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| - I moved into this property back in 8/14 and ever since I've moved in I've had more negative experiences than positive. The only positive experience I had was setting up and correcting my first payment through their online portal. Every experience after that has been frustrating.
First, we noted what needed to be fixed/looked at on our move-in expection list & noone contacted us or scheduled to look/fix any of the issues. Next, the dishwasher took a dump a couple days in and I emailed the contacts on the list given to me mulitple times & noone replied. I tried emailing them from their online "contact us" form and still noone contacted me. Next, I had a bank issue with my rent and had to physically walk into their office to avoid any other late fees & ask them about my maintenance issue while I was there. Only then, did they all come out and apologize. However, they would not waive any fees due to the issue being with my bank, which I totally understood and accept and had it out with my bank.Totally accept that it was my problem not theirs. As I was there, I confirmed the new policy with them making sure it was okay to pay my rent as long as it is made by 5pm on the 5th of every month and the front receptionist and Maintenance person Jenelle/Janelle both said yes. Cool, problem solved. Not really, this issue now, is unacceptable. They recently updated their payment policy on 1/13/15 which I have copy and pasted the first part which is directly related to my issue with Colony American Homes Accounting Dept- Contact Person - Eva
**Our payment policy has been updated! We want to ensure adequate and timely processing of your payments. Our preferred payment method is our online service. Please read on for additional payment details.
Online Service - online at www.colonyamerican.com
We accept VISA, Master Card, Discover, and Money Gram. Residents paying online can pay balances in full throughout the month. Fees will apply and can vary depending on the payment amount. E-Check is also accepted online and can be submitted between the 25th and 5th of each month without fees. After the 5th of the month, payments are considered delinquent and are required in certified funds in the form of a Cashier's check or money order.**
I want to focus on this portion:
"E-Check is also accepted online and can be submitted between the 25th and 5th of each month without fees. After the 5th of the month, payments are considered delinquent and are required in certified funds in the form of a Cashier's check or money order."
Since this new policy update, I have been paying my rent on the 4th or 5th of the month by the 5pm deadline. There has never been an issue since the update until this month, "May", where they charged me a $50 late fee as of the 4th and an additional $10 charge today, the 5th. My understanding of the new policy, is, as it states, "E-Check is also accepted online and can be submitted between the 25th and 5th of each month without fees". WITHOUT FEES. Also, according to the policy, "After the 5th of the month, payments are considered delinquent..." AFTER THE 5TH. So why are they charging me late fees now? I called and as usual, get their answering machine so I leave a message. No returned phone call so I call a couple hours later and spoke to Eva who made it clear they won't waive any of the fees due to the "misunderstanding" and says that the whole policy is in regards to online payments not when the rent is due which is NOT stated anywhere in the new policy and does not even make any sense. Why even state you can pay from th 25th - 5th of each month without fees and any payments made after the 5th is considered delinquent if its not true? Just an added note, before the new policy, payments had to be received by the 3rd. Noone said anything for 3 months. They were not understanding or willing to work with me, I do not feel like a valued/respected customer/resident of theirs and will definitely not be recommending them. I tried to get a better answer on why their policy says that but I just kept getting the same "Well that's just talking about the online payment". How does that even answer my question? I don't feel they know the answer as they realize it was their own mistake and misunderstanding of their new policy. Fine, people make mistakes, even it was my fault, which in this instance its not, treat me with respect and as a "valued resident" as they claim.
I have only begun with my complaints, BBB & AZ or whatever Real Estate Board I need is next. It is unfortunate they run their business this way and treat their residents with no courtesy and respect. Maybe it's just the Las Vegas office. Either way, no resident should have to deal with this so here's my tip for you guys. Go somewhere else. Unless you like pulling teeth to get things done, random late fees and no questions answered. These guys don't really seem to care. Just walk into their office and you will see.
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