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:30/04/2025

  Type:Order 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.

  ******************* trespassed without giving a 24 hour notice. Cleaners on site threw out some of our items.

  

  Business Response

  Date: 01/05/2025

  Dear *****,

  
  Regarding your recent concerns, we would like to clarify that there was no need to provide a 24-hour notice, as ******* had already confirmed via text message that he would be ending his tenancy on the 27th.

  
  Additionally, we take any allegations of misconduct very seriously. Our property is equipped with comprehensive surveillance, and the camera footage clearly shows that the cleaners did not dispose of any belongings improperly. Accusing our staff of theft without evidence is a serious matter and could result in legal consequences, including potential defamation claims. Should you pursue this allegation further, we will have no choice but to take appropriate legal action, supported by the recorded footage.

  
  We trust this clarifies the situation. Please let us know if you require any further information.

  
  

• Initial Complaint

  Date:01/04/2025

  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 am filing a formal complaint against [***************************] for their ongoing neglect of a serious maintenance issue in my unit, as well as the unprofessional and unacceptable treatment I received from their representative, ****** *******.ONGOING MAINTENANCE NEGLECT:I first reported a ceiling leak in my bathroom on January 22, 2025. Despite multiple follow-ups, the issue has remained unresolved and has only worsened over time due to the property management company's complete failure to take timely action.UNPROFESSIONAL CONDUCT:He was rude, condescending, and dismissive, to the point where I had to hang up the phone. He claimed he was working on the issue, but when I asked for any proof or documented updates, he challenged me instead of answering.He repeatedly told me I didnt understand the issue and that my frustration was unprompted, despite months of neglect and zero clear communication.The only updates I had ever received were vague promises like "we will stop by on the weekend" or unannounced visits that provided no real resolution.When I mentioned that my unit was misrepresented upon move-in (advertised as having a standing tub and double sinks, which it does not), he rudely dismissed my concern, saying it "wasn't his problem.nother example of poor service can be found on ticket # ********; where our unit did not have heat or hot water in the middle of December (noted in case that our house was 16 degrees in the middle of December) the ticket was closed with no response while we didn't have heat or hot water. From there I called the property management company & was told "not our problem & to call the hot water tank company". This situation is completely unacceptable. As a paying tenant, I have the right to a safe and habitable living environment, timely repairs, and respectful communication. None of these standards have been met.

  

  Business Response

  Date: 01/04/2025

  Hi ****,

  
  As discussed today's on the phone call, we called the roofing company who got the warranty and they will be coming to see it this week then start fixing it.
  
  When we have further updates, we will let you know.
  
  If you have any more questions or concerns, please let me know. 
  

  
  

  Customer Answer

  Date: 02/04/2025

  Complaint: 23146011
  
  I am rejecting this response because: as noted previously " later this week" has been happening since January, please share dates and times so i can plan accordingly. 

  This furthers my point on clear communication & does not address the main reason for my complaint; treatment of tenant & unprofessionalism. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/04/2025

  Hi ****,

  There is no need to lie about the situation, we responded to you on buildium on January 22nd and someone came on the following weekend to check it out. Again, it is not an emergency and it is being handled by the owners too.

  Customer Answer

  Date: 07/04/2025

  Complaint: 23146011
  
  Hi, 

  I feel as though its important to directly address this response, which is both inaccurate and unprofessional. 

  To clarify: 

  Yes a response to my initial ticket opened on January 22nd was responded too, I received a "notice of entry" (which i have attached below) on February 3rd, 2025 stating there would be entry on February 4th 2025 between 8am and 6pm. No one showed on this day, although someone did show on Saturday February 5th around 11am to work on the roof externally. No further communication was made, or a plan to correct the interior damage initially shared. 

  As there were no updates, i escalated the case again on March 7th, where I followed up multiple times. I received no response from you from March 7th until March 28th. In the interim of this the building owner did show up on a Saturday morning unannounced with with no formal notice of entry to look at the leak. When i seemed surprised he was there (because I was given no notice) he said " ****** was to let you know", which i was not made aware of. 

  As the ceiling leak worsened and spread to other areas of the apartment, i became more concerned. Water was leaking all over my floor, from the windows and now leaks were forming in the kitchen. In fact 2 of our Kitchen outlets have stopped working due to the water damage. When the roofers finally came with you accompanying them, i asked about the outlets and they were very shocked and advised I "do not touch them" as its a safety hazard. 

  To call my complain a "lie" is completely inappropriate and underscores the exact concern i raised - lack of professionalism, poor communication and unwillingness to take accountability. I am more than happy to provide copies of my communication logs and photo evidence to support my timeline. 

  So while this may not have been an emergency to you (because your ceiling didn't look like it was about to break through), it remains an emergency to me. Why? This water has leaked all over the bathroom, broken the ceiling, comes from the windows and is only getting worse. I am fearful that this will damage my items and poses a health risk to the household with possible mold. 

  If you would like to continue claiming this is not your issue, i would like a list of conditions that detail your responsibility as property manager and of mine as tenant. Additionally I would like to know what your company considers an emergency. 

  Last thing, I do not appreciate you calling another member of the household to tell her I was "lying" and offer her a concession (One Time $150 rent credit) for me to take my post down, i believe this goes against the terms of the BBB.

  Sincerely,
  
  **** *****

  Customer Answer

  Date: 16/04/2025

  yes I am ok to move forward with my complaint and involve a 3rd party mediator.
  

  Customer Answer

  Date: 19/04/2025

  Hello - the business has reached out to me directly and offered me a one time credit concession to remove my complaint, i feel as though this should be added to the file as it continues to show the companies negligence in acknowledging the core reason for my complaint. 

  

  Business Response

  Date: 22/04/2025

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID ********, and I would like to move forward with mediation.

  Thank you.

  Customer Answer

  Date: 17/06/2025

  6/17/2025 PE:  Email to consumer with introduction and inquiry as to her desired outcome.  Provided contact information.

  6/18/2025 PE:  Follow up phone call to consumer.  Left vm and phone number; requested call back.  Consumer called back; requested that she send copy of lease and determine what a 2 bedroom one bath costs per month to get to an amount for compensation.  The bathroom has been leaking so far for 6 months; amount requested would be reduced off the rent until the repairs are made.

  6/25/2025 PE:  Phone call into the consumer to determine progress on gathering supporting documentation.

  8/7/2025 PE:  phone call and message left for consumer to call back.  Sent email asking if an offer was made by the company and was refused.  Asked her to confirm either by phone or email that the work to prevent leaking had been completed to her satisfaction and no other leaking had occurred.  Stated that if we did not hear back from her, the case would be closed.

  8/7/2025 PE:  Email from the consumer:  Thank you for following up & for taking initiative to discuss with the property management company. The property management company had offered us aone time $100 rent credit; in exchange for taking down the BBB complaint. I did not accept this, correct - as a) I believe it's inappropriate to offer money to remove a complaint and b) $100 does not cover the impact of the issue. The holes / leaking have been fixed (there is no more water leaking) although the patch work is embarrassing. Most recently one of the employees called me on a friday confirming that they could come by for a tour - they did not send us notice and i was working from home. Due to lack of notice & the fact that I was working from home I had to decline. The following day my roommate's car was towed from the back lot. While we are only paying for one spot, we had asked upon moving in to be on a waitlist for a second spot. In the winter time I had asked the Owner about this & in a verbal conversation he said a spot was available & that we could use it - so we did. A few months passed & we were asked to move one of the cars as there was work being done & that the spot was needed, so we did. Last week, we received an email in the morning telling us a car had been towed, this ended up being my roommate's car. She had called the owner and he told her that this spot was not available for us to use, that he didn't tell us we could use it, that several notices had been sent about not using the spot & this was a last resort. This was NOT the case & if they simply asked us to move our car, we would be happy too. This occurrence ended up costing us $500 to pay the towing company, and an extra $200 to repair the car's windshield after the towing company had caused cracks. This is just another example of terrible communication & ************ we are moving out for September 1st, I am unsure of what the appropriate next step is. I do not want to deal with them, I do not want to take down my complaint - I would like it to be public, although I do not see them giving us any kind of compensation. Based on my interactions (or lack of interactions) with them, I am just unsure of how to move forward with this - it takes more time for me to fight them on this then to just let it go. Let me know what you think!

  
  
  

   

  

  Business Response

  Date: 07/08/2025

  8/7/2025 PE:  Spoke with *******, the operations manager. ****** called and said that $150 was offered to the consumer; she refused.  He also stated that everything has been repaired:  roof, bathroom and all internal damages.  Also, the consumer has renter's insurance and could make a claim with her insurance.