ComplaintsforPine Hollow Apartments

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Roaches Dirty bathtub due to leaky air conditioning unit over top upon move in Nuisance neighbors Poor management Unprofessional rude leasing agents Unprofessional corporate Qrh management did not give a chance to speak rudely interrupting me calling me a liar and stating the roaches I HAVE PICTURE OF were "flies" Moved out after 15 days due to the roaches and nuisance neighbors yet the lease agent has changed the price from 2708 to 4000 filed a complaint against me on credit report without giving me proper paperwork of debt beforehand. These apartments were not meeting their end of the lease agreement. I have undercover videos of the office fill in advising me not to pay because of the poor ethics of the leasing agents taking money and still reporting to credit agencies. Moved out end of January but she is charging me February and March rent. Unreasonable fees.

  Business response

  02/07/2022

  Resident moved in on 1/14/22. On 1/16/22 we received a notification from resident that the bathtub shower head was leaking, there was a stain in the tub. Advised resident that we would put in a work order for maintenance to come out and fix the shower head. Maintenance completed the work order with in 24 hours 1/17/22, fixing the shower head, and clean out the ac over flow that was leaking from the ac line that was clogged. We then had housekeeping go in and clean out the tub for the resident. On 1/21/22 resident advised that she had found A roach on the floor by the  dishwasher. We advised her that this was not a roach, but a flying wood beatle that come in from the outside, but that we would have pest control come out and spray the unit. Pest Control was on property and able to address her unit on 1/26/22. On 1/22/22 we received a complaint about noise, stating that she could hear neighbors coming and going being loud. We advised resident that the neighbor was moving in, and that we would address with the new resident about disrupting neighbors, she stated she did not feel comfortable with the new resident that moved in beside her. We tried coming to a resolution with resident regarding the noise from the neighbor at move in. We asked her to give us the chance to address her concerns with the neighbor and even offered to transfer to another unit. On 1/24/22 resident inquired on how to break her lease, she was advised of the early termination agreement to fulfill her lease obligations according to the lease. She was advised at this time, the steps of the early termination agreement and what penalties had to be paid. On 1/30/22 she agreed to the early termination agreement and stated she would be getting a check in the amount needed for the early termination agreement. She was advised at this time that her account balance had to be at zero to fulfill your lease agreements on the 30th when she turned in her keys. On 2/4/22 keys and payment had not been turned in as stated before that they would be turned in no later than the 1st. So we reached out asking if she had moved out. Resident stated she would be in today to turn in her keys. When resident came in we did discuss again the early termination agreement. I printed it out for her and went over the steps on how to fulfill the agreement, with the total that had to be paid before turning in her keys. She did become argumentive regarding that fees that had to be paid that day. And stated she would not be paying it, just to send it to her credit and walked out the door. On 2/5/22 we received a text message confirming to please send the balance to collections. On 2/6/22 we closed out her account and filed a claim against her Rhino insurance for the lease penalty fees for breach of contract. On 2/7/22 she reached out why the amounts had changed from the amount given to her vs the amount claimed on the final account statement. Resident advised one amount was the early termination agreement to fulfill her lease obligations, the other was the penalty for breach of lease, cleaning and damages. Regarding the statement of not paying the fees, it was stated to her that it was her decision whether she paid the money owed or not. That we could not force her to make these payments. But she was given every option on how to fulfill her lease obligations. Please find attached move in pictures, move out pictures on the way the unit given at move in and how it was left at move out. As you can see from these pictures, there was no "roaches" at the time of move in and as advised that it was a wood beatle from outside. If we can be of any further assistance please feel free to reach back out to us.  Move Out Pictures can be found at ***********************************************************  Move In Pictures can be found at ***********************************************************

  Customer response

  02/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  As you can see from the photo that is clearly not a beetle that is a cockroach and they were not moving in they were partying which I have lots of videos and pictures and also of them playing around on my doorbell camera and speaking about drugs right in front of my door. If you look at ****** reviews plenty of residents or from a residents have had similar concerns about dirty bathtubs and cockroaches this is nothing new this is something that this apartment seems to be known for I was told $2,700 I was never at any point told that it was going to be 4,000 I did not leave any damages I told the lady in the office which I have a recorded phone conversation of that I forgot my room to get up the dirt piles that I left she said it was fine no one ever told me of a balance of 4,000 before it was claimed I was told a different number and that is what I was expecting this business is irresponsible and they should not go posting such debts before letting the consumer know they are also very rude and very unprofessional as you can see from the videos that I took in the office
  
  Sincerely,
  ********* *******

  Business response

  02/14/2022

  Complaint 1 - "Roaches" Our property has a service contract with ****** **** *******. They are on our property every 2 weeks. Our property does not have issues with roaches, anyone is free to contact any of our residents. The "roach" stated in the claim is a flying wood roach. I have attached documentation from our pest control stating that these are not the "nasty roaches" but in fact a flying tree/wood roach. 
  
  Complaint 2 - "Noise" The complaint made by Ms. ******* was made on 1/22/22 the same day the next door neighbor moved in. As advised to her, that we were sorry that this occurred and it would be addressed with the neighbor. 
  
  Complaint 3 - On 1/24/22 Ms ******* stated she would be moving. She was advised, that we did have an early termination agreement, with participation with the early termination agreement the lease will be fulfilled and not a broken lease. (Conversation 1/24/22 10:04 am. The fees due is $500 penalty fee, rent thru your 30 days $1022.57 1 month penalty is $1193.00 for a total of $2715.57 minus the credit on your account, leaving a balance due of $2265.28). She was advised that she signed a year contract and was responsible for the contract that she signed. On 1/30/22 she agreed to the early termination agreement and stated she would be bringing a check in the full amount to do the early termination agreement. On 2/4/22 resident moved out and did not pay the early termination agreement as agreed upon their for she moved out with a broke lease. And according to company policy, there is a 3 month penalty for breaking a lease instead of owing the full lease term. So the account was closed out as a broken lease and the amount now due, is the broken lease fee, and cleaning that had to be done in the unit. 
  
  Please let us know if their if we can be of any further assistance. 
  
  
  

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