Monarch Investments and Management Group

Complaint: ***
I am rejecting this response because:This is not trueMy calls were not responded to in a timely manner resulting in my having to call the corporate office on several occasions, and them having to ask my property manager or another to respond to my calls and voicemailsI have voicemails from corporate and other property managers still saved on my phoneAs far as the maintenance and cleaning of the hallways and common areasI did notify management that the security door was brokenAnd I'm sure that many other residents did as well as leasing agents and managers that come in and out noticed these issuesWhy should I have to continue to complain to have be property satisfactorily clean and in working conditionWe are talking the course of a years time of these problems existing.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:We were charged days rent 39.83++ + Even thought they claim to have charged us rent and month-to-month charge for one day, they charged us for daysThey are wrong of their own making hereSo they should have charged just for one day.I will accept one day's utility billing. We lived in that apartment from Oct till end July 2016, which is almost years and I suppose anyone would agree that the apartment would not be the same as the property management never changed the carpets nor any of the appliances during those yearsIt is impossible to expect the appliances to be the same years laterThe carpet would certainly have had wear and tear and we had on several occasions requested them to replace the carpet which was never done even though it was promised by the office of Property Manager Ms*** ***.The Regional Manager could have called our resident land line which of course was discontinued as we moved to Oregon and did not possess that number anylongerThere have never been no calls to my cell phone ever.My wife requested Ms *** several times for her Regional Manager's phone number, but was never given saying that she would callFinally, we just received a simple mail from Ms*** *** that said " our charges are vadid" and when we responded with a couple of emails, she never had the courtesy to reply, instead the issue was handed over to a collection agency who have been calling us since then.All we left behind in the apartment was a potted plant for which we were charged $ for removal and we also do not accept their cleaning charges of $ and $ which are absolutely unnecessaryWe did leave the apartment cleanThere was a representative from their Organization who checked the apartment and said everything was ok, a week before we moved.Just because they are a Company and they hold all the cards, does not mean a tenant should be bulleyed into paying these unauthorized charges and last but not the least, the Regional Manager never contacted my wife nor discussed the matter as she claims in her responseThat is untrue.
Sincerely,
*** ***

Hello, I was rejecting their proposal for $paymentWe agreed upon a $payment in addition to the $already sent to them in the pastSee attached agreementPlease bear in mind that I believe this is confidential informationI hope this clears things up Thanks

Initial Business Response /* (1000, 9, 2015/11/04) */
We are in process of crediting back the utility bills while Ms*** is out of townWe have also notified the utility billing company to not issue any additional bills until her returnIf she has any additional questions, please contact the
Central Square leasing officeThank you
Initial Consumer Rebuttal /* (2000, 11, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fair

After reviewing the move in inspection and work orders put in by the resident, never once did the resident call in a work order for her blinds and also did not mark on her move in inspection that was signed by residentThere is nothing more I can do for this caseI have submitted all information you would need for this issueThere is nothing I can do from hereThis resident understood at move in about blinds as it is on page #of her lease agreementAny other questions this resident may have needs to go to corporate and not the Revdex.com as this is not a complaint but a disagreement with resident and the Monarch Policy and rules for renting one of their apartments*** please call either the office with any further questions or our Corporate officeThank you

*** *** moved into *** on Saturday, July 8, She walked the apartment on July with one of our leasing agents and according to the leasing agent, she seemed to be fine with the apartmentSince housekeeping had just finished cleaning at that time, there was a bag of trash outside
the apartment that was removed shortly thereafter The additional money that *** *** is referencing is her admin fee, which we charge to all residentsWhen she submitted her application she paid her application fee online, but the admin fee was not paid at that time A few days after *** *** moved in she put in a work order stating that her A/C was not working, light switches did not work, and there were no blinds in the apartmentMaintenance responded to the work order and charged her unit, ordered the missing slate on the vertical blind, and explained that the light switch that she thought controlled the ceiling fan light actually operated the outlet by the fireplaceA few weeks later *** *** called about her sink leaking and faucets in shower leakingMaintenance responded and tightened the leaky faucetsOn August *** *** called about a leak in her kitchen ceilingWe discovered this was due to a clogged A/C condensation line, and cut a hole in one of the walls to repair itUnfortunately the leak returned, and ultimately the maintenance team ran new lines to fix the issue On August 22, *** *** requested pest control for her apartment, stating the apartment was infested with roachesWe had someone come out and inspect the same dayThe pest control worker did find one dead roach in a cabinet and one dead behind the refrigerator, but no signs of live roachesPest control assured us that the apartment was not infested with roaches On September 26, *** *** reached out to our Regional Manager requesting to be released from her leaseShe was given permission to break with a 60-day notice, in accordance with her LeaseFollowing that, she contacted Code Enforcement to come out and inspect her apartmentAll items were addressed immediately by our staffThe Code Officer told us that *** *** had asked him to state that the apartment was unlivable and infested with roaches, but he told her he could not state that We sincerely regret that we were unable to make *** *** happyWe are still happy to allow *** *** to break her Lease with a 60-day notice, in accordance with the terms of the Lease

The corporate office and property manager responded to *** ***’s calls in a timely manner. The fact that she has voicemails saved on her phone indicates that we did in fact respond to herAs soon as any maintenance issue is reported, a work order is created by the property management office, which includes the name of the complaining party. We received no complaints from *** *** regarding a security door not working. The only work orders created for *** *** during her residency were for a kitchen light that was out. Those work orders were completed in a timely fashionThe security door was reported broken by another resident, and that door was immediately fixed as soon as we were made aware of the issue

Complaint: ***
I am rejecting this response because:
I spoke with multiple
employees in the CORRECT office during the ten day periodEach of them told me the AC was "being worked on"The employees I spoke with never started a work order, it is not my responsibility to start the work order, nor is it my concern that no one spoke with each other or the maintenance teamThe maintenance team is very friendly and apologetic, however the employees in the office treat like a liar and a criminalThe purpose of a rental is not completing your own maintenanceThere is no reason someone should go without air conditioning for days because of poor communication in the office. the employees I spoke to were *** and ***The second of four calls I made no one asked my name, they knew exactly who I was and what I was calling about, yet they failed again to put in the work orderI have logs of call dates and times when I called the office
Sincerely,
*** ***

The new a/c was installed June 2nd and is working nowWe believe this resident's complaint has been addressedThank you

The refunded balance represents the final refund less utilities for time in which you occupied the unit as the move out statement included with the payment reflectsIt is a valid withholding and shall remainWe wish you the best

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The Lease signed by Mr*** clearly states that days' notice is requiredWe are merely following the plain and clear terms of the Lease Contract, and charging Mr*** in accordance with the 60-day notice period which he agreed to when he signed the LeaseThe relevant portion of the Lease
Contract is attached

We are working to address this resident's complaintsShe has had several issues with her air conditioning unit and we are going to replace itThere are currently portable units in her unit, and we expect the replacement air conditioning unit to arrive May We are working to resolve this issue
as quickly as possibleThank you for your patience

Complaint: ***
I am rejecting this response because:You stated "The refunded balance represents the final refund less utilities for time in which you occupied the unit as the move out statement included with the payment reflects"... the balance due on the statement I was given reflects duePlease see attached image.You are asking to keep an additional What utilities were not cover by the that I already paid that requires you to keep an additional I have a statement showing the breakdown for the 26.38. Can you please provide an additional statement breakdown showing what the is for? When I went to the *** *** on 1/I was told my utilities for the month of January are Which is an amount I did not even question, as this amount actually supersedes any amount I was ever charged for utilities while living there ever. My utility total for utilities Oct billing= Nov billing= Dec billing = (and this is month that everyone in the *** *** were billed incorrectly and the office had to send out a letter stating an error was made and a correction would be made) Jan billing= 20.55 Again I happy to pay an amount that is due however you have not explained what utilities that I have failed to payWhen I paid my rent plus utilities at the beginning of January I wrote a check for When I left at the end of month on 1/I was told to pay You are with holding an additional what does this amount cover? You are telling my utilities for the remainder of January should be which would be impossibleEspecially since I was not actually living there inJanuaryI moved out January and Came back only to clean on January and did a walk through with Kara B*** on January in which I returned my apartment key to herI asked to keep my key fob and mailbox key to continue checking for mail in case my forwarding address from *** missed any mail already sent outI returned to *** *** on 1/to return the keyfob and mail key and pay my final utilities which I was told are 26.38You are asking to keep an additional What utilities were not cover by the that I already paid that requires you to keep an additional I have a statement showing the breakdown for the Can you please provide an additional statement breakdown showing what the is for?
Sincerely,
*** ***

We refunded the fee and consider this complaint to be resolved As stated before, the reason for the initial denial was outstanding debt owed to a previous landlord We then overrode that decision on the condition of an additional deposit due to this credit issue, but Ms*** did not wish to move forward with an additional deposit

Hello,I scanned the letter sent to me from the resident and sent to my corporate officeas page #of the lease agreement that the resident signed, it states the following charges may applyi have attached a copy of the signed lease and pictures of what I chargedthe key that was dropped off by
the resident was not the same key we had so that is the reason I had to charge a re-key fee again as it states on pg#of lease agreementalso the resident failed to pay rent which also ignored when I asked her times the day she dropped keys off while corporate was present and the resident stated "I don't have time for that" and slammed the doori have done my job correctly and have charged accordinglyI sent the resident a copy of her lease since she was disputing the charges that were chargedI only charged what needed to be charged from damages or anything that was not returned at move outAlso no other contact was made because the resident stated in her letter that I also attached that I could contact her via mail. If you have any other questions please feel free to contact me.Thank you. *** ***

Complaint: ***
I am rejecting this response because: The statement submitted by Monarch Investment is false The emergency was submitted in the morning when the incident occurred I have phone records to prove the repeated calls as well as the message I received hours later from the office I also have phone records and emails that were sent to Monarch about all the issues I have as well as the calls that were made and never answered There was not a notice sent on June 5, however they may have sent something after June 7th The office was well aware of all issues and admitted that they fired their entire maintenance staff after I submitted my notice to vacate in April They offered a resolution in the manner of not raising my rent after I had already noted that I will be moving
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to take the time to thank all of the involved parties in assisting to reach an agreementI am pleased and hope that Monarch Investment Group is successful in their takeover of *** *** ** *** Mill. I wish all the best.
Sincerely,
*** ***

Hello,
I scanned the letter sent to me from the resident and sent to my corporate officeas page #of the lease agreement that the resident signed, it states the following charges may applyi have attached a copy of the signed lease and pictures of what I chargedthe key that was
dropped off by the resident was not the same key we had so that is the reason I had to charge a re-key fee again as it states on pg#of lease agreementalso the resident failed to pay rent which also ignored when I asked her times the day she dropped keys off while corporate was present and the resident stated "I don't have time for that" and slammed the doori have done my job correctly and have charged accordinglyI sent the resident a copy of her lease since she was disputing the charges that were chargedI only charged what needed to be charged from damages or anything that was not returned at move outAlso no other contact was made because the resident stated in her letter that I also attached that I could contact her via mail.
If you have any other questions please feel free to contact meThank you.
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
As Monarch has stated, we have been in contact regarding this issueNow, with that said, there has not been an agreement reached with this issuePlease let me explain myself more, as their claims are unjust
*** *** ** *** Mill underwent a management change, from NTS (the old investment company that we signed our lease with) to Monarch (the current investment company)When they underwent this transition, they decided to remove a lot of the NTS office employees who knew the legal processes, as well as the tenantsWhen they let these knowledgeable employees go, they brought in a new staff (who is incompetent and gave me wrong information)
Let's begin with my first encounter with one of their employeesDue to ***'s mother being diagnosed with cancer and deathly ill, we made the decision for him to move back up north (to assist her)This happened shortly after the Monarch takeover of the propertyNot having the combined income in our relationship, I needed to move to a smaller, more affordable unitI inquired with the leasing office about moving to another unit, but my response would be that I had to terminate my current lease in order to switch to a smaller unitThus, based on what a Monarch employee said, I began to think about breaking lease and moving to another town
After hearing about what the Monarch leasing agent told me, *** and I made the decision that I was not going to stay at *** *** ** *** MillA few days later on, I went back to the office to speak with a manager about terminating my lease earlyIt was then, that I was introduced to ***, who was a manager at the propertyKeep in mind that *** was a new manager, but was employed recently by MonarchWe discussed our situation and leaving the apartment communityWhen we figured up numbers, I was told that it would be in the ballpark of around $to move out and to terminate my leaseI asked *** about discrepancies concerning the lease we originally signed, which was a NTS lease, but she told me that since Monarch took over the property, things had changedNaturally, hearing this from a manager, I was thrilled and based my move-out decision on our conversation*** took down ***'s address and was going to send the final paperwork to him as it had not been drawn up at that time
So I had handed over our keys to the unit at *** *** and *** and I moved outAbout a week or so after we moved to our respective spots (myself in another suburb of Indianapolis, and *** up North to be with his mother), *** received a ledger sheet from ***, the property manager for $4000+It was unknown to us that *** ***'s manager *** and the property manager, ***, were on two different pages with their amounts given to usWe have tried to explain ourselves to ***, the property manager, yet she has not listenedI do feel that due to my age, I was taken advantage of, and when I kept bringing up the topic of my boyfriend, *** did not appear to be comfortable in the situation at all
The reason why we have not come to an agreement is this: why are *** and I being punished for the actions and words of one of their employees, specifically a manager that they hired? If I had been told correct information when I went into their office to inquire the first time, I would still be on their property as a tenantOr even if I were told about the fact that we are being charged for rent for days though no one is at the unit, I would have at least stayed in our unit for the time being
I keep bringing up the fact to the staff at Monarch Investment Group that it does not make sense that they will not acknowledge information that their employee told meI based my whole judgement off of what one of their managers had said! Monarch's counter statement is, "well, you should have read your lease, as it is clearly stated in that legal document." To come back with what I have told them time and time again, why did they have a manager on site, making all the money she did, if I am supposed to just refer to my lease for all of the information? I put my trust in their employee (***) and as I have said, I based my decisions on what I was told, again, by a Monarch employeeAdditionally, the lease *** and I signed was with NTS, not Monarch, and we were never made aware on what lease statuses were when Monarch took over *** *** ** *** Mill
At this time, Monarch Investment Group is still trying to get all of their money from usGranted, the individual whom I spoke with from the executive office brought the cost for us down to around $3700, but that is still extremely unfair, based on the fact that we were told it would be around $to move out, but then received a ledger/bill for over $4,I believe that Monarch needs to step up and accept responsibility for their actions, and their employeesThey keep countering back and saying that it is unfortunate that they had a bad manager who did not tell us the correct information, but we still need to payThat is not professional, or even ethical in my bookOh, and one more thing, their individual in their executive office in Colorado, whom I spoke with on 12/insulted my intelligence and tried to make me feel stupid for being told by their employee whom was a manager that we only would owe a little over $to terminate our leaseAgain, this comes with the age discrimination as I have never leased an apartment before, I do not know what to expect and I do believe that I am being taken advantage of due to myself only being years old
There needs to be a resolution in this case, here*** and I should not be penalized for believing what their Office Manager told meMonarch needs to learn how to choose and train good employees, not tell tenants that they spoke with the "bad apple of the bunch" and need to cough up around $4000, 4x the amount originally quoted
Thank you for hearing my side, and I hope we can come to an agreement
*** ***