Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently rent from the complex in Florida and I have been trying to get my AC unit repaired for over a month now. I try to be professional and kind to the staff. The condenser unit for my air-conditioning outside turns on and clicks off every 5 seconds, the inside is working fine. I have attached videos and provided specific details via email to the leasing office for work orders only for my emails to go ignored and then given attitude and unprofessional responses when I confronted them about entering my unit without notice. I was told their "electronic log" prevents them from entering units without it being recorded and they can not just enter at will. I have proof that shows they entered without notice because my dog was locked in the bedroom without food/water or proper air flow for who knows how long. The leasing office is so unprofessional and claims there is nothing wrong with the AC and it's working fine but they are not listening to what I sent and explained to them. I attempted to reach out to the main company VGL Vaughn and was unable to get ahold of anyone. I have severe asthma and a dog in my unit and with the Florida summer coming, it's unacceptable for the AC to be "working as intended" while outside is 90-100 degrees and inside can easily be 75+ and humid with the air feeling damp with little to no relief. All the while the AC is running 24/7 with no relief. The window unit they let me use while replacing the original unit, less than a year ago, was also full of mold. The solution I received from maintenance was to lower the thermostat to 68. That did nothing. I have everything documented via email and would love to show the main company how unprofessional their staff can be to their residents. Especially when confronted. I understand maintance wants to help me, but my dog shouldn't be made to suffer. If able, I would rather call an HVAC pro myself and have it resolved. I do not want any more issues with the office as I do enjoy living here.

  

  Business Response

  Date: 05/14/2024

  May 13, 2024
  
  Re: ***** **********
  Complaint #: 21686345

  In response to the above referenced complaint of ***** **********;
  Mr. ********** a resident of Hidden Lake Apts.  Vaughan Group, Ltd. is the property manager of the property.
  On July 13, 2023, the subject air conditioning unit was replaced in the residence of Mr. **********. It is currently a little over one year old.  On March 11, 2024, our records reflect that it was reported by Mr. ********** that the “condensing unit does not stay on continuously.” Subsequently however that report was retracted by Mr. **********. On March 16, 2024, it was reported to Hidden Lake Management by Mr. ********** that his outside unit was again continuously shutting off.  In response, on March 18, 2024, Hidden Lake maintenance replaced a contactor on Mr. **********’s exterior unit. Since the March 18, 2024 repair by Hidden Lake maintenance, our records reflect no further complaints having been made regarding Mr. **********’s air conditioning prior to this complaint.
  Multiple lengthy emails were received by Hidden Lake staff from Mr. ********** on March 26, 2024 and again on March 27, 2024, accusing Hidden Lake staff of entering his apartment without proper notification. ******* *****, Hidden Lake Property Manager, responded to Mr. ********** on March 28, 2024 assuring him that no one had been in his unit since the previous a/c work order completed on March 18, 2024 (described above); advised him that there are long-established and strictly-adhered to internal controls ensuring that proper notice is always provided (except in an emergency) before staff entry into an apartment (usually to address a requested work order).  Ms. ***** also confirmed with Mr. ********** that his air conditioner was operating properly. Mr. ********** responded to Ms. *****’ email on March 28, 2024 stating that “everything is going well.”  Since Mr.  **********’s March 28, 2024 no further communication has been received by Hidden Lake or VGL and the matter was believed to be resolved to Mr. **********’s satisfaction.  Attached are copies of supporting documents confirming the above.
  
  In response to this complaint, Ms. ***** ordered a third-party HVAC company, “Fresh Air” to inspect the subject unit for continued issues and complete any required repairs, if any.  The inspection has been scheduled for May 13, 2024.   In accordance with VGL procedures, Mr. ********** was properly notified via email on May 10, 2024 of the intended entry by the Fresh Air technician.
  
  In further resolution of Mr.  **********’s complaint, we are also offering to change the locks on his apartment.
  The last communication received by Hidden Lake from Mr. ********** was his March 28, 2024 “all is well” communication.  Nonetheless we have undertaken the considerable expense of hiring of a licensed outside independent HVAC company to inspect and repair any issues with his air conditioner, if any.  In addition, we have offered to change Mr. **********’s locks also at considerable expense.  We regret that Mr. *********** felt it necessary to file a complaint when we have consistently responded to his issues, and simply wish to have a satisfied resident.
  Based on the foregoing, we respectfully request that the complaint in this matter be considered resolved without the necessity of further action.

  
  Thank you

  Customer Answer

  Date: 05/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:09/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into *** ********** Dr on August 23, 2022. I was shocked at the condition of the unit that I moved into. I tried to tour the unit all week prior to moving in, but was not allowed access until less than an hour before closing on the day before the move. I left a message first thing in the morning voicing my concern and that I wanted another unit. Several hours later, I was told nothing else was available and everything would be fixed. I had a moving truck that had already been scheduled and workers who were being paid by the hour. Having already given my move-out notice, I had no option but to move in despite my concerns. I must point out that some of the problems I pointed out have been fixed, while others remain unresolved such as: shower stall painted with house paint (actively peeling), bathtub painted with house paint (actively peeling with each cleaning), kitchen cabinet has no back with pipes and concrete exposed, mold and mildew on outside patio floor and walls, plumbing issues unresolved, vanities painted over with house paint no longer smooth some peeling, exterior siding was peeling. Now removed and untreated wood remains exposed. I have submitted a more extensive list to the management. I was given the impression this unit was one that had been renovated. But I was told AFTER I moved in that if I had moved into a renovated unit it would have been $200 more. This is not information I was given when I applied. The only resolution that has been offered is to leave without penalty by the end of the month. After spending over $1000 to move, that is not reasonable. The current manager has tired of my requests and sometimes does not respond at all, or ignores some questions or requests. She recently sent me correspondence that there will be no renovation or correct refinish for the bathroom shower stall, bathtub, or vanities, or hole in cabinet wall. She refused to address when or if the outside patio will be power-washed or repaired.

  

  Business Response

  Date: 10/03/2022

  Please see attached response after full investigation with Property, completed work orders and a picture after power washing completed. Thank you.

  Customer Answer

  Date: 10/14/2022

  
  My concerns with The Woodsof Centerville and Vaughan Ltd., are still outstanding.  Many minor things have been fixed, that hadthey done their job before I moved in, there would not have been an issue tostart with.  However, other biggerproblems still remain. Please see my comments in red to the management response they sent youbelow:
  
  Ms. ******* moved intoher apartment at our community on Saturday August 20, 2022. True
  
  Ms. ***** Evans, PropertyManager, walked the unit with Ms. ******* on Monday, August 22, 2022.  True, per my request.  They admitted they had not toured it prior tome moving in.
  
  Her first list ofmaintenance items were completed on August 22, 24, and 30, 2022. (See attachedlist of repairs). Ms. ******* also received a $300 one-time credit for anyinconvenience as a good faith gesture.  I did receive a one-time credit of $300.  Given that there were unpainted walls, doors,cabinets, rusted light fixtures, peeling mirrors, rust spots in the bathtub, erodedfinish in the standing shower, missing caulking in the bathrooms, missing sinkstoppers, doors that won’t close or won’t lock, mold and mildew on the outside andpeeling siding, just to name a few, of course there was a discount.  But only some of the items I listed wererepaired.  Ms. Evans had already startedrefusing to repair everything.
  
  Nonetheless, Ms. *******continues to pursue a number of unreasonable and questionable demands.    These demands include a monthly rentreduction; rent discounts; $1,000+ in moving expenses and renovating the entireunit. I asked to move into a unit that was inreasonable condition, similar to what was shown in the model unit, or that theymake the renovations on the one I moved into. When they said that nothing was available, and they wouldn’t make therepairs/renovations, I absolutely stated that they should discount the unituntil they can move me into a unit that is in a more satisfactory, sanitary andsafe condition.  The only option theygave me was that they would let me out of the lease I had just entered into,and I could move at my own expense.  Idefinitely responded that if I moved out after having just moved in, it wouldhave to be at their expense.  (Thedifference in price of a renovated versus non-renovated unit is $200.00 permonth).  Ms. ******* was aware of theavailability of an upgraded unit and selected the less costly unrenovated(actually partially renovated) unit at a substantially lower price.  This is anoutright lie.  Ms. Evans was not even present for myapplication. Other than hello, we never had a conversation until after I movedin.  I was told by the person that tookmy application that she believed my unit was renovated.  There was NEVER any discussion that therewere two different prices for units, or I would have asked what the differenceswould be.  The two different prices weretold to me after I moved in and found out I had moved into a dilapidated unit.  I would have never chosen to move into anapartment in such an ongoing state of disrepair.  Due to her continued intransigence withrespect to her demands and an unending barrage of emails and telephone calls,this matter was referred to our corporate office,  This matter was referred to the corporateoffice, per MY request.  And as of thisdate, no one from the Vaughan Group has even emailed or called me to hear myconcerns.  They have taken Ms. Evans ather word, which is not worth much.
  
  Our corporate office,after their review of the situation, provided me with a response to Ms. *******on September 15, 2022.  Corporateauthorized reasonable additional repairs while denying others it determined tobe unreasonable.  Corporate’sdeterminations were communicated to Ms. *******.  Everything communicatedto me has been through Ms. Evans. Corporate has not bothered to find out what is true or not. Theresponse also provided Ms. ******* with the opportunity to break the leasewithout penalty by providing a 30 day notice before the end of the month or,alternatively, remain in the apartment for the full lease term with anyadditional approved repairs completed in a timely manner.  The choice is entirely up to her.  This offer is not areasonable resolution.  I spent over $1000to move here.  To move again, especiallyso soon, would cause me to pay additional moving expenses to make up for theirlack of maintenance or due diligence.
  
  A second list of repairsthat were approved by management were completed on September 22, 2022.  As an accommodation, this included anupgrading of the apartment with a newly refinished tub, shower, and vanity.Pictures are attached. Yet, another lie.  Nothing was newlyrefinished.  The tub, shower, and vanitywere painted over with common house paint!  The tub was spot painted with paint a differentcolor than the tub.  The shower is stillpeeling from the previous paint, and was simply painted again. (see currentpictures post-maintenance) 
  
  All 29 buildings of thecommunity are scheduled for pressure washing in the spring of 2023.  Due to the heavily landscaped site, moss andtree by-product commonly develop on the brick patio and other buildingcomponents.  As an accommodation to Ms.*******, maintenance staff has completed her requested power washing (seeattached). Given the mold and mildew that was on the walls,siding, and floor, and the chalk drawings that were on the walls, this shouldhave been done prior to me moving in. They have now been power washed, for some reason excluding the patiofloor. Vanities, tub, and shower were properly resurfaced. If they are peeling,it is due to her failure to allow time for proper curing as she was instructed.  I was given noinstructions, as I was not present for the maintenance.  She would not schedule a time that I could bethere, even though I requested it.  Therewas no note of instructions left after their work.  However, there is not enough time to givehouse paint to dry, that will allow it to function as waterproof.  It is not a refinished tub.  It is a white tub with rust spots that havebeen painted over with off-white paint that continues to peel, which is why itis two different colors.  Theplumbing issues identified in Ms. *******’s September 22, 2022 list were notfound by maintenance staff dispatched to complete the plumbing repairs.  As an accommodation to Ms. *******, I amscheduling maintenance staff to again inspect the unit for plumbing issues andmake any necessary repairs.  As of today, they still have not come to fix the toilet thatwas one of the most urgent issues.  I amunable to use the toiler in the master bath, and I have it propped up to keepit from running like a faucet throughout the day.    The exposed pipes in the kitchen cabinet areexposed for preventative maintenance purposes. This is the first time I’ve heard thisexplanation.  I don’t know what sort ofpreventative maintenance they could be referring to.  All I know is there is a wall of exposed concrete,pipe and insulation in my kitchen cabinet which is unsanitary and allows for bugsto enter! (see picture)
  
  Finally, I want to beclear that Ms. ******* was never advised that her apartment was a fully updatedunit, a disingenuous, inaccurate and groundless claim she continues torepeatedly make. To be clear, she was clearly advised and is fully aware thatthe apartment had only an updated kitchen. If Ms.Evans believes that expecting an apartment to be clean, safe, and in goodcondition is disingenuous, (especially after being shown a model of what it wassupposed to be), then she needs to reconsider being a rental manager.  Not only are there still maintenance problemsfrom my initial move in, I have since come across more items that were badlymaintained that they had to be aware of. The stove heating must have a short. It stays on high for long periods after being turned down or off, and turnscompletely off without being turned off.    The refrigeratorshelf is held together with white tape. I didn’t realize this until I began to put in more groceries.  They have since scraped off the peeling sidingoutside of the bedroom window but have left exposed, untreated wood to rot andmold.  
  
  As previously noted, Ms.******* already has been offered the opportunity to put in a notice to vacatebefore the end of the month without penalty if we are unable to satisfyher.  As an accommodation, we are willingto extend this offer until October 31, 2022 with only a two week (versus thenormally required 60 day) notice provided there is compliance with all otherlease terms.  Alternatively, she iswelcome to remain in the apartment at the current rent.  The only reason they want to let me out ofthe lease is because they don’t want someone here who will continue to expose howthey’re treating some of their tenants.  AsI said earlier, me paying to move after only two months is paying to fix theircrime.
  
  As made clear from theforegoing, Woods’ management and maintenance staff have gone above and beyondto satisfy Ms. ******* to no avail. All reasonable requests have been addressedand we remain ready, able and willing to address any future bona fide requestsfor repair.  However, we cannot agree toher remaining demands which we continue to believe are completely unreasonableand inappropriate.  Virtually everyone I have worked with here at the Woods hasbeen pleasant and responsive.  However, Ms.Evans has been continually rude, unprofessional and unreasonable.  The maintenance people are simply doing whatthe management is asking, which is to put band aid fixes on criticalmaintenance needs.  Even when theyreplaced the three rusted light fixtures (per my insistence), the new lightleft a gaping hole in the wall that has not yet been fixed.  I wish I had read the former tenant’s complaintprior to moving here.  Her story sounds eerilysimilar to mine.  Some other tenants Ihave spoken with have given up and simply make their own repairs.  I have begun to do the same.  However, 

  

  Business Response

  Date: 10/19/2022

  October 19, 2022

  Re: ******* ******* 

  Complaint#: 18123757

  In response to the above referenced complaint of ******* *******;

   

  It was extremely difficult to decipher this response as it was poorly integrated into our own. The response was also so long, it was cut off-mid sentence at an unknown point of reply.

  From what we are able to gather, it seems as though Ms. ******* has just restated the original complaint in which you can refer back to our previous response for reply. As we have acknowledged previously, and on multiple occasions, these back-and-forth exchanges continue to be unproductive and are still obviously intended to harass.

  Any new maintenance requests stated in this new response has not been submitted properly to management. Please submit any new requests via email to the property manager or through the resident portal to be scheduled.

  It has been concluded that the apartment is in fact in a good condition and aside from normal maintenance repairs that may arise, further renovations or discounts continue to be unreasonable.

  The offer to move without penalty is simply a sensible option in attempt to satisfy Ms. ******* as it is apparent that any other reasonable actions have been futile.

  As we have clearly resolved this matter in a timely fashion before this complaint was filed and provided supporting documentation, it is requested that this complaint be closed and any further communication be conducted in a customary and reasonable manner.

   

  Customer Answer

  Date: 10/26/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18123757
  
  I am rejecting this response because: The fact that the rental manager of The Woods of Centerville continues to deny there's a problem does not make the complaint any less true.  I sent pictures again with my last response of the shoddy repairs that were supposed to make up for rusted and deteriorated bathtub and shower stall.  Painting over rust and peeling paint is not repair, it continues to peel because it is not waterproof.   The holes in the drywall are still there.  The painted over bathroom countertops are still not smooth because they have been painted over so many times.  The exposed concrete and piping still remain.  As of today, the toilet in the master bath is still not fixed.  It has been broken for over a month. Someone was supposed to come to fix the toilet today, between 12-4, and as of 3:38 I am still waiting to see if that will happen.  I still have a bathroom door that will not close all the way or lock.  Refrigerator shelf still broken.  These are just the most concerning items that are still left on a list of a poorly maintained rental unit.  ***** Evans has lied about me being informed there were two levels of apartments based on price.  I was not told until after I moved in and complained about the condition of the apartment that I would have to pay $200 more a month for a renovated unit.  It should be illegal to do business like this.  If the BBB cannot help resolve this, hopefully the housing authority will.            
  
  Regards,
  
  ******* *******