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:02/29/2024

  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 been living at this address for two years constantly mice issues mice are in the wall eating through the walls

  

  Business Response

  Date: 02/29/2024

  This complaint is non-specific.  After researching this further it has been determined that a professional pest control company was contracted to work with this resident to resolve these issues.  The resident has been un-cooperative when the pest control company scheduled to enter her apartment.  She was not there when they scheduled an appointment. She scheduled these appointments herself and did not let them in routinely.  Any pest problem has to be regularly addressed.  It is not a convenience factor. 

  We were charged cancellation fees because the resident did not meet the scheduled appointments.  There is NOT a management office at this property.  It is a condominium building and common areas are managed by an HOA not affiliated with us.  We have also reached out to the HOA in regards to the mice.  No one is having issues in any of the adjoining units. We had to put a lockbox on her apartment so the pest control could gain access.

  When she recently complained she was offered a mutual termination of her lease.  Her lease expires in approximately 6 months. The contract provides a termination fee equal to 2 months rent, a forfeited deposit and a 30 day  notice in writing is required.

  A mutual  termination agreement was sent to this resident and she has NOT signed it.  She was offered the term fee to be waived, deposit refunded if her apartment was left clean and undamaged. We are holding to a 30 day notice. She said she already moved out but has not returned keys or relinquished possession. So by law she is still fully responsible for this apartment. This seems fair and reasonable. We have done everything required by law. We have responded to her pest control requests with many attempts to resolve this. However, when the resident does not cooperate with the pest control company we cannot resolve her issues.