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:09/08/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On 8/30/25 my lease was finalized with this facility and I did a complete walk through with the facility assistant manager. At this time I was told that everything looked good. I was provided a 4 page instruction sheet of items that were required to be cleaned prior to check out. Since I am 88 and my wife is 74 years old we decided to hire a company to come in and clean the apartment for us per the provided instruction list that we had received from management. I provided a couple of pictures that were taken by the cleaning company but I have several. These were taken prior to having the carpets cleaned as well. The week of 8/18/25 I received an invoice from the manager with the charges that were applied to my deposit. I was charged $195.00 for additional cleaning for the apartment and $15.00 for parking permit. I called the complex to speak with the manager, ******* and was told that she was out but they would leave a message. My call was never returned. I called again to see if I could set up a time to come in and discuss the charges and I was once again told that she was not in. The next day I went into the complex office and I spoke with the staff and I was once again told that I could not speak with her and then I was also told that she was not going to change the charges that were applied no matter what I said. ******* then stated that she would send me an itemized email with pictures attached that she had taken of the apartment and what we were being charged for but this was never provided. Per Wyoming Law it states that the property has 30 days to refund the security deposit to the tenant and then after the 30 days if this has not been received the tenant can recoup twice the amount that is due to them. The refund check that I received was dated for September 9/3/25. I feel that I was never provided a reason as to what we were being charged for or why and she was not willing to discuss anything with us. I was her way or nothing

  Business Response

  Date: 09/08/2025

  Hi There, 

  I did speak with the resident the same day that he came into the office to speak with myself.  He wanted to schedule on that Friday to come in to speak with me with his daughter whom is not listed on the lease agreement regarding the cleaning charges of the apartment.  I let him know that I could speak with him at that exact moment however I couldn't schedule anything on Friday as our office was scheduled to be closed that day. I did speak with him that day, and did show him photos of the areas of the apartment that did need cleaned. We do have to charge for a parking permit that was not returned to us at the time of move out.  We do send an itemized statement of what the charges are and I did send the invoice for the cleaning charges.  They do charge a flat fee if they have to clean an apartment.  This resident did in fact receive a deposit refund and did raise his voice with me stating he wants all of it back.  We do have to follow standard charges for cleaning and damages upon move outs. All damages and cleaning charges we do have photos of . 

   

  Thank you. 

  Customer Answer

  Date: 09/08/2025

  Complaint: 23855272
  
  I am rejecting this response because: The photos were never showed to my or sent to me in an email as I was told they would do and I was never offered an appointment to meet with ******* to discuss the charges.  We never received an itemized statement except stating that there was a charge for $195.00 and what it was for.  We paid a professional $370.00 to clean the apartment to their specifications as indicated by the list that we were given and nothing was left untouched so for them to charge me $195.00 and not prove to me what they still needed to clean I find very frustrating and dishonest.  The manager has refused to even discuss this matter and like I stated also did not return the remaining amount of my deposit in a timely manner which is indicated as 30 days from the day the lease was finalized.  With that being said it is stated on the Wyoming Judicial Branch website that the management company or landlord has to return the security deposit that is due within 30 days and they are required to provide details as to why portions of the deposit were withheld and why if this does not happen the tenant is able to take them to small claims court if necessary to get their money back.  I honestly feel that ******* has not been truthful throughout this whole process and after a little investigation I am finding that this is a common theme with The Ridge at Blackmore and ******* and additional charges to tenants from reviews and posts.  As for the charge regarding the parking permit the second permit was returned to the office and given to the assistant manager after the final checkout so there should not be a charge for this at all.  I want proof in writing exactly what needed to be re-cleaned and pictures to that effect since she stated that she had these as well.  The pictures that I have were taken by the company that I hired to clean the apartment and are timed and dated.  I have asked for these and they have never been provided.  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/06/2023

  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.

  We move here because the building has an elevator. The elevator in the building has been broken four times this winter for a total of seven weeks! It currently has been down for one month. When local management is asked about progress, we are told that they are waiting for a decision from the owners.
  
  The stairwell is open to the elements. When it snows the stairwe!l has snow on it! Many people have moved here because of the elevator. This is a four story building, and presents a significant hardship for all.
  
  We need the elevator fixed!

  Business Response

  Date: 04/21/2023

  Hi There,
  
  I’m responding to the complaint on case # ********
  
  We have been working on repairs to the elevator in building ****.  At this time we are waiting for ** ******** ******* to be able to schedule the repairs. We appreciate all our residents patience as this is a larger repair and requires a lengthier process to complete.
  
  Thank you,
  
  Jessica N***** | Community Manager