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:11/03/2024

  Type:Product 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.

  Valley Income Properties has not returned our security deposit after we moved out. We moved out of our rental house on August 30th and it had just been taken over by Valley Income Properties. After a month I reached out to the previous company, and they let me know they would look into it. After another month without a returned security deposit, I reached out again to the previous management company to figure out what the issue was. They gave me contact information for **** ********** as the new manager. I called, and left a message with **** on October 23rd. After several more attempts to reach out, **** returned my call on October 29th letting us know that it was the responsibility of the previous company to return our security deposit because her records stated we moved out on the 22nd, before the takeover. I confirmed with her that we moved out on the 30th, after they had taken over. I reached back out to our previous management company, and included **** in the email asking for them to clarify the misunderstanding. The previous company confirmed that they did hand over our account with all of our funds to the new rental company, Valley Income Properties. **** did not respond to that email, but emailed us separately to tell us that we actually owed them money because we did not follow the guidelines of proper termination. However, we are military who received orders, and we followed the guidelines outlined in section 8 of the lease. She then again attempted to let us know that they would not be the ones handling our refund because we moved out on the 22, after numerous attempts to remind her and prove confirmation that we moved out on August 30th. We were left on November first with her emailing that she would work with the previous company and get back to us that day, but have yet to hear back. We are frustrated that we are now moving into month three with no resolution and a company that is doing everything in their power to keep our security deposit.

  

  Business Response

  Date: 11/08/2024

  Hello *****,

  We do apologize that this happened. As you now know there was some confusion as you were moved out on 8/22/2024 and we took over on 9/1/2024. 

  I do appreciate you taking my call and allowing VIP to issue your refund as of 11/7/2024.

  Please let me know if we can do anything else for you!!

  ****

• Initial Complaint

  Date:07/22/2024

  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 have lived at *** * ****** ** *** ** Tempe AZ since August 2023. On 6/11/24 I got an email from Valley Income Properties asking me to renew my lease. I responded back giving them my 60 days notice to vacate the premise. I told ********* ****** I would be out by July 31st. I received a response back stating because my 60 day notice was not a full 60 day notice before the end of the lease, I would be responsible to pay for the whole month of August. I have attached the lease below where that is never clearly stated. I believe it criminal that I am to be charged the whole month of August when I should only be financially responsible until August 9th, 2024 as that was the day my 60 days notice would fall on. I have attempted emailing the property manager, ********* ******, and the regional manager, **** ********** about prorating the rent and/or working out a payment plan but they have not responded to my calls or emails. Right now it shows on my account the I owe the full month of rent for August. My hope in filing this complaint is that I will get some sort of response from Valley Income Properties and they will prorate my rent for the month of August 2024 from August 1st-9th.

  

  Business Response

  Date: 07/23/2024

  ******* emailed me last night about 9:30pm and I responded immediately but did a 'schedule send' for 8 am this morning:
  

  
  Copied from Briannna's lease:
  
    33-1314(E). Rent is due and payable in advance, on the 1st day of each calendar month for which rental is due, and must be received no later than 4:00 p.m. local time, by the Landlord at their address, as listed above. Landlord may designate another place for payment but such designation must be in writing. Any rent received after the due date and time will be considered delinquent and will be subject to charges hereinafter defined. Delinquent rent must be paid by money order or certified funds, in full, including all charges detailed below, plus all charges allowed by law. Any rent or charges not paid (Balance) become due and payable, as rent, on the subsequent periodic rental due date. In the event this Rental Agreement commences on a date other than the day the Rental is due, the Rental for the partial month shall be calculated upon a prorated rate of the monthly rental multiplied by the number of days until the next Rental due date and shall be payable at the execution of this Rental Agreement. Landlord may, at any time, require future rental and/or other sums due Landlord be paid by money order or certified funds. Tenant assumes the risk of loss for any payment not hand-delivered to the Landlord.
  
  The 'periodic rent' is also used in the landlord tenant act and it basically means the lease goes from the first of the month to the end of the month. We have consistently upheld this as a company. See the definition below that I found online.
  
  A periodic tenancy agreement runs from month to month or even week to week. It is ‘periodic’ depending on when the rent is paid. If paid monthly, for instance, then it’s a monthly periodic agreement. The same principles apply to tenancies paid weekly. In other words, it is a rolling contract that either party can terminate quickly.
  
  Tell us why here...

  Customer Answer

  Date: 07/23/2024

  My main complaint is with communication with my property manager, ********* ******. She has yet to respond to three different emails spanning over a 6 week period where I asked her about either prorating rent or talking about a payment plan as I cannot afford to pay two months rent during August.
  To quote the same section **** did: “In the event this Rental Agreement commences on a date other than the day the Rental is due, the Rental for the partial month shall be calculated upon a prorated rate”. To me, this shows that VIP is capable of prorating rent and they don’t only allow tenants to move in on the 1st of each month.  Hence, it doesn’t make any reasonable sense to me that they would require me to pay the full month of August when they could get a tenant in well before that time. To the average, educated person (I have a bachelors degree in nursing) who does not read legal documents, I would have never assumed reading this that I would be responsible for a full months worth of extra rent if I did not give my 60 day notice exactly on June 2nd, 2023. At this point, I am requesting a one time exception. While I do believe Valley Income Properties to be unethical, it may not be illegal. Valley Income Properties, I believe, intentionally asks you to renew your lease 51 or so days before your lease is up, so that people are not reminded to give their 60 day notice and then they are roped into paying a full extra months rent. To be so stringent about 9 extra days to where they refuse to even let me prorate those 9 extra days speaks to the lack of humanity on this team, especially to someone who has always paid rent up to 2 weeks early and has never had any complaints. They are still getting a 60 day notice either way; they still have the same amount of time to get a new tenant. The verbiage in this lease is intentionally ambiguous.
  

  

  Business Response

  Date: 07/27/2024

  Hi *******,

  Thank you for your response and the clarification regarding when you received the renewal offer. Taking our failure to provide you with a 60 day notice into account I do agree that we should allow your 60-day notice to stand as ample legal notice. I will prorate your last month today and I again I appreciate the information regarding the renewal offer as this is relevant to VIP holding you to the lease agreement as we also need to uphold our end of this agreement.

  Thank you,

  ****

  Customer Answer

  Date: 07/29/2024

  
  
  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:06/28/2024

  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.

  This is my second complaint through the BBB for Valley Income Properties. I moved into this apartment complex in July 2021 into unit 21 and filed a complaint through the BBB (complaint #********) in July 2022 due to the unit flooding and ruining all my belongings. Management took so long to fix the issue, that the unit flooded 11 more times before the job was finally completed. The issue was resolved by them moving me into a unit upstairs (unit 14) and not raising the rent price. The unit was a downgrade with older appliances but they assured me with this unit being upstairs, it would not flood like the last unit. Since moving into this new unit I have had multiple minor issues with drains in the kitchen and the bathroom, but nothing bad until March 2024 when my bathroom tub would not drain at all and would fill the tub when neighbors used their water. Attached is a list of all the maintenance requests for this issue alone and the property managers will just cancel the request or mark it as complete regardless of my updates saying otherwise. The other images attached are the same images I submitted with the requests. It wasn't until April ************************************************** my bathroom wall and replace the drain pipe, however, they said maintenance on-site would fix the hole in the wall, so they stapled a trash bag over the hole and called it a day, and it is still there today. I have since submitted multiple requests through the online portal and contacted the maintenance hotline, all to have them say to use the online portal, then the request gets canceled or marked as complete. The new drain pipes work better but the bathroom now smells of sewage from the open hole and small bugs have been seen crawling out of the hole. My lease is up for this unit next month and I would not like to renew my lease. I am so fed up with this management, that I just want them to fix the hole for the next resident and offer me a refund with a written apology.

  

  Business Response

  Date: 07/01/2024

  Hello *****

  First I would like to apologize for the delay in getting your maintenance needs handled in a timely and professional manner. I have taken a look at the timeline and the wall should have been taken care of months ago.  Your manager and I met to discuss this and she will be contacting you immediately so we can resolve this matter.

  Customer Answer

  Date: 07/04/2024

  Management still has yet to reach out and try and set a time for maintenance to show up and finish the job. I have not heard from management in months now. I understand it's a holiday week but it wasn't four months ago. I am still expect a refund or some financial compensation and a hand written apology for all the trouble they have put me through living in their units. 

• Initial Complaint

  Date:03/27/2024

  Type:Product 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.

  Friday 3/22/24 I was advised by the representative on the phone to pay the app fee for a specific property, which I did and submitted documentation accordingly. I received a text informing me that my app was approved and to confirm the property, again I complied. I contacted the office and spoke to ****** who then advised the text was incorrect the property was rented 2 weeks ago. On 3/26 a different and more expensive property was suggested; however, I opted for a different property and scheduled the appt. to view 3/27. I responded to several text messages confirm on the evening of 3/26 and 1 the morning of 3/27, after which I received another text saying that there were no 2BR available. Yet again I contact the office this time speaking to ****. I asked for who is in charge because I am frustrated at the fact that I am being led to apply and view properties that it seems I was never considered for tenancy, ultimately ***************** up on me and texted referring me to yet a different property, this time offering a viewing appt. a week out. This complaint is requesting a refund due to my not receiving the consideration promised not to mention the properties that I applied for are still showing vacant of their website as of today.

  

  Business Response

  Date: 04/04/2024

  A full refund was given to you on 3/28.  Please confirm you received it.

• Initial Complaint

  Date:11/21/2023

  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.

  I was leased a unit under false pretenses that it was a unit I had been shown. I was originally scheduled and confirmed to view the unit I ended up viewing, but the leasing agent switched the unit number and continued referring to it as the unit I viewed. Upon receiving my keys, I reached out to my leasing agent and then to her area manager in an effort to resolve the problem and amend the lease for the original unit or a unit in a similar location, to which I was told that it was not possible. They confirmed on the phone that they did not do amended leases. I explained that I was misled and would like to be released from my lease, to which I was told that I needed to "be an adult" and that it was my responsibility to "check these things". I have email and text threads showing the initial unit that was shown, then claiming that the unit leased to us was that unit.

  

  Business Response

  Date: 04/25/2024

  Hello ******

  I am seeing this complaint for the first time and apologize for the delay.  At this time I would like to know if everything is satisfactory with your apartment and services.  

• Initial Complaint

  Date:11/12/2023

  Type:Product 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 rented with Valley Income Properties in 2022. I was going through a domestic violence situation in December 2022. My lease was going to end on 12/31/2022. I filed a restraining order on December 1st and had been asking to break my lease due to the domestic violence. Prior to this, I had asked VIP to put locks on the gates so that my ex boyfriend and other unwanted people could not access the backyard general area. They didn't respond and they didn't put any locks up even after I gave them reasons to do so. I had been contacting VIP via text, email, phone calls and no one ever responded to me in regards to the DV. I have never been through a DV situation so I wasn't sure what all I had to do. I sent them an email with the incident # for my restraining order and sent ***************************** countless incident report #'s to prove that I was in fact dealing with DV and she never responded. No one responded. When I sent the email with my restraining order incident #, I had also said, if they needed a copy of the restraining order then to let me know. No one ever responded. They have charged me $5,000 and are expecting me to pay that even though I left, gave notice and sent emails/texts saying I wanted out of my lease. I gave up possession of my apartment. I was supposed to meet with ***, one of the property managers for VIP to give him my keys. He never showed, never responded to my texts asking him where he was, didn't answer my phone call. I had sent a text stating I left the keys in the apartment and one outside in a flower pot. They told me I should have been the one to go to the office if no one was responding. They never filed for *************** neglected me as a tenant. I have proof of all texts and emails in regards to this. I have no criminal record and am being treated like a criminal.

  

  Business Response

  Date: 11/20/2023

  Hello ****,

  It was a pleasure speaking with you in the office the other day. As you may recall we reviewed your charges together and you were charged for not paying rent in December 2022 and January 2023. I do see in text messages that ******** supplied you with 'Steps to take' regarding domestic violence situations (even though you had this information on what to do you never submitted the required restraining order, therefore, this law was not applicable to this situation) on January 17th, 2023 and a text message from you on January 21st 2023 stating that we have possession of the unit back and keys were left in the unit. You were then charged a 'no notice' fee of 30 days rent and damages as the apartment was trashed.

  I explained that the entire situation was unfortunate as the individual you brought on property was continually damaging the property and bringing vagrants to the property. You explained that 'yes' he was a homeless drug addict so you could not help what he was doing. Please keep in mind per the landlord tenant act: Article 3 - 33-1341 "7. Conduct himself and require other persons on the premises with his consent to conduct themselves in a manner that will not disturb his neighbors' peaceful enjoyment of the premises".  This caused the owner a considerable amount of money that was not charged back to you. When you 'left' the keys on the counter your boyfriend still had access to the unit and continued to damage the property and unit because you allowed him to stay even though he was not on the lease.

  I hope this clears things up and you have a clear understanding of what the charges are for.

  Thank you,

  ****

• Initial Complaint

  Date:07/28/2023

  Type:Product 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 elderly wife and I have lived at this apartment complex in ****** for almost 7 years. Our currentmanagementcompany, the 3rd management company in 3 years, is Income Valley Properties. In June of this year 2023 my wife and I transferred to another smaller unit in the complex. Not long after the transfer, we received a call from management informing us that they were returning our entire security deposit from our original apartment lease. ***y were going to return our original $200 security deposit via a check through the mail. We asked them to please not issue the check, but instead to simply transfer the $200 deposit to our new apartment. ***y refused and sent one check made out to both me AND my wife. Since our primary income is social security, we bank online. We do not have any accounts at brick and mortar banks. And we dont even have a joint account. Trying to cash this check has caused us hardship and disappointment.We reluctantly received the out-of-town return security deposit check via snail mail in approximately mid-June: *** check was made out to both of us. First we tried to cash it at ******** We have up to date, valid, state IDs, so that was not an issue. *** problem was that the check cashing system ******* uses would not even read the check, as explained by the customer service representative.. So we tried another well known local check cashing service called PLS. We called them and explained the problem at ******* and they told us, that if the check had been rejected elsewhere they would not cash it.As a last resort, we tried to cash it online via PayPal's online check cashing system. This method required an endorsement of the check. I have an online bank account with them. But my wife does not. This method also failed. ***re are no more check cashing options left. We have spoken to no less than 3 different Income Valley employees from the onsite manager to the regional manager to no avail. No one will help us yet we need to get our money back.Bottom line is that we are stuck with a check that we cannot cash anywhere. Pleading with Income Valley Properties to please handle the matter has gone nowhere! We are being ignored. *** fact is that we are living on a fixed income and NEED OUR money back. We cannot afford to lose OUR deposit to Valley Income Properties. Why are they refusing to help us? We are still tenantsin their complex. We offered to send the check back to them so they could void it and simply credit our account. This is our preferred solution all along. This situation has become stressful to our health. We need this ongoing conundrum to be resolved in a professional and timely manner. Please!

  

  Business Response

  Date: 07/28/2023

  Hello **** & ********,

  I do apologize that you are having issues resolving this issue. I have credited your account $200. Please shred or return the check if you still have it with you. Let me know if you have any questions or need further assistance.

  Kind regards,

  *****************************

• Initial Complaint

  Date:07/22/2023

  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 moved into a Tempe unit in January 2023. Since then Ive had a ***** infestation due to no fault of my own. I dont leave food out, I keep it completely clean, h*** im barely even here because I dont feel safe in the space. Gas leaks and holes in the wall from water damage were present when I moved in because they did not do an inspection prior. The neighbors are doing drugs and partying until 6am on week nights and the landlord doesnt care (Ive put in complaints about those too). *** reached out multiple times about the maintenance issues and my property manager, *****************************, ignores me and declines my calls. Niceties are out the window, they only care about their money and not the tenants. I wouldve broke my lease if they werent going to charge me up the a** for it so instead I stay at other peoples homes. Valley Income Properties is a scam.

  

  Business Response

  Date: 07/27/2023

  Hello ***************  I understand that ******* has been in communication with you regarding your concerns and is addressing them.  Because of the issues you have raised their is a property wide inspection scheduled for next week to help resolve any problems.  Thank you

  Customer Answer

  Date: 07/27/2023

  
  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:03/18/2023

  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.

  I rented an apartment 03/17. From the moment I received the keys there were issues. The main one being that the woman I spoke with has an atrocious approach to problem solving and she could not handle an irate customer. In fact, she literally makes me want to file a civil suit which I am looking into. I complained about many issues, including no hot water. I was told I need to cancel my lease at least 10 times and I refused every time. ***************************** is the name of the person that failed to provide even the most basic of services. She continued to coherse me into canceling my lease and I will not. I would like the many issues in the apartment fixed. I was told the apartment is brand new and would be perfectly ready to move in. The supervisor ******* was at the apartment the morning of 03/17 and never even bothered to try to remedy any of the issues. So, I would like assistance in holding this business accountable. They have a legal duty which they breached, causing harm. They are breaching my lease contract as well. ***** the person I spoke with needs major coaching in customer service. And a ****** in contract law. I expect all issues fixed by 04/01. I expect a refund of $50 per day for each day I cannot move in.

  

  Business Response

  Date: 03/27/2023

  **** -  As agreed, I had a 3rd party contractor, ********************* of WTM Builders (custom homes) inspect your apartment on Ray ***** along with *******, one of our maintenance leads, yesterday (3/23/23), both of whom looked into the claimed maintenance issues you raised.  Below is a video link that addresses the concerns you raised and corrections made.  

   

  ************************************************;  (copy and paste)

   

  In summary, the apartment does not appear to have any glaring needs and is fully ready.  Aside from #** above, the corner cabinet, and possibly one more wipe down of the shower surround, there appears to be no reason not to complete the move in.
  
  
  As of today management considers the apartment ready to move into.
  
  
  In reviewing your tenant ledger, you have already been given a prorated rent for March (14 days) and FREE rent for the month of April.  
  
  
  As a matter of good faith management will offer $25 per day from the 17th to the 24th, for any perceived inconvenience you may have encountered.  That is a total of $200.00 additional rent credit, to be applied to your May 2023 rent balance.
  
  
  We will make arrangements to add the magnetic close on the cabinet, some time next week.  
  
  
  As for the mailbox key, management is able to accompany you to the post office to retrieve new keys, but without you and your ID they will not issue a new set.  If there is a cost associated with this process management is more than happy to reimburse.
  
  
  Thank you for your time.

• Initial Complaint

  Date:02/28/2023

  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.

  I have a laundry list of complaints. It all started the day i moved in with my apartment not being finished and people still working on it. This most recent issue, I put a request through on the 19th in regards to the window in my daughters room, with the glass coming off of the frame and allowing air in and out and dangerous to open. I had to follow up with them by the end of the week and finally maintenance call and scheduled time to come this Monday to look at it. He came, told me his boss told him to just caulk it (which is what they did the first time I put this complaint through awhile back). He said he was going to take the window down and slide the glass I to the frame and then get a new piece to replace it with. While he was doing that, he ended up breaking the glass and said he needed to get one to replace it with. I was leaving and returning later that night and left my key for him as they do not have a copy of my apartment key (another issue with them). I came home that night to the window being boarded up and no call or message on what the next plan was. My daughter had to sleep in my room as her having a boarded up window is not safe. I called first thing this morning and multiple times thereafter for updates as no one had contacted me. I get home tonight from work and the window is still boarded up. After emailing the complex, texting the number they text from and leaving a message in the emergency maintenance line, threatening to contact a lawyer, someone finally text me back saying they had to order a new window and wont be here for three days. They did not take ownership, said the property manager never got any calls or texts from me and that she didnt call to tell me what was going on because she thought I was out of town. Said that plywood is more durable than glass so it shouldnt be an issue. Still no call from her. I have MANY other complaints about this company that I can provide at another time.

  

  Business Response

  Date: 03/13/2023

  Hello *******,

  I do understand your frustration and concern as ********* and I expressed on the phone call with you last week. As ********* has made you aware on a regular basis ... we are at the mercy of the vendor. When a window is custom order and the entire window including the frame need to be replaced there is a time lapse and we generally do not know when this will happen. I have been informed that the window was replace this weekend. If you have any other work orders please put them in on your portal and we will address as soon as possible.

  Please let me know if you have any questions.

  Thank you,

  *****************************

  Regional Manager