broke and management informed me that the 3 window a/c units that they had were already in use by other tenants and did not even offer to purchase one for me to use in the unit I rent. Needless to say I had to purchase the window unit myself and place it in the den. All of this while dealing with pests and being 6 months pregnant. I have had to purchase my own pest control items to keep the roaches at bay. The pest control company they use literally sprays under the stove and fridge only. Even though the leasing office requests us to clear out all of our cabinets which I do every time bc there is a threat of a $150 fine added to rent. My cabinets are literally separating from the walls in my kitchen, my front door is warped to the point there is a visible gap between it and the door frame, thhe balcony is leaning towards the ground, my tub needs to be resurfaces and my have mold growing where the caulk is and leaks, the faucets in the bathroom constantly run causing my water bill to be $60 for a one bedroom apartment, they charge for valet trash that never actually comes and if they do is sporadically (Ive seen the trash man eating at his vehicle in the parking lot), there have been shootings and killings in recent years with no added security services to advocate for tenants, I am forced to have renters insurance for an apartment that has not been properly maintained since I moved in summer of 2020, my HVAC system went out in December 23 due to faulty wiring, outlets arent grounded.

  Business response

  04/03/2024

  Concerns are currently being taken care of by our maintenance team.

  Customer response

  04/13/2024

   
  Complaint: 21398271
  
  I am rejecting this response because: 

  The only issue that has been fixed is the hvac system where a maintenance technician finally came in and replaced the thermostat and replaced a piece on the inside so that can switch from A/C to heat which had been removed in December 2023. Its now April. All other complaints still stand. And there has been complaint filed with Guilford County code compliance enforcement since February 2024. Which I have not been contacted in reference to fixing any of the listed issues. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Maintenance issues not being resolved. Heat related. No one is working on site or answering the phones going in a week now. The ownership of the property doesnt answer their phones. Our portal is down so noone can pay rent. On site laundry is broken. My set of keys to my building dont work. Car got towed even tho we dont have parking permits.

  Business response

  02/21/2024

  I understand that this transition may be stressful for you, but I wanted to inform you that as of February 7, 2024, the property has been sold. Notices were sent out on the morning of February 7, 2024, to inform residents of this change. The new community manager's name is ********, and her email address is ******************** Please don't hesitate to reach out to her for any further assistance or inquiries.
  
  Thank you,
  
  Monument Corporate

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This management company is truly the worst. They notified me that my insurance was going to expire in November even though it didnt they charge me $40 in fees for insurance that they claim I didnt have on file. I have my proof of insurance which I sent to them on 11/28 by email. They did not email me back. I also have proof that I call them. They did not answer the phone when I called. Sometimes the phone will ring and no one answers. They are upset because I cant chase them down. Then they added late fees to my rent, because I was waiting for them to remove the charges. They keep trying to act like the charges for the insurance happened after 1 December, but they were on there in November. The email they sent was to inform me about a balance. When I talk to the office all they really do is talk condescending to you and make it seem like you dont know what youre talking about and like you are lying. Ive been a resident here for just over two years and *** never had a problem and pay my rent on time. Im really upset because they charged me $40 and insurance fees, they claim that it was only $20, and that the additional $20 was from ******************* That is a lie because my insurance renews November 15th. They should not have been charging me any fees for insurance for October although they claim thats what it was for. They were sitting there looking for evidence on their computer, but couldnt find it then got mad when I was upset because they dont know what they are doing anything. This isnt the first time that this is happened to me either. They also tried to do this to me a year ago and it was then when I decided that I would not renew my lease this spring. Not to mention the sewage that was leaking in my apartment or the fact that my bathroom ceiling was falling apart for months before they came to fix it. This terrible management is driving tenants away. They act like they dont want people to stay here.

  Business response

  12/22/2023

  According to the office this has been resolved with the resident.

   

  ~Thank you

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Location: Haven on The Lake, ************************************************************************ I have neighbors that smoke marijuana in the buildings, next door and below me. The smell comes into my unit from this. Our lease says there is no smoking in the building and they refused to do anything about them smoking marijuana in the building. The management&#**;s resolution is to move me to another unit but why would you move me when I have been there for over 10 years? I tried to call the corporate office and they refused to give it to me and then they gave me the wrong number. I would like for management to have them stop smoking inside the building.

  Business response

  12/27/2023

  Dear Residents,
  
  We understand that the current situation regarding our smoking policy and the legalization of marijuana in the ***************** has raised questions and concerns. We appreciate your patience and would like to provide further clarification on these matters.
  
  Our community does not operate as a non-smoking community, and the recent legalization of marijuana in ******** has altered our approach to enforcing its status as an illegal substance. To address these changes, we have introduced the Medical Marijuana Addendum, aiming to enhance management's ability to enforce regulations and maintain an improved living environment for the entire community.
  
  It's important to note that this addendum will only be distributed to new move-ins and during renewal processes. For existing residents, this addendum will come into effect when it is time for them to renew their leases.
  
  We understand that this may be frustrating for some, and we are more than willing to engage in further discussions to address any questions or concerns you may have. Please feel free to reach out to our management team, who would be delighted to speak with you on this matter.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  Monument Real Estate Services

  Customer response

  12/27/2023

   
  Complaint: 20939177
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  12/28/2023

  I have spoken wit the manager at haven and I also has a emails from

  her we talk about the problem

  we was trying to come up with a resolution and never could up with one l would love to sit down and come up with a solution but they has to be available Ang call back email back and not just go ghost and not commute if i knew we would has these issues I will have NEVER signed another lease

  i I live here 10 years and the solutions you came up with is for me to move to another unit, after 10 yrs 

  pay the cost of over ***** to move

  when the person who is smoking has only been there to months it not make sense to me

  i am open to talk if we come come up with a way to coexist until my lease is up

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to move into ****************** on Oct 31st in ********** **. I signed my lease on September 13th so the office had more than enough notice of my arrival. When I arrived on 10/31 I paid my move in fees and then promptly found out the keys for my unit hadnt even been made yet. While waiting for my keys to be made, I also found out my unit did not have a functioning hvac system, the front door was warped to the point there was a large unsafe opening on the top of the door, the unit was unclean with dead bugs sprawled everywhere and the showers had no shower rods installed. They kept giving me the run around and provided empty promises for when everything would be finished. By Nov 2nd things were still not fixed and there were no other move-in ready units available, so the community agreed to cancel my lease at my request and refund my move-in fees. I received an email receipt dated Nov 3rd saying that the check had been sent to the ********** office where I can pick it up when it arrives. It is now Nov 17th and Ive just discovered, according to the regional manager, my check was only mailed out just yesterday on Nov 16th. 13 days later. I have been homeless since Oct 31st and may even potentially lose my job due to my displacement. I was approved at another apartment on Nov 2nd and have been waiting on my refund from ****************** so that I can pay my move-in fees at my new apartment. If I wait another **** business days for the check to get here, if it has even actually been mailed off, I will certainly be jobless at that point as well. The regional manager was not able to assist me in getting my funds any sooner even though I have explained I am homeless and will be soon jobless. I am not from this area and my hometown is 3 hours away. I am a 25 year old female and it is not safe for me to sleep in my vehicle. I need my refund plus all of my hotel fees and inconvenience fees as well at this point.

  Business response

  11/20/2023

  This issue has been resolved.  

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon moving into our unit at Ridgebrook Apartments, we discovered our dishwasher wasnt working on day 1. No biggie, so we put in a maintenance request and the maintenance guy can and said hed order another one, as ours was fried. Still have yet to see this dishwasher.About a month after moving in, the fridge started to leak water everywhere and freeze items sitting on the top shelf. Put in a maintenance request, the guy jiggled with the settings on the fridge and said that should be good, call again if theres any further issues. This didnt solve the fridges issue at all, and its kept getting worse and worse as time has gone on. Whats worse is as these issues persisted, Monument had renovation teams working on unoccupied units, updating appliances, heat and floors, all while my appliances barely function.Oct 15th rolled around, and the heat was turned on. Strangely enough, we didnt have any heat either. The maintenance guy came out again, jiggled with it, and left. No heat still. Reported it again, and a new maintenance guy came and replaced the thermostat, still no heat, reported it again, and the new guy came back out again and rewired the thermostat, but theres still no heat.About a week ago, unit 307 sprung a gas leak. This was discovered and the units gas line was isolated and shut off. Imagine my surprise the next day when I came to find out the entire buildings gas had been shut off. Its been a week with no gas now, and no signs or timeline saying that its going to be fixed anytime soon. Woke up this morning to find no hot water. At this point, Im demanding, not requesting, but demanding a full rent abatement until ALL of these issues are taken care of. ******* to do so WILL result in free legal services for every tenant of the **** building.

  Business response

  11/27/2023

  We sincerely apologize for any inconveniences you have experienced. We will have Maintenance take a look at the issues you mentioned and ensure that they are completed this week. If you have any future concerns, please stop by the leasing office so that they may be addressed promptly.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My name is ***********************. I rent at Brynn Marr Village in ************, **. I moved in April 26, 2023. I am sending this email to request submitting my 60 day lease termination, without cost to break the lease.There are several issues I have encountered. On July 21, 2023 my car was defecated on on apartment property. I spoke to the leasing office and they felt bad due to what happened, but told me there were no cameras and nothing could be done.Second, there is constant police activity here. The apartment bordering mine was raided by police several weeks ago.Third, the apartment has infestations of cockroaches, spiders, and other insects. They crawl out from the dishwasher, cabinets, etc.My apartment was treated 9/11/23 where I was informed prior to treatment. Today, 9/18/23, pest control came to my door without notifying me prior. I asked him through my ring camera if he was there to deep treat my unit and he said no, just to do a general cleaning. I stated he was there last week so I didnt understand why he was there. He said he did not get to treat my unit, but I have footage of him entering on 9/11. I asked him not to enter today as my dogs were not secured since I had no notice. I then received an email from Brynn Marr Village saying they would be out tomorrow 9/19/23 to inspect my unit and treat it again to determine next steps for my lease. To me, it seems like they were trying to get another treatment in without my knowledge prior to an inspection due to not notifying me and the pest control worker stating he had not treated my unit when I have footage of him entering I feel due to the events leading up to now, it is fair to let me terminate my lease without fees. I take exceptional care of my unit. The pests, lack of screens in windows, poor sealing etc violate fair housing laws. No one has contacted me for pest control in over a week and now the apartment is not returning my emails and corporate is not either. I have also attempted to call several

  Business response

  09/28/2023

  Please contact the management office if any additional services are needed. The onsite team states reported issues have been addressed timely. If you need to terminate your lease early due to a change of employment, or relocation, the lease termination fee will be applicable.

  Customer response

  09/28/2023

   
  Complaint: 20651902
  
  I am rejecting this response because:
  
  there are still bugs in my apartment. I had to take my dog to the vet emergent due to insect bite occurring while crated. Pest treatment was left on my doorstep of my apartment and thats it. The issue is not resolved and I will not be paying the full fee to get out of a lease that is a safety risk to me and my pets. 
  Sincerely,
  
  ***********************

  Business response

  09/29/2023

  The onsite team will be responding to your concern.  

  Customer response

  10/02/2023

   
  Complaint: 20651902
  
  I am rejecting this response because:

  I have not had any direct communication from the onsite team in a week. This morning cockroaches were crawling out from behind my refrigerator so please ensure this is done in a timely manner. Thank you

  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I rented a townhome from this company and informed the property manager at the time back in may that I will not be renewing my lease by phone. She informed me to to put it in writing and send it to a 630 number that she gave me. So I followed through with that. My move out date was aug 15 I called the property and let them know hey Im moving out possibly a day later because I caught ***** and the lady responded ok. Fast forward I moved out by the 16 and called them that Friday following following my move out day to confirm that I had left the premises. No body answered the phone so I left a voicemail with a working number that Im available at because my phone was broken. Fast forward to now sept I called just to check and see if everything was ok and I was informed that I would be charged all of aug and half of September because I did not let them know that I was leaving because there is now a new property manager and the old property manager didnt tell them or corporate anything and she just quit. I told this new property manager that I had texted a phone which she informed me that the phone was no longer here on property but sent back to corporate. I also told her I left a voicemail and she informed me she hasnt listened to the voicemails but will check. So I called the property again and today Friday and this new property manager is not there and wont be returning until Monday and the lady who I spoke with says she has no clue of this situation. Nobody is following up with me or taking my situation seriously I offered to listened to the voicemails myself. Im also willing to go to court to summon the old property manager because that is whom I sent my writing to about vacating this property. They are trying to charge me all of august rent and half of September. I dont have anybody contact info so that I can call corporate.

  Business response

  10/03/2023

  We have revised your move-out statement and sent it to you via email.  Please reach out to the property directly if you have any further questions. ~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. ↩