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:04/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently moved to a new apartment here at Montelano on 03/16/2025. I pay 1$140 base rent and roughly $1260 after everything like water and fees. After moving in, I ran the dishwasher and it would not drain properly. I requested maintenance to look at it. Maintenance came and evaluated the dishwasher repair request, but they indicated it could not be repaired, and a replacement was needed. They advised me that they would let the office manager know so they can work to get the replacement taken care of. I have heard nothing from them regarding this issue. Additionally, I have two other appliance issues. My hot water is not working on my wash machine and the burners on my stove burn extremely red hot, which is not normal or safe. I have requested my apartments to look at this. It has been over 2 weeks since I filed for these issues, and no-one has even contacted me or come to address the issues. I am now going on a month and half of being here, and I am extremely frustrated as I still do not having fully working appliances that should have been tested for working condition prior to handing the apartment over to me. This is affecting my quality of life. It is also financially unfair as I am paying rent for WORKING appliances, and I am not getting that. I am seeking for them to address the maintenance issues immediately as well as a concession on my rent as I have paid for an apartment that is not in good working condition. I have been as patient and respectful and understanding as one could be in this situation, but despite multiple attempts I cannot seem to get them to address the issue or even provide communication on what is happening. If they are addressing it, I have no idea. They are apparently behind in maintenance requests, but this should not affect the tenant. Please assist me in resolving these matters with my apartment landlord.

• Initial Complaint

  Date:09/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wish to file a complaint against the management of the Montelano apartments located at ******************************* Phx, **. The complaint is because of management lack of addressing maintenance requests. I submitted a request regarding the air conditioner on 5/30/24. The unit was leaking at a consistent pace(used bucket to catch the water). However, the leak was so bad that the bucket was filled with water within the hour. A technician came out on 6/2/24 and said he cleaned the drain, however the unit was still leaking. I made another request, however the office said the matter was closed. In the meantime, the unit continued to leak and soaked the carpet. I made calls to the office to no avail. I visited the office in person and they did not assist me and called law enforcement on me (YES, they did). On August 21, 2024, they came to replace the air conditioner and it was fine for a week and it started leaking into my bathroom vanity and splashing water over the walls(not sanitary), and black streaks appeared on the wall( yes, black mold) I submitted another request about the leak and office has not reached out to me. I called them for a status report on 09/25/24 and I was told they will call me the next day, however, they didnt do that. I called and left messages and sent an email, no response from them.Additionally, I made several other request concerning non-working electrical outlets; light switches, doors being re-hung, inoperable ceiling fan, etc. There has been no effort to address these requests. I also requested a carpet cleaning/or replacement from the water damage to no avail. Most lease agreements, states that ten days is the standard period for them to address maintenance request, however this Management has not complied.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  All maintenance requests are not fulfilled in a timely manner. More importantly, I reported my AC unit broken on 9/1. I did it through the portal, I called it in to emergency multiple times and was pretty much told that I was out of luck because they had no ac units or anyone to come look at it. No accommodations were provided. I called the manager a few times and they said they were going to send someone to fix it. They left me a note saying it was supposedly fixed but my ac is still not cooling. Im going on 5 days with no AC in the middle of an excessive heat warning.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 thie apartment in March of 2024. Upon moving in I discovered several issues. The place is infested with cockroaches, several of my outlets weren't working, and my ** wasn't working. When I notified them about the ** it took them 2 weeks maybe longer to get it fixed. While it was being fixed I was notified that they had found mold in the ceiling. I notified the office and did several follow **** but they never fixed the problem. My children and I were in and out of the emergency room with high fevers and respiratory issues that I'm sure was caused by the mold since it all went away upon move out. We also had an issue with the water being too hot and my kids burned their hands when they turned on the COLD water. I filled a complaint with the office and they discovered a hot water slab leak. When they fixed the leak they left my walls open with exposed pipes and they left my floors torn up. Then they had the audacity to send me a 10 day notice to Vacate because my porch wasn't as clean as they wanted it to be. I moved out and relinquished my keys to them on time. They are not trying to collect over $1900 for damages they caused and for breaking my lease when they gave me notice to Vacate! And they kept my $1800 deposit. The living conditions were unacceptable and this is unacceptable. All I want is to walk away owing nothing, keep the deposit I don't care.

• Initial Complaint

  Date:01/30/2024

  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 have lived here at Montelano what seems to be way to long. The management is non existent, so many things are wrong here and they just don't care. around 8/21/22 my fridge starting not working properly, shortly after that they put in a new fridge. That was nice but i lost over $150 worth of food for which i was reimbursed $75.they put the fridge in but the door is on backwards. They have yet to fix that! Over a year i have had to put up with this, I have paid rent on time every single month but that matters not to them I also need lights in my kitchen replaced and that is about 2 weeks waiting I also need the air filter changed... about 2 weeks and still waiting. this place just does not care, If there is a problem in the summer there is never enough maintenance people here to get any thing but the ** units fixed (it has been that way since I moved in over 5 years ago).it would be fair to give me a free months rent for all the years of grief I have been through living here and especially recently.

  Business Response

  Date: 02/07/2024

  Hello, 

  This past Tuesday, January 30th, our Maintenance Team had swapped out the air filter with a new one, the fairly new refrigerator's doors were swapped to the opposite side for better access to the resident, and a new kitchen light was ordered because the previous one is failing.  That new light kit is in stock, but we are only permitted into the home on Tuesdays and as of now, the resident stated that she would let us know when we can get in to finish the last item of her work order concerns.   We are on standby for permission to enter and will get that installed at our resident's convenience. 

   

  Thank you. 

   

   

• Initial Complaint

  Date:08/01/2023

  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.

  My AC went out while my dog was in my appartment an it I blowing **** warm air. I reported it August 30th on Sunday. I have called the office multiple times an have got sent to voicemail even with the emergency maintenance number. I put a request in through their portal on Sunday marking it as an emergency. My AC is still not fixed as of August 1st an I have had to pay 2 nights un a hotel already as the ac is set to 85 degrees an as it gets hotter it goes but but the Ac won't kick on to cool the apartment down. I would like this fixed today if possible an to be refunded the full amount for having to rent a hotel room for the two nights an any following nights I have to stay here due to this occurrence.

  Business Response

  Date: 08/01/2023

  The HVAC concern, as well as, the two non-emergency work orders, were all addressed today and repaired according to **************.  Resident was not home to witness. If the work orders were not resolved to the resident's satisfaction, we can certainly go back with a new work order entered.  We provide accommodations for residents that have A/C units that temporarily go out.   We can provide multitude of things like same day service, portables, authorize an overnight hotel stay etc.  Management was never consulted about a two- night hotel stay, nor given an opportunity to accommodate the resident with another option. 

   

  Customer Answer

  Date: 08/02/2023

  I did try getting in touch on Sunday when my hvac system was out. I have a dog an I am certainly not going to wait till Tuesday which is when I got a response to wait for the apartment to come up with a resolution. It's HOT. Your crazy if you think I'm going to sit in the hot apartment with my dog who has the potential to OVERHEAT. There should be no reason as to why I wouldn't get a reimbursement. 

  Business Response

  Date: 08/03/2023

  We do understand how you feel and we never would expect any resident to stay in a warm apartment with no accommodations.  We have no record of being contacted on the emergency line that the A/C was not working. Note. we have Emergency Maint. available for A/C issues after hours M-Sat. and all day on Sunday, being that the office is closed.  As mentioned, we have protocols in place to accommodate residents in these situations like portable ***********, offering vacant units that have A/C, and even offering a per diem on a hotel stay (If the first two options aren't available).  Management was not given an opportunity to try and accommodate you before you decided to go to a hotel. Per the previous response, when you did email Management about the A/C not working, we had a technician respond, same day, and it was repaired, along with your other service requests. We don't feel compensation for a two night stay is justified. 

• Initial Complaint

  Date:07/23/2023

  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 have contacted maintenance and I have put in work order for AC not working over a week now , and NO ONE has attended to, or resolved this ongoing issue. The temperature in the house is ***** degrees every single day and in result to this my bill is sky rocket high. I also have a pet and these are uncomfortable and inefficient conditions to live in. I would expect that someone would have came by now to do something about it, but it always seems as if my issues are not important enough especially when it comes to AC and it is 117 degrees outside.

  Business Response

  Date: 07/26/2023

  Hello, 

  My Maintenance Supervisor had responded to the service call for the **** system this past Monday, July 24th, for *********************  He ended up cleaning the outdoor coils on the condenser and then spoke with the resident inside the home to measure the split coming out of the vents and also give some pointers on expectations of the **** system during extreme outdoor temps.  The home was cooling to the resident's satisfaction while my Maintenance Supervisor was in the home and it appeared that the adjustments he made to the system helped a few degrees. The work order is currently closed out in our system.  We encourage all residents to submit a work order for their **** system anytime it's not cooling to their satisfaction. 

  Customer Answer

  Date: 07/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:04/01/2023

  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.

  On 02/18/23 I submitted a work order because our dryer was not working. I attempted to call and email the apartments but was told that they would be "going in order" of who requested maintenance first. On 02/27/23 I submitted another work order because there is a leak in both bathrooms that has caused extensive damage. Today when I went online to check the status, they were both marked as "complete". Absolutely nobody has come to fix this stuff, let alone contact us. This will be the second complaint I have filed with you guys because this place refuses to actually fix things. Just today, 04/01/23, my washing machine that they had just "fixed" broke again. I am requesting that they come to my apartment immediately and fix every single repair that they claim they have already completed.

  Business Response

  Date: 04/08/2023

  Greetings, 

  On 4/7/23, (2) of my maintenance technicians had resolved the concerns of our resident in unit# ****.  The dryer was repaired and the washing machine was not fixable, so we replaced it. Often times, work orders are entered multiple times for the same concerns. It is common practice for Management to consolidate work orders onto one, to keep things as streamlined as possible for our maintenance technicians. This keeps work order volume down and also keep things running more efficiently because they have all the concerns on one ticket when they enter a home for service. 

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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.

  My dishwasher and washing machine are broken. *** put in several work orders, sent emails and made calls and they are refusing to even call me back to attempt to fix anything. They are marking my work orders as complete which is a lie. My AC unit is also pouring water out when turned on. I need help because this place is corrupt and I am now paying extra to take stuff to a laundromat when I shouldnt have to.

  Business Response

  Date: 01/24/2023

  Hello,

  The work order for unit# **** has been addressed by our Maintenance Team.   The dishwasher was swapped out and tested.  The washing machine had what appeared to be a comforter shredded inside the cover of it; thus, not working right. We removed all the stuffing and unclogged drain hose and working normally now.  The mildew that was reported in the bathroom was mildew on the shower tile due to lack of cleaning.  Our team had used bleach to remove and is not gone.  Further, there were kitchen bulbs that were replaced for the resident.   The dripping from the A/C is due to a bad air handler drip pan. This is slated for replacement by March/April when it starts to warm up and air conditioning is consistently being used again.   We have closed out the work order in our system.

  Customer Answer

  Date: 01/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/13/2022

  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 have been staying in the Montelano Apartments since August 5th & on the day that we moved in we were given a walk-through sheet to name the things in the apartment that need to be improved upon move-in and along with many other request I did submit the fact that my tub is stopped up when water runs and also the fact that my bathroom sink was leaking whenever water runs as well. Today is September 13 and after two submitted work orders, online and one work order submitted in writing I am still unable to shower in my personal shower. Today there was a gentleman from maintenance that came to fix the sink and he said that he would be back to fix my tub as well and still has not come back and the office was almost closed and so when I went into the office to see what was going on with my order for maintenance. they basically told me that hes not coming back for the day and that I do have to wait another week or so for my tub to be fixed. Not only did the maintenance guy lie to me and say that he was coming back TODAY but the office also told me that my tub will be fixed by today as well when I submitted the last work order so now Im just getting a little impatient because I am unable to complete my daily duties (shower without dirty water filling up my tub) with comfort and it seems like the people in the office are being very condescending about this problem as if its not a huge issue for me. This is disturbing

  Business Response

  Date: 09/16/2022

  Hello, 

  The Montelano Team had addressed both issues in the resident's guest bathroom over the past couple days and they were completed.  Both scopes of work were tested, after completion, to double check that the repairs made were long term solutions.