ComplaintsforEucalyptus Real Estate

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently reside at the ********************** and townhomes in a 2br townhouse. I have lived here a little over a year. upon moving I had paid a deposit in March for a May move in approved for a 3br townhome. Once *** comes along they say they have no paperwork for me. Finally they find it but no deposit. I was able to provide them with the receipt of my deposit and they put my family of 6 in a 2br townhome and said in 6 month they would have a 3br ready. It's been a year and no 3br has ever been offered to me. Upon moving in there was an overwhelming odor of cat urine. There was also multiple maintenance issue which I had made a from and back page over upon moving in. Now it's summer my AC has not worked since summer has started and I've put in multiple maintenance requests. It is currently 85 inside my home at 11pm. I work from home and have 4 children whom reside here one having level 3 autism. It is completely inhumane to have children living in this condition. I begging for them to fix my AC this morning and was promised that someone would come today and they never showed up.

  Business response

  06/26/2024

  Our apologies for the **** issues, unfortunately this time of year our **** tech is working, overtime with all the units and issues as well as multiple other properties. I have attached the work order showing the **** repairs completed for **********************.  As for the 3-bedroom townhome we had a different manager working at the time of move in, the manager never noted that ******************** is needing a 3- bedroom.  The current manager has spoken with her about putting a deposit down for the 3-bedroom waiting list, in which she has never done. Our 3-bedroom townhomes are limited and require a deposit.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a ********************************************* February 2024. I moved out in Feb and gave them notice. When I signed the contract I paid first and last months rent upfront. Avondale states I owe them $732 and I have tried to get this issue resolved with no avail. It doesn't appear they are giving me credit for last months rent.

  Business response

  06/14/2024

  ************ did not give notice of move out; she was evicted for nonpayment of rent.  She did not pay ******* rent or February rent.  Also, charges for move out, cleaning etc.  I have attached her ledger and final statement.  

   

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I gave noticed when I turned my key into the office. 
  Sincerely,
  
  *********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My landlords have been notified about the constant floods and leaks in my apartment. They said they have fixed it over the last 3yrs I've been here. 6-3-24 I informed them about a pretty decent leak in my bathroom, AC unit room, and my bedroom closet ceiling. They came in an jus patched the hole an taped it n mudded it n said it was fixed n there would b no problem. Today 6-7-24 my closet patch job is leaking an I now have a puddle of water n wet mud on my floor. I've called n called n called n nothing is being done about it an my AC unit, heater, an water heater closet is still consistently dripping with water an still haven't fixed the issue. Because of all the flooding I've had I have mold growing in my apartment walls floors an my brother's bedroom closet n still nothing is getting done. These apartments are very poor maintained an nobody cares about the tenants jus there paychecks.

  Business response

  06/13/2024

  This is from the manager

  
  I looked up his Work order history and added a snip this is the 1st time he's ever requested any work due to leaks or really anything in general,  the ** work order was canceled out because we had a tech out here 3 times and where not able to enter his unit despite the multiple voice messages left  for him by myself requesting access to his unit (we had no key for his unit in office) I was finally able to get a key from him to copy in office the day he came in to tell me about the leak for  the 1st time which was on 6/4. 
  An emergency maintenance tech was out to his unit about the leak on that weekend and resolved the leak from upstairs (Z-06) (I do not get a copy of the on call worksheet so I have no exact date of what day that was on over the weekend )  how ever the leaks were resolved and I have sent out maintenance he shop-vac'd his unit to get the water sucked out, and he requested a plumber be called, and then *************************** came out to work on unit Z-06's  plumbing issues  both kitchen and bathroom which is the source  of the problem. My maintenance guy fixed the condenser leak from Z-06 which was what leaked down to his closet. which is the pictures  he sent in all except the bathroom. I've not had any voice messages nor work orders reported from him. I will make sure his unit is focused on tomorrow 6/13/24. We had explained to him we needed for the walls /sheet rock to dry so we can repair and paint. and being completely honest with inspections this week I have pushed out any non-emergency work orders to focus on inspections, however I will come by to personally check this unit tomorrow and make sure his unit is repaired.

  As far as I can see, this has been resolved.  Attached is his ledger. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My apartment has flooded 5 times in the last 9 weeks and when I mention the possibility of mold, I get told that, if and when that issue comes up it will be delt with at that point and time. After the 4th flood, I ended up with two new holes in the ceiling that no one ever came and fixed, so the 5th flood was through the hole in the bathroom which is now bigger and still waiting to be fixed and so is the other one in the living room. I have a place by my living room window were the drywall is peeling away that i was told would be fixed and now I am being told that it is cosmetic and won't be fixed. Had a different leak in the ceiling in the bathroom above the shower they came and fixed but they never came back and repainted the wall because now all of a sudden that is cosmetic. Closet doors don't match, was told they would be painted, now that's cosmetic as well. Since my apartment has flooded 5 times, the closet doors don't even shut properly. I have not said anything to them about the doors not shutting properly because they obviously don't care about fixing anything else so they won't care about fixing the closet doors. When I first moved in (January 12th) I asked for the weather stripping around the door be replaced because cold air was coming in, it never has been fixed. I also asked if the apartment had been flooded before because there were stains on the bottom of one of the closet doors and I was told no, well that was a lie. It seems I'm always on a list of things to get fixed. Yes I have been rude and hateful I will not deny that but as a tenant I am paying them rent and I would like to know now what all its going towards if it isn't to keep my apartment up. You bring someone in there to test for mold my apartment will not pass. It is in the baseboards, in the carpet, in the tile, going up the walls, etc. You would think a manager would want to see the damage in an apartment after it has been flooded, but I guess not.

  Business response

  06/13/2024

  I have asked the manager to write her response as she has been the one that knows the situation with **************.  We have also, attached the pictures that ************** sent in and none of them show mold except under the sink, which is where the manager used killz to smother it.
  

  On the work order for 5/17, Carpet extraction was sent there after the flood on 5-17. Since it happened after hours, he was not able to extract the carpet until Monday morning. 
  As for the mold, she wants someone to come when she is home to see. However, she works the same hours as the office is open. 
  We asked her to send pictures of where she is seeing the mold. 
  On the mold underneath the kitchen sink, she never submitted a work order for. She just sent pictures and I sent the painter to ***** under the kitchen sink. 
  On the mold in the linen closet, I personally went over there and killz'd that area myself. 
  
  
  Other than that, she is claiming that there is mold growing inside of her walls, she says she "just knows it." When we ask for pictures, there is absolutely no sign of mold.
  When the painter treated the mold under the kitchen sink, I asked him to look around and he didn't see any spots of mold either. 
  The resident still has not sent us a picture of mold growing in her apartment that we have not treated!
  
  
  As for the drywall opening on her bathroom ceiling, we do need to make 1 drywall patch. I have been gone on vacation and we currently only get a painter every other week. 
  When he is here on the week of June 24th - June 28th, we will send him there to make the drywall patch. 
  

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bill has been adjusted twice since move out. I was charged for moving out early when I advised of move out and rent was paid all the way until end of month. They are double charging and unjustly charging. I turned my key in on 02/29 the last day and a call to the office was made at 9:37 per call records to inform **** would be turned in 02/29 by close of business. I have contacted the office several times and no one has taken responsibility for known of the move out even though we have several communication that I gave it in writing and it was sent. I want it updated to reflect the correct amount or removal of the entire bill for the inconvenience and incorrectly charging.

  Business response

  05/17/2024

  Mr ******** lease ends 2/29/24 - therefore he is responsible for all rents in Feb.
  When the complex moved the tenant out as 2/26/24 the system prorated the rent through that day - leaving remaining rents to be charged $67..
  This amount was applied as the lease term fee of $67.00.
  
  
  Since Mr ****** states he kept the keys through 2/29/24 - the move out date can be changed to 2/29/24.
  The lease term fee will be removed and then $67 applied as rent to compensate for the missing days.
  Either way, the $67 is due. 
  
  The remainder of the $285 owed is $218.  
  
  That amount comes from Charges at move out for touch up paint, drip pans, shampoo and cleaning of the bathroom totalling $368.
  $368 minus the deposit of $150 is $218.00.
  
  $218 for move out charges and $67 for the remainder of Feb = $285.00

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented 2bd 2bth. Went to sign lease, & was told my unit wasnt available right now because the ceiling had caved in. They informed me the roofers would be out to fix it within a week or two. Then offered me another apt until the repair was done. We get to the ********** a basement apt, half the size, and without a balcony or walkout porch area. The reason I picked the original unit is because it had two balconies and was on the top floor. Long story short the temporary unit was filthy, it literally took me three hours worth of cleaning before I could move anything in. It also had some wired cable line coming from a hole in the hallway (fall hazard). An unusable tub in the bathroom because it had no drain pipe installed at all, it was just a hole. In the front bedroom the window wouldnt lock, and I had to put a stick in it. In the same window was a fairly large bee hive between the window and the screen, which was cut and tore at one end. Im calling property management daily to let them know about all the things wrong. They promise me a maintenance man would be out to fix everything and they are sorry. Two weeks pass, & the property manager calls to say the original apt has been repaired and is now ready for move-in. I sign a new lease for the original unit at one price, only to be told three months later that I should of been paying a higher amount, & demanding that I sign a corrected lease for the new amount within 24 hours. By this time im absolutely ******, appalled, and dismayed that every time it rains I get flooding in the front bedroom and in my kitchen ceiling, right over the stove, and leaking into the light fixture thats in the same area. Ive done all my due diligence, keep in contact with property management, & the so called general area manager. Was told every time the problem would get fixed by maintenance, then third time by roofers. Well maintenance & roofers made it worse. I served them with a 14/30, moved & want all my money back.

  Business response

  04/18/2024

  We have attached documentation from where the property manager had arraigned roofers and maintenance to work on ************** apartment, in which she turned them away.  Another document that she  signed stating that she will stay in said apartment and not hold apartment complex liable for future leaks which are inevitable from our attorney.  Also, attached is final statement of when tenant moved out and left the apartment in a mess, needing full paint because she had smoked in it, carpets cleaned, damaged counter tops.  We can provide photos if needed. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** apartments refuse to fix anything. They will instead find a bandaid to the problem at hand. This leads to problems reoccurring and never actually being fixed. Recently our air conditioning has gone out, and they told us we would have to wait until march. So we contacted them at the end of February to make sure we could schedule a day to have it fixed in march. But they told us we would have to wait until the tempature reached 85. Today its 87 and they still give more excuses as to why they wont fix it. Before this, we had an issue with a very loud alarm going off all through the night, coming from the office. We asked them many times to fix it and never did. Not until we called a local news station to have them do a story on it, did it get fixed. Before this and still continues to this day, our toilets constantly get clogged, leading to sewage leaking from my floors and filling up my bathtub with horrible and rancid brown water. Like i said, it has always been a bandaid. Nothing else. I would only like for my ac to be fixed at this point because i dont believe that they will ever fix their pipes.

  Business response

  03/26/2024

  The ** was repaired the day after the tenant called in service. The alarm was an issue and has since been taken care of.  Unfortunately, the tenant lives in a basement unit, which in apartments when the upper-level tenants' flush items that are not flushable, back- *** do occur.   These are older apartments, and we understand the frustration, we do fine tenants that are repeatedly causing back-***. We address these issues as soon as we are made aware. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  (Note: I would have gladly sent this directly to eucalyptus corporate however am unable to locate their contact information and have been denied it from office.) hello I rent apartment *************************************************************** **. I would like to share with you some items I have voiced concerns about this apartment to the manager several times since moving in. Most of the problems including the bathtub faucet and the Crack in the window were discussed at walk-through and I was told at that time that it would be fixed within a few days of moving in. it's been since October 2022 and no maintainace has been done. I can't adjust my tub to give my child a bath, nor can I adjust the oven due to a missing k*** that was supposed to be replaced before Thanksgiving. I recently went to office in person to tell her my apartment has been broken into and door not secure as well as the foundation issues that have developed since living here I asked to move to another unit even if i had to pay more for a 1 bedroom. she told me I would have to move out breaking my lease and then she could see if I qualify to rent. I do not wish to break my lease I would just like to know that my family is safe and the other problems handled as well. I am sending photos showing the tub faucet, the crack/gap in doorframe that have gotten wider since move in and caused my door to be unsecured to the point it won't lock securely

  Business response

  02/21/2024

  I have spoken with manager and these issues were not there at the time of move in.  We do not move tenants in with these issues. We have the tenant fill out a move in form that states the condition of unit.  That was a new faucet in bathroom, we have receipts proving this dated before they moved in.  The holes that are shown in picture are from previous storm door, which manager offered to fill and repaint for cosmetic concern to tenant, and they refused, tenant is demanding a new front door and new storm door which is working properly.  There is a small gap that manager offered to use weather stripping.  The broken window glass was not there at time of move in either, but since maintenance went out a new glass has been ordered.   This tenant is in process of being filed upon for non-payment.  

  Customer response

  02/21/2024

   

  Complaint: ********

  
  

  I am rejecting this response because:

  On 2/19/24 maintainence came to house and took photos of damage showed all areas to him, he came back on 2/21/24 and added caulking and weather stripping and put 9 screws in door frame, he ripped off the window screen and just left it like that. The door screen has never been replaced. I was told at move in that the window and door screen itself would be replaced the very next day but to go ahead and move in, the one time in month of move in that maintainence did come they were shown bathtub faucet at the time and was told that it was a 3 k*** faucet and he would have to go in the wall to replace it, and made a side comment that management would never approve it. but no attempt was made to do so. k*** for oven was supposed to be delivered prior to Thanksgiving, the lower door k*** was damaged, key did not lock at all and also supposed to be replaced. The move in paper referenced reflects these issues I have kept a copy of the original document and had returned the form via mail slot at office within 24 hours as requested notating the additional issues. I reject any comments implying cause of any damage. Maintainence even told me this is the old building when foundation issues such as splits in main doorway and closet doorways as well as cracks in walls which have all developed since move in and a shifting/cracking in floor were pointed out to them. I am understanding about it being an old building and do not wish to break my lease only asked to be moved into a different unit with less issues, even a larger one with a higher rent. But was told I would have to break lease and reapply after move out. The offers stated that they said I rejected were never stated. 

  Sincerely,

  
  

  ***************************

  Business response

  03/01/2024

  The manager has tried numerous times to communicate with tenant the only thing they "notified" manager about was drip pans, and it wasn't even her, it was the guy who lives with her. Maintenance was not able to do much last week since, his words "they have a mess and it's hard to walk around everything on the floor and the child is unattended to where he will not get into the tools or the area where he is working, please let them know''. Manager called her last week and till this day she will not answer calls, in regard to the tub faucet that was not damaged at the time of move in and will be charged, which at this point they haven't even paid their rent yet. The storm door does not need to be replaced, it functions properly and it locks properly as well, the only thing she did not have was a storm door closer which has been installed. It would not make any sense for management "not to approve" maintenance to fix a tub faucet.  Manager was never made aware of any of these issues she is stating. Manager  has attempted to communicate with her several times since this issue raised but not once has she answered nor called me nor stopped in office.   This tenant has refused to pay rent and is now set for trial. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have been having a mice problem since May of 2023. i have tried to work with the office on this issue but here we are in February of **** and i still have mice running through my kitchen. it all started when the hose on my dishwasher stopped working and they had to take the dishwasher out of it's place in order to fix the hose and that is when the Maintenace man said he seen a mouse shoot from under that. undocumented, I've caught 14 on my own, the local housing authority has been out to inspect but they cannot make the office get pest control out here. they were supposed to out a drip pan where the water tank is because water drips like crazy in there and they said they have to order them. local housing authority came summer of last year and they just informed me of the drip pan situation yesterday when i put another request in for it after waiting. there Also for the month of January, i informed them i would be paying my rent late and at first i said January 21st but later found out i was getting my 1st check January 19th and i also told the office manager about this in an email which i do have proof of as well. they stated in previous messages sent out to the community through the active building app, that IF we were filed on a $200 reinstatement fee would be added to our account. they added the $200 on my account on *******************************'s birthday which is federal holiday. ***********************, the office manager, stated that corporate does not consider his birthday a holiday and they still had to work. the courts are not open on a holiday and they did not file on me until January 16th. they also added late fee's to my reinstatement fee and i do not see in my lease where it says late ***'s would be added to a reinstatement fee at all. i am not able to upload videos of the mice droppings it is saying the megabits are too large but i can send them through email!

  Business response

  02/05/2024

  I have spoken to the manager, and she has sent pest control out numerous times as well as maintenance to look for any holes, they have sealed everything possible except for the hot water heater area which involves the drip pan.  The manager had ordered the wrong pan for that particular hot water heater and will be in this week.  Once that comes in maintenance will pull the tank and seal up all holes around the area and replace sheetrock, paint and reinstall water heater.   The manager had complied with the city inspector and was deemed livable and closed case.    

  Addressing the reinstalment fee, rent is due by the 5th of each month regardless of when tenant receives a check.  That is standard throughout all of our properties and is on the lease that tenant signs. When tenants are late, they are filed on regardless of federal holiday. The paperwork was drawn up on the 15th, our attorney filed the very next day at courthouse.  The tenant ended up paying her rent in full with the reinstatement fee by the 30th, the day before her trial date. 

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: yes they have sent pest control out here but they only put down bait NUMEROUS TIMES and these things are still running through the apartment. I do not feel like Im being listened to at all by any body because while on paper and on the phone it seems like theyre are doing their part, why havent they looked behind the fridge or the stove or any where else in the apartment for that matter? Ive sent in pictures of what Ive cleaned up here and the mice that were in my apartment and theres currently mouse droppings on top of my refrigerator. I do not see how thats deemed livable.  Im not trying to be rude but it doesnt even sound like anything Im saying is being taken into consideration and Id like someone to come out here and inspect my apartment if possible because no. This isnt right and again I was charged before I was even filed on. That makes no sense either. Regardless, the fee was put on my account BEFORE THEY FILED ON ME. The message says IF YOU ARE FILED ON A $200 REINSTATEMENT FEE WILL BE ADDED TO YOUR ACCOUNT. How can they put a fee on my account A DAY BEFORE they even file on me.. this is INSANE. I reject the business decision.
  
  Sincerely,
  
  Ty'erra *****

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved out of their Twin Rivers complex on 10/31/23. After dropping off my keys, I spoke to the agent in the office to find out what format they wanted the lease-end fees. She told me I had no balance with them. Wanting to clarify, I asked again. She clearly restated I owed them nothing further.Two and a half months later, mid January, I received an email demanding both the termination fee that their agent had previously told me I did not owe, and a substantive cleaning fee. The cleaning fees, including fees for paint and carpet cleaning supplies, all stem from the condition of the apartment as it was let to me, and which were reported on the move-in document. The demand also ignored the last-month's rent that was demanded of me at lease signing that is owed back to me, and a $13/month charge that was not authorized in the lease they had charged from March through October.I expect some degree of mismanagement with their records; for most of my first year there they were charging me the incorrect rent amount and double charging me for water/sewer. It took them months to correct that.With the last-month's rent ($550), security deposit ($200), and reimbursement of the false charges ($13x8 months), I should be owed $854.It has been two weeks since I responded to their email demanding monies their agent told me I did not owe and threatening collections, and I have not heard a thing.

  Business response

  02/05/2024

   

   

   

  At the time the keys were returned, the account was at a zero balance but had not been finalized. That would have been why you were advised as such.
  

   

   

   

  This is from our *********************** which has been in contact with former tenant, he has been given copies of the ledger and statements that is referred to below. 

  The monthly charges were discovered to have been incorrect on 10/20/2022. All corrections were made and no late fees were accrued during the time frame of 6/2022 thru 10/2022. (See Resident Ledger)
  The last month's rent stayed on the ledger as a $673.00 credit on 10/20/2022.  -  An underpayment of rent of $155.00 on 9/8/2022 and $100.00 was moved to the deposit ledger on 10/24/2022, reducing the $673.00 credit to $418.00 as seen on the ledger on 10/24/2022. November rent was not paid until the end of November creating late fees of $150.00. The remaining portion of the credit was then used when rent was not paid again for December rent until 12/29/22. (See Resident Ledger)
  The damage waiver fees have been removed for 3/2023 thru 10/2023, for lack of a signed addendum on file. (See Resident Ledger)
  The new lease started 2/20/2023, the month to month fee for February was adjusted to a prorated amount upthru 2/19/2023. (See Resident Ledger)
  The lease term fee has been adjusted down to the time frame unit was empty after move out, the next move in date is 11/10/23. (See Resident Ledger)
  The cleaning and damage charges have been adjusted down to $50.00 to cover *****************, touch up paint, and spot shampoo. (See Resident Ledger)
  With the above adjustments the Final Account Statement is at a zero balance. (See Final Account Statement)
  
  
  Thank you

  Customer response

  02/11/2024

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩