Poor customer service when tenants are owed money ...

Poor customer service when tenants are owed money and have followed instructions for move out. Nice apartments, but service should match apartments.

Update 6/15/17: I moved out in mid February and requested a sublease. I received a call from my apartment manager in early March that there was someone looking to lease, but were unable to afford the rent at the current price. He was looking for options to help them rent. He asked if I would be willing to offer $300 off per month for 3 months. He was not sure if this would fit the potential renter's budget and as nothing had been signed would have to call me back to confirm the details. I never received a call back.

The next contact I had was an email at the end of the week that had my lease termination, back dated so that the new lease started prior to my sublease being ended. I notified him via phone and email that I had never been notified of the new lease and I had not turned off my electric and water. The new tenant were using electric and water on my accounts. Clearly they had not but the accounts in their names prior to move in as is standard in a lease. I did not agree to paying for the utility usage of a new tenant. I agreed to keep the utilities on in my name until the lease ended or was re-rented. Since I was not notified prior to the apartment being re-rented there was no way for me to turn off the utilities prior to the new lease being signed.

I inform the apartment manager that this was not acceptable and I had requested that the utilities be taken out of my name. Neither the water nor the electric companies could process a same day turn off online through the user portal. I added a note to each company explaining the situation and requesting a retrospective credit. I requested a refund from my apartment manager and included copies of my shut off request. This was the same day I receive the lease termination notice. The best the water company was able to do was process a shut off for the same day. Thus, this was 3-4 days of the new tenant using my account. The electric company was not able to meet my needs and did not complete the shut off request until several days later.

It is now June 15th and after 3-4 calls and multiple emails, at least one forgotten payment (acknowledged by email) and one lost in the mail. More than 30 days later I have received minimal reimbursement. Please note that as a tenant I would be penalized for late payments, but things are different when a tenant needs to be reimbursed.

Additionally when I called I was accused of defamation when I had only made a true statement at the time that I not been fully reimbursed. The property manager had not reviewed the emails and initially claimed that Watts Group had made no errors and I was at fault. I reminded him that I had called and emailed and if he would review the email the entire chain of contact was described. It has been an unpleasant experience in leaving and I am disappointed it was handled so poorly. I have a full copy of the emails and would be happy to provide them.

In the future I would ask that all tenants be treated equally and proof of utilities turning on/off be a part of the move in/out procedure. Additionally that in answering customer complaints, that the full emails and other contacts be reviewed prior to speaking with the complainant.