Consumer complaint received 2021-08-14 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: ProCollect, Inc.
State: OK

Complaint narrative:
Good Afternoon, My name is XXXX XXXX and I am filing a formal complaint against XXXX XXXX XXXX/ XXXX XXXX. 

Complaint Against : XXXX XXXX - Property Manager Address : XXXX XXXX XXXX XXXX | XXXX XXXX, XXXX XXXX Phone Number : XXXX My family rented from XXXX XXXX from XX/XX/XXXX - XX/XX/XXXX. During our stay we experienced several issues. In the summer of XXXX we had no air-conditioning for over a month in triple digit heat. We were advised to purchase our own air conditioning unit and they would install it for us. During this time the pool was limited access due to COVID-19 regulations, however my children were always turned away while they seen other kids swimming freely. My children felt that it was due to the fact that we were a white family living in a predominantly XXXX community. Then when winter came around we were faced with no heat for a couple of days. 

In XXXX the property manager, XXXX XXXX, reached out to me pushing a new lease on us and we already knew that we didnt want to extend our lease due to the ongoing issues we had experienced. I told her I did not want to extend my lease and she threatened me with lease violations. I told her that we wanted to be out by XX/XX/XXXX as I was exploring my options to purchase a home. She said that the process to buy a home takes a lot of time and although I advised I wanted to be out by XX/XX/XXXX she pushed a new lease for 3 months with an end date of XX/XX/XXXX. Due to the fact that she was going to raise the rent extremely high if I stayed on a month to month basis I agreed to the 3 month lease and advised that I would be out by the end of my lease during our conversation in XXXX. 

They opened the pool again in XXXX and my kids were again denied to enter the pool every time they attempted to go swimming and eventually gave up pursing that luxury. My kids felt that it was again based on the fact that we were white and they were not going to let them swim. 

I have never been late paying my rent nor did we as tenants violate any issues, we are a quiet family. 

So in XXXX there was a lot of talk at my job about starting up a new health plan in XXXX. My family decided that was something we wanted to do giving the fact that I have XXXX daughters living in XXXX, XXXX. I accepted the offer and started to plan on my transfer. 

On XX/XX/XXXX, XXXX ( property manager ), reached out to me to confirm my move-out date, which I confirmed with her that I was moving out as planned on XX/XX/XXXX. I had thought that was a courtesy call on her behalf. 

Mid XXXX my employer reached out to me to advise me that the XXXX  Supreme Court ruled against XXXX in the state of XXXX  and my transfer status was unknown. I reached out to XXXX to let her know what was going on. I asked for a possible one month extension if she didnt have anyone interested in the unit, but that I was not for sure about the status and would know by the end of the week. She said that she didnt have anyone interested in the unit and that she would be willing to work with me in the event I wanted to extend our stay. I really didnt want to stay but had no idea what I was going to do so had to keep my options open. I reached back out to her as planned ( end of the week ) and told her we were still going to leave on XX/XX/XXXX. She said okay that was fine and thanked me for letting her know. 

So we moved out as planned on XX/XX/XXXX and then on XX/XX/XXXX I received an invoice for XXXX. I was surprised and reached back out to get clarification on why I was being billed Soo much. She responded to me several days later stating that when she called on XX/XX/XXXX she put in my 60 day notice and that I had to stay until XX/XX/XXXX. Also because I reached out to her mid month in XXXX with a possible lease extension that I was in violation of my lease. She said that the most economical option was to pay the XXXX prorated rent but it was too late. She said that the lease does not respect unforeseen circumstances. 

At this point I was furious as she did not validate any of the phone conversations that we had since XXXX. My new job did not start until XX/XX/XXXX and had I known I was required to stay, that wouldve worked out better for my family. She did not hold integrity to her word as she acknowledged my move out date as per my lease of XX/XX/XXXX in XXXX, XXXX, and XXXX conversations. I feel that she misled me and has now billed me for outrageous fees. 

I read the XXXX  tenant handbook and it states that a landlord can not lawfully charge reletting fees if there is no one interested in the unit. But my biggest concern besides all the issues my family experienced and the fact that my children felt discriminated against ( I can handle that with my kids as we are no longer living there & they dont have to feel like that anymore ) is the integrity of her word and how she misled me to believe I was okay to move out on XX/XX/XXXX just to turn around and bill outrageous fees. 

It has not even been a month and I am now being harassed by a collection agency ProCollect out of XXXX XXXX  who has also violated my right to dispute the validity of the debt. They said that the debt is valid and although I explained that I was not refusing to pay as I agreed to pay the cleaning fees and utilities they have marked me as a refusal to pay and have not followed the correct steps to comply with my dispute. 

Im sooo frustrated, Im a single mother and I dont have XXXX to pay for their fees that they say I have to pay. Any help or guidance that you can provide will be much appreciated. 

Thank you for your time and consideration to listen to my complaint. 

My contact information : XXXX XXXX XXXX XXXX  XXXX, XXXX  XXXX Phone : XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation