Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/04/2025
Type: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.
This property management company is the WORST! I have lived at this rental for 5 years and from the beginning realized they were incompetent, I always had to call 3-5+ times before someone would come to the house to do a repair or maintenance. The last several months, since fall 2024 my property has been having an ever growing nice problem. I had been calling NOVA and was completely brushed off, being told that Alaska has mice and its cold so theyll come into my home. I told them I was not okay with that response and something needed to be done, but I was told nothing could be done and an exterminator would just put out traps. The mice problem continued to worsen and now it is so bad that I literally HAVE to move out due to fear of illness or my young children having an interaction with a mouse or finding a dead mouse and touching it. I have a 1 year old. The mice have eaten through every food item in my pantry that they can, hundreds of dollars of food wasted. I have caught over 10 mice and continue to see active signs of mice. One ran into my foot a week or two ago!!! I have found 2 dead mice lying in the middle of my floor, thankfully found by ME and not my young children!!! I told them I am not paying June rent due to lost of food cost as well as their HORRIBLE customer service and lack of action and not taking me seriously for MONTHS!!! Now that I told them Im moving out they are threatening to send me to collections since they finally sent an exterminator a couple weeks ago who put out two traps and some bait. I am FURIOUS!!!!
Business Response
Date: 06/04/2025
Thank you for voicing your concerns but the timeline and response you claim are not accurate. The first complaint we received from you was May 12th, we can send you a copy of your initial email you sent us back to you as a reminder if needed. We immediately sent Affordable Pest to address the situation for you. We received another complaint from you on May 21st that you are still seeing signs of mice, and again we immediately sent out another professional exterminator. We are sorry to hear that mice got into your residence, but Nova does care as shown by immediately send out professionals to address the situation. Please feel free to reach out to us and we will be more than happy to address any further concerns you may have.Customer Answer
Date: 06/04/2025
Complaint: 23418603
I am rejecting this response because: although the first time I emailed photo evidence was 5/12, I had called earlier this year and spoke with the front desk who told me Alaska has nice and there was nothing they could do, even an exterminator wouldnt do anything beyond set traps. I voiced my concerns with the access points and holes throughout the property, to which the front desk girl said sorry theres nothing that can be done. I felt defeated and didnt call back and start sending pictures until its become literally unlivable conditions for me and my children. I am fearful in my own home, constantly worried my young children will find a dead mouse and touch it or put in mouth (my 1 year old). There should be call notes kept by this company regarding my initial complaint and phone call earlier this year. They ONLY hired an exterminator after i threatened to move out and not pay rent. Then they FINALLY took me seriously. Its too late, I am EXTREMELY upset as a renter and a mother. This company is taking advantage of me even though theyve had horrible customer service and lack of action. ***** the owner was also aware of the mice after initial move told him in I believe April when he came to my property to change my door code, I told him there were MICE and that NOVA wasnt doing anything about it and he wasnt concerned either!!! Now they want to do something about it. I want OUT of this property! I had to rush and find a new home to rent out if the safety of me and my children.
Sincerely,
******* WestCustomer Answer
Date: 06/05/2025
I want to be let out of my lease and to get my deposit back. I have had to rush and find a new place to live because of the declining safety and increasing mice problem. I am not paying rent for this month because they took months to hire an exterminator, only after I sent photos and emailed them 5/12/25 did they send someone out. I had been calling since probably January or February at which point I was seeing mice almost daily throughout my home. The front desk was not helpful whatsoever during my initial complaints made by calling their office. Now I have to pay a security deposit and move as quickly as I can because of the infestation of mice. If they want to keep my deposit and use it for rent so be it! But I am not paying rent to a company who has only waited until a threat NOT to pay rent was made for them to hire an exterminator. I am moving out in just over a week and I am not paying for a month of rent to this business who has handled this situation so poorly. I have lived here for over 5 years, take great care of the property, have never paid rent late, even when they have taken so long to get other things done. It usually requires me calling a minimum of 3 times before someone finally contacts me regarding a repair or maintenance. They will s**** me over by making me pay rent and then find some reason to keep my security deposit as well. I dont trust this business.Business Response
Date: 06/05/2025
We are sorry you feel this way. We verifiably acted immediately upon receiving a concern from you. Please feel free to contact the property manager for your unit and she will be more than happy to discuss with you. Have a nice day.Customer Answer
Date: 06/05/2025
Complaint: 23418603
Youre sorry I feel this way? Ive already spoken to the property manager yesterday when I said I was moving out. Im not paying rent to this place when you have failed to take me seriously. Your receptionist should have been sharing my concerns from the initial phone calls I made. Instead it sounds like she wasnt telling anyone what was going on. Is that her job? To ignore client concerns? Regardless, the mice ate through a few hundred dollars worth of food in my pantry. Im not paying a full months rent when that has happened along with the poor customer service of the receptionist. You can contact me to negotiate something. I am not paying a full months rent to this company.
Sincerely,
******* WestBusiness Response
Date: 06/05/2025
As indicated the property manager has been and is more than happy to discuss this with you. I will make sure she contacts you. Have a nice day.
Initial Complaint
Date:10/28/2022
Type: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.
Today I was served a eviction for unpaid rent when I'm paid up even in advance. I was already "evicted" but was dropped. All of this is over a property manager that was hired when I was employed there and is a unreasonable and lack of a better word a c*** She has absolutely been harassing me since she started and even after I was forced to quit because of her. I'm absolutely done dealing with inspections and false claims of damage that's never occurred.Business Response
Date: 11/08/2022
This tenant was not served a notice for nonpayment. They were served a 30 day no cause eviction notice, as aloud by state law. Provided that they have a zero balance and the unit has been properly cleaned up, their security deposit is refundable.Customer Answer
Date: 11/10/2022
Complaint: 18326564
I am rejecting this response because:
This is ******** I got served notices for everything under the sun had to miss several days of work for inspections or whatever they felt like they could get away with. Then even after all that and passing inspections get told they want to go a different direction. This isn't a **** job interview this is where me and my family live. I'm literally the only tenant that does anything around here. Let's bring up how nothing has been done at this property including fire alarms and the lawn only getting done once the entire summer. Per lease agreement if this s*** company wants to pull "legal" ******** I want a refund and compensation for missed work and unnecessary stress and strain on my family.
Sincerely,
*************************Initial Complaint
Date:09/09/2022
Type: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.
We have had ceiling damage which they only repaired using the minimal amount of effort the same damage is occurring again, multiple leaks in the same spot cockroaches brought in from other tenants they sprayed our apartment but it didn't help and mold growing in the building hallway all of these issues have been brought to there attention but they continue to dismiss the growing problems and health concerns in the this buildingBusiness Response
Date: 09/12/2022
As you acknowledged, every time we have received a maintenance request, we have responded right away. We have not received any new recent request. Please just simply call our office to report any new items that *** need attention and we will be more than happy to get it addressed. Thank you.
Customer Answer
Date: 09/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.