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:11/29/2023

  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.

  Gave notice to move out of unit on August 1st with the intent to vacate on August 31st. Property manager took 10 days to place my move out note into system. This caused me to lose my entire security as well as be demanded I pay an extra prorated rent for the remainder days since I did not give a 30 day notice. I have emails proving that I did give the 30 day notice but the company has already given my account to a debt collector. In the email I actually stated a move out day of September 1st but it will show on my account we vacated on August 31st as suggested by the leasing manager to avoid said prorated rent. While I do not have proof of his suggestion, I was still within the 30 days and shown the email was within business hours. I have attempted to call the corporate office and have left messages for weeks without being able to get through to anyone.

  Business Response

  Date: 11/29/2023

  Notice to vacate the apartment was received on July 10, 2023 - a copy is attached here. Per the lease agreement, a 60 notice is required - not a 30 day. Mr. Smith was charged a prorate for 9 days of rent in his unit, per the 60 day notice he provided. His security deposit was applied towards that balance and he had a remaining balance which was not paid, so the account was sent to collections. A final move-out statement was sent to Mr. Smith at his forwarding address on Arrow Blvd on or about September 6, 2023. 

  Customer Answer

  Date: 11/30/2023

  I was told by your property manager that a 30 day notice was sufficient. This also due to the fact he was aware of our move out date prior to our original lease which ended in July. So while in a month to month it would have been impossible to give a 60 day notice since we only stayed for a single month. I was also told that if we were going to vacate at the end of july we would not have needed to give a notice since the lease term would be ending automatically. I am aware of the change in managers and lack of communication but this seems that I was give inaccurate information by the two separate managers. 

  Business Response

  Date: 12/01/2023

  Unfortunately, I have no way of knowing or verifying what you were told, especially by someone who is no longer with our company. That is why we have a written lease agreement that details your responsibilities. . A notice is not considered to be submitted until it is done so in writing, which in this case was received in July,  The new manager has been in place since May 2023, more than month prior to the notice being submitted. I have to follow the lease which requires a 60 day notice and that is what was done in this situation

• Initial Complaint

  Date:10/17/2023

  Type:Product 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.

  On August the 4th I applied for a 2Br 1Ba apartment. According to the online paperwork the application fee was $50 the holding/admin fee was $150. If for any reason the unit was denied, the application fee will not be returned but the holding fee will be return. I have yet to receive the $150.00 fee and i have reached out on several occasions trying to retrieve my refund as i am dislocated moving around trying to find a suitable rental unit.

  Business Response

  Date: 10/17/2023

  I have reviewed our records. *** ******* did apply for an apartment on August 4, 2023. Her initial screening was denied, however, the property tried to reach out to discuss next steps to try and get the application approved, as there were alerts on her credit report regarding her social security number provided. *** ******* never responded to them, so they considered her application cancelled due to failure to respond. Technically, the screening was a decline, and therefore, we will go ahead and process the refund for *** *******. 

  Customer Answer

  Date: 10/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, 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:08/07/2023

  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 haven't had any air conditioning since Saturday 8/5/23. I left two voice messages on the maintenance emerency voice line and no one returned a call. I went to the office at 8:45, this morning and while I was speaking to Maria the office employee, told the mainentance that was out side when he heard us talking just came to look at the unit and I am waiting for him to come back after checkimg the unit out on the roof and tell me what is the cause of the issue with the ac not working. I have a young adult child with a few medical conditions to include a seizure disorder and I have underlying health issues to include heart and diabetes. The property management changes pretty often and the property fails with proper management. The were no phone calls returned to me and its a health hazard condition without a running air conditioning and its against the rules of the Landlord & Tenant Act. There are no other phone numbers listed on the or around the office window for emerencies other then leaving your name and unit number that I did on Saturday 8/5. It's inhuman and unacceptable to not having no way to hold them accountable for these conditions with the extreme temperatures in Tucson right now. The property has had so many bad things about living here and I unfortuanately had to move here because of circumstances and I pay my rent on time and I never cause the property office any issues. I have expectations of the place I call home just as they expect the rent to be on time and I obey the rules of the rental agreement. I am waiting for the mainentance to come back and I need some thing done to fix the ac today. They can't leave us with out any means to cool the apartment down. I need either the ac working or portable ac units or I need the corporate office to pay for my family to stay in a hotel until I can return to my unit /home with proper air conditioning. This is unacceptable to leave us this way for 3 days. I filed a complaint with the City of Tucson Code Enforcement.

  Business Response

  Date: 08/08/2023

  The A/C has been repaired and is cooling the apartment.  Please let me know if you have any additional concerns that need to be addressed. 

• Initial Complaint

  Date:08/03/2023

  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.

  Former tenant at ******** ***** ***** managed by Scotia Group
  Have numerous complaints about living conditions
  Apartment was infested with roaches, had numerous occasions where the kitchen sink backed up during the middle of the night when it was not being used which resulted in water everywhere
  Charged us for 3 months of back rent when we were evicted after only 2 months of non payment
  Charged us for cancelation of the lease and damages
  Would not reimburse us for a motel stay when the a unit broke down during the summer

  Business Response

  Date: 08/07/2023

  In reviewing the move out photos of the unit, there were some housekeeping issues in the unit while occupied. All plumbing issues are contracted out for repair, including a water extraction and blowers if the apartment unit flooded.

  When someone is evicted for non-payment, they have violated their lease agreement and broken the terms of the lease. A termination fee is charged for breaking the contract agreement. The last rent that was paid by *** **** was in 10/2022, and he did not vacate the unit until 1/3/23. His lease expiration was 11/30/2022. By not paying November 2022 rent, he violated the contract. This was a non-payment eviction through the court system. He has legal fees that the property paid to get possession of the unit back, as well as late fees and damages/cleaning to the unit. 

  We are unable to update his credit report until the judgment has been satisfied. If he pays the judgment total, we will file the satisfaction, but in order to remove him from collections, the total owed for all fees, damages, and cleaning will need to be paid. We are happy to update once the debt has been satisfied. 

  Thank you.

   

  Business Response

  Date: 08/07/2023

  In reviewing the move out photos of the unit, there were some housekeeping issues in the unit while occupied. All plumbing issues are contracted out for repair, including a water extraction and blowers if the apartment unit flooded.

  When someone is evicted for non-payment, they have violated their lease agreement and broken the terms of the lease. A termination fee is charged for breaking the contract agreement. The last rent that was paid by *** **** was in 10/2022, and he did not vacate the unit until 1/3/23. His lease expiration was 11/30/2022. By not paying November 2022 rent, he violated the contract. This was a non-payment eviction through the court system. He has legal fees that the property paid to get possession of the unit back, as well as late fees and damages/cleaning to the unit. 

  We are unable to update his credit report until the judgment has been satisfied. If he pays the judgment total, we will file the satisfaction, but in order to remove him from collections, the total owed for all fees, damages, and cleaning will need to be paid. We are happy to update once the debt has been satisfied. 

  Thank you.

   

  Customer Answer

  Date: 08/16/2023

  All the damages that they claim we did are because of the maintenance staff not doing their job. The water damage on the floor was because of water leaking through the front window

  The bathroom was because of water backing up numerous times and the tub was already discolored and there was a water leak from the apartment above us

  The cabinets in the kitchen were like that when we moved in including the counter tops

  The closest doors were poorly built and came off the tracks easily 

  The refrigerator was in that condition when we moved in, as far as it being dirty, the complex did not give us very much time to do a good cleaning 

  Customer Answer

  Date: 08/16/2023

  All the damages that they claim we did are because of the maintenance staff not doing their job. The water damage on the floor was because of water leaking through the front window

  The bathroom was because of water backing up numerous times and the tub was already discolored and there was a water leak from the apartment above us

  The cabinets in the kitchen were like that when we moved in including the counter tops

  The closest doors were poorly built and came off the tracks easily 

  The refrigerator was in that condition when we moved in, as far as it being dirty, the complex did not give us very much time to do a good cleaning 

  Business Response

  Date: 08/21/2023

  We have adjusted part of the roach cleanout costs from the final charges, changing the charge from $200 to $150. We have a long history of roach issues in this unit during ***** *** ******** ****. There was cleanout needed when they vacated the unit. Additionally, we have adjusted $361.98 off of the refrigerator replacement cost since it was not a new refrigerator when they moved in. There was nothing wrong with the refrigerator when they moved out other than a roach infestation in it. Had the infestation not been there, we would have been able to salvage the refrigerator. The other charges are for rent and fees owed, plus cleaning charges. The apartment was not left clean and damage free. There are no charges for any water damage. The adjusted balance owed that will be reported and updated with the collection agency is $6,957.00. Thank you.

  Business Response

  Date: 08/21/2023

  We have adjusted part of the roach cleanout costs from the final charges, changing the charge from $200 to $150. We have a long history of roach issues in this unit during ***** *** ******** ****. There was cleanout needed when they vacated the unit. Additionally, we have adjusted $361.98 off of the refrigerator replacement cost since it was not a new refrigerator when they moved in. There was nothing wrong with the refrigerator when they moved out other than a roach infestation in it. Had the infestation not been there, we would have been able to salvage the refrigerator. The other charges are for rent and fees owed, plus cleaning charges. The apartment was not left clean and damage free. There are no charges for any water damage. The adjusted balance owed that will be reported and updated with the collection agency is $6,957.00. Thank you.

  Customer Answer

  Date: 08/22/2023

  I have responded to the message sent by the business concerning this matter. I would like to add that the apartment management violated the contract by not providing a safe living environment. Beyond the issues with the bugs, which they did not seem concerned with taking care of, the constant issue of flooding when a sink would back up which would get water everywhere. The maintenance staff was always aware of this issue but would never report it to management. There was mold in the hvac closet. I feel like that us being responsible for cleaning up and damages is unreasonable considering the fact we had no time to complete a proper cleaning. We were not allowed to be in the apartment unless accompanied by someone from the office and the condition of the apartment was a result of poor workmanship when we first moved in. The refrigerator was old when we moved in, the cabinets and countertops already had major sign of use. All the closet doors were in bad condition when we moved in. The tiles in the bathrooms were already in bad condition. We would be willing to pay the back rent but not for damages and poor management. 

  *****

  Customer Answer

  Date: 08/22/2023

  I have responded to the message sent by the business concerning this matter. I would like to add that the apartment management violated the contract by not providing a safe living environment. Beyond the issues with the bugs, which they did not seem concerned with taking care of, the constant issue of flooding when a sink would back up which would get water everywhere. The maintenance staff was always aware of this issue but would never report it to management. There was mold in the hvac closet. I feel like that us being responsible for cleaning up and damages is unreasonable considering the fact we had no time to complete a proper cleaning. We were not allowed to be in the apartment unless accompanied by someone from the office and the condition of the apartment was a result of poor workmanship when we first moved in. The refrigerator was old when we moved in, the cabinets and countertops already had major sign of use. All the closet doors were in bad condition when we moved in. The tiles in the bathrooms were already in bad condition. We would be willing to pay the back rent but not for damages and poor management. 

  *****

• Initial Complaint

  Date:04/05/2023

  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.

  maintenance supervisor at Deerfield Village Apartments damaged TV set in the process of attempting to repair oven-stove

  Business Response

  Date: 04/05/2023

  David - you submitted your workorder on 3/15 to replace your refrigerator light bulb.  Our maintenance Supervisor entered  your unit on 3/15/23 and replaced the light bulb.  He did not bump into any of your furniture and did not damage any of your personal property.  You did not report this to our office until 4/3/23 and after speaking to our Maintenance Supervisor you were informed that no damage was done to your personal property while he was in your unit.  We are sorry that your TV is not working but the damage was not caused by our staff. 

• Initial Complaint

  Date:03/01/2023

  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 apartment I live in has had so many issues. The gas company send me an email because the installation they had is hazardous. Also my roof has been leaking Every time it rains and I’ve had them come about 7 times and it’s still leaking. I called the higher up named Shar and she said I was lying about the roof and the property manager just notified her that week. I have proof. I’ve had rain water fall in the food I’m eating and didn’t notice until after.. they didn’t even have a fan above my stove which I was told could cause a fire. They refuse to reduce my rent or any compensations for what I’ve dealt with as well as furniture getting ruined by the rain. Shar refused to let me speak to anyone else on the matter.

  Business Response

  Date: 02/20/2024

  After review of the service request for this apartment, I was able to determine that they were completed in a timely manner.  The issue that arose with the water heater was caused by the resident's gas service being disconnected.  In order to re-establish gas service to the apartment Southwest Gas performed in inspection and found an issue with the installation of the water heater, that issue was quickly resolved, and service established.  The venting in the kitchen meets code and did not require action on the part of the onsite staff.