Consumer complaint received 2023-10-31
Company: National Credit Systems,Inc.
State: NY
Product: Debt collection
Sub-product: Rental debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Our lease with XXXX XXXX XXXX ( managed by XXXX ) ended on XX/XX/2023. On XX/XX/2023, we received a move-out statement with a balance due to Landlord of {$430.00}. The balance consisted of a {$300.00} charge for hardwood floor scratches and glue residue as well as {$140.00} for valet trash service ( move-out statement attached ). The move-out statement was communicated to my wife and I via e-mail from XXXX XXXX XXXX . To be clear, there was no unpaid rent due. 

On the same day, we responded via e-mail to XXXX XXXX XXXX disputing these charges. As we received no response to our e-mail, we then followed up by calling and leaving voice messages for management at XXXX XXXX, requesting them to call us back to discuss the matter. We received no e-mail or phone response ( e-mail chain attached ). 

On XX/XX/2023, we received a notice from National Credit Systems, who was trying to collect this debt. After speaking with the Collection Representative, on XX/XX/XXXX, as per her direction, we sent in supporting documentation to dispute the debt via mail ( copy of letter and documents attached ). On XX/XX/2023, we received a letter from National Credit Systems stating that we have not received information sufficient to validate your dispute or revise our records and enclosed you will information provided to us by XXXX XXXX XXXX. There was no supporting documentation provided in the envelope with the letter. We then called the Collection Representative who stated that the Landlord stands by their position that the debt is owed. We told the Collection Representative that no supporting documentation was included and we require proof from management of the alleged damage to the hardwood floors as well as a copy of the move-in inspection report. 

The hardwood floors were in poor condition when we moved in, which was noted on our initial walk through inspection that management retains a copy of. The hardwood floors had glue, scratches, and paint drops on them when we moved in and we left the unit in the same condition as when we moved in subject to standard wear and tear, which is expected in a rental unit as tenants cycle through. 

Regarding the trash valet service, we supplied evidence of our communication with the Landlord throughout the year noting that the trash valet services were not being provided as per its terms. Management did not explain why the services were not being provided, they only instructed us to keep paying the " mandatory '' fee. We gave management ampleopportunities to resolve this yet no action was taken and the issue persisted. Therefore, we informed the Landlord to cease the trash valet service for our unit as well as stop charging the monthly fee. The Landlord ignored our communication and continued to include this fee on our monthly statement, which was illegitimate. We did not pay for this service because it was not provided which resulted in the outstanding charges of {$140.00}. 

As of XX/XX/2023, we have not received any of the information we requested from National Credit Systems or the Landlord. From XXXX to XXXX, we sent numerous e-mails ( documentation attached ) and left voice messages for XXXX XXXX to clarify the charges and discuss the matter, but we have not received any communication since the initial outreach on XX/XX/XXXX. The Landlord is intentionally ignoring our requests.

Company response to consumer: Closed with explanation