Rent anywhere else
September 15, 2025 - Reseña de Apartments.com
Changed the website they use for taking payments, and only notified by email days before. The new system had issues and payment failed. After being on auto-pay for over a year was charged a late fee they refused to do anything to cover.
Property Manager Responded
September 17, 2025
As previously addressed on Google and Yelp:
Hi Sean, thank you for reaching out and sharing your concerns. We understand this is a frustrating situation, especially after being on autopay for so long. However, rest assured, our end goal in upgrading our system is to make all processes more efficient for current residents in the long run. We'd like to kindly clarify a few things regarding the charge and our communication process.
As we previously discussed, our records show that your payment for this month was not successfully completed by September 5th, which is our grace period cutoff. As a result, the late fee was automatically applied on September 6th. We understand you believe the payment was initiated before September 5th and the failure was due to the new system, but we do not have a record of a payment attempt on our end. As per our conversation with you, we are unable to waive the late fee without proof of an attempted payment before September 6th.
We notified all of our ...
residents about the new RentCafe payment portal via email on August 26, 2025, which gave residents a week to familiarize themselves with the new system before rent was due. Per paragraph 38 of your lease agreement, email is an accepted form of communication for important community updates. We understand that you may have preferred a phone call or a letter, but we use email as our primary method of communication to ensure all residents receive the same information in a timely manner. We also offered the option to pay with certified funds during this transition period. While we are unable to reverse the late fee at this time, we are committed to making this transition as smooth as possible for all our residents.
As always, our team is happy to help with any remaining questions you may have about setting up your new RentCafe account or autopay for future payments. Please reach out to our leasing office directly and we can work through any further concerns together. Thank you, Sean.
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