Consumer complaint received 2023-08-29
Company: HW Holding, Inc
State: NC
Product: Debt collection
Sub-product: Rental debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I resided at XXXX XXXX XXXX XXXX XXXX XXXX Texas, from XX/XX/2023, to XX/XX/2023. The leasing contract was with XXXX XXXX ( XXXX ) XXXX ( XXXXXXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX TX XXXX XXXX Prior to my move-out, I ensured the apartment was professionally cleaned, including the bedroom, kitchen appliances, bathroom, and closet. I possess both video evidence and a cleaning receipt to substantiate this. 

During an in-person visit to the office on XX/XX/XXXX, before my move-out, I discussed move-in formalities with XXXX ( Manager ) and XXXX XXXX XXXX mentioned a flat cleaning fee of {$75.00}, which she assured would be waived upon receipt of the cleaning receipt, as I had conveyed to her during our conversation. I inquired about a move-out inspection and even offered to arrange one to prevent any last-minute surprises. To my surprise when I spoke to other residents who had moved out none of them was charged a XXXX fee as claimed by the management. 

On XX/XX/XXXX, the leasing agent XXXX XXXX emailed me a ledger with a total of {$370.00}, a substantial difference from what was verbally promised. The ledger contained a {$180.00} cleaning fee, a {$50.00} cleaning fee, and a {$30.00} damages fee. Remarkably, within just 15 days of sending the ledger, I was sent to collections without prior notice or responses to my emails/calls seeking clarification on these unwarranted charges. I disputed these charges with the collections team, providing supportive evidence such as a video, email correspondence, and the cleaning receipt. 

Despite my efforts, the XXXX  management denied my claims and failed to provide invoices or evidence to justify their charges. After I sent them the cleaning receipt, XXXX XXXX reached out, promising to adjust the bill and update the ledger. However, nearly two months have passed, and my attempts to communicate with XXXX  have been met with silence from management. 

This pattern of behavior is not new ; in the past, XXXX  had my already registered vehicle towed during a ten-day vacation and still demanded a {$320.00} storage fee after I provided records which I had to pay in order to get my vehicle back. Additionally, I was asked a {$75.00} fee for remote control access, which was initially promised to be free in the lease contract. This history suggests a recurring trend of fraudulent charges by the management. 

Despite repeated emails, XXXX  has not provided any utility bills, instead, they rushed me into collections, which raises concerns about the legitimacy of these charges. 
I urge XXXX XXXX XXXXXXXX XXXX management to furnish the utility bills and apply my {$100.00} deposit toward the utilities and I am ready to pay the remaining amount toward utilities after deduction of the utilities if any. I possess evidence of pre-existing wear and tear to the gas stove/sheetrock, including email correspondence before my move-in and work records, which XXXX  have chosen not to share with the collections team. 

I dispute the {$180.00} + {$50.00} cleaning fee and the {$30.00} damage fee, as no damage occurred during my move-out and my entire stay. I also insist that XXXX  remove my name from collections and any credit rating agencies. Furthermore, I request the return of my deposit after deducting the utility bills.

Company response to consumer: Closed with explanation