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:08/31/2023

  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 July 20th I called the number listed for a property advertised for Rent. The voicemail for the number directed me to the website of the company to apply for the property but I also left a message.On July 20th I attempted to apply via the website but ran into a problem with the functionality of the website. I then emailed the company asking specific questions about the property.I did not hear back from the voicemail or the website submission form.On July 29th I attempted to apply again in hopes I would finally receive information about the availability of the apartment. The disclosure form stated I had 24 hours to rescind my application not be charged the holding deposit. I assumed that time period started once my application was approved. No, the deadline passes before your credit is even checked.On August 4th there was a problem with the third party that was running my credit. When I responded about that I finally received a response.On August 11th my application was approved. I immediately made an appointment to view the apartment but was then told the parking, advertised as an amenity on the website and on the ad, was an additional fee.After touring a similar apartment in the same building and considering the additional parking fee I then declined the apartment. **** still took the deposit amount. This behavior by the rental company seems predatory and I would like my deposit back. The apartment is obviously rented and no monies were lost by the company.

  Business Response

  Date: 09/05/2023

  Hello, 

  Thank you for bringing this matter to our attention. Per your conversation with a **** representative, although your application was cancelled after the holding deposit window, it is our goal for every encounter to be a positive experience and we will be refunding your deposit as discussed. Should you have any additional questions or concerns, please feel free to contact us. 

  Customer Answer

  Date: 09/05/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:08/10/2023

  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.

  We (with my family) were staying in ***************** Unit 135. We moved out in Jun and they had wrong charges in the final settlement. ********* must refund ****** to me + 100 for wrong extra dirty cleaning charge when work items were pending (Agreed by ***** Jul 11) + ***** for one day rent refund as informed by property manager (we received commitment from property manager during the pre move-out inspection and moved out one day before. But ********* changed its stance after move out.) + ***** for wrong water charges estimate in the final bill. (********* and Yes utility company have wrongly charged 1.79/day for 18 days where my previous bill was around less than half this amount at 0.85/day).Total to be refunded ****** I have informed them about these and in fact, they agreed partially but did not refund despite several follow-**** Latest one is attached. Earlier, we received a few other commitments that were never kept resulting in taking the decision to vacate. * Space heaters were promised in Dec '22 but never installed. We had to work through the winter without a proper heating equipment.* Window leakage usually takes 2 months as informed by property manager. But was not fixed even after 6 months wait. Unfortunately, there were more rainy days this year. Our living room was unusable after every rain.* In a drainage backing emergency situation we contacted ********* emergency support. They promised that someone will turn up in a few minutes but nobody turned up. For many months till we vacated, drain was not properly functional. Our work/school went out of gear for many days due to this. I have rented many properties in the US but this is by far the worst experience. I do not know why ********* wants to extend the worst experience even after we vacated.

  Business Response

  Date: 08/15/2023

  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you.
  First, I would like to apologize for the frustration you've been experiencing recently on your move out. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  To help us route your complaint to the appropriate department who can address your concerns, wed be grateful if you can provide us with your best contact information so we can discuss and resolve.
  We are truly sorry for the inconvenience and hope to offer you better services in the future.
  For any questions or further assistance, please reply to this message or call us at **************.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20448587
  
  I am rejecting this response because:

  I reached out to the phone number mentioned in the message, I left a voice mail and after a couple of days wait, I sent an SMS again mentioning my contact details. I did not receive any response from this number.

  
  Sincerely,
  
  **********************************************

  Business Response

  Date: 08/22/2023

  Dear Resident, 

  We sincerely apologize for the delay in response. Our representative will be contacting you directly to settle this matter, and we appreciate your patience and understanding as we work to make things right.
  
   

  Customer Answer

  Date: 08/27/2023

   
  Better Business Bureau:
  
  Business contacted me in reference to complaint ID ********, and have promised to refund the excess charges levied on me.

  Having moved out, I am closing this with the hope that the outstanding maintenance issues were taken care before handing over the unit to a different tenant. 

  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:08/03/2023

  Type:Billing 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.

  Hi, have been living in the ************************ apartments (2840-1) for over a year and have experienced sporadic issues at intervals. Some that never have been resolved throughout the tenure of my stay. The manager ****** has always been responsive and prompt with issues except this one issue never got resolved as she no longer is the property manager of the community. I had placed a security deposit of $800 with **** and company of which I recieved only $374.96. I was extremely surprised as the apartment was left in clean condition, and as per the lease agreement only cleaning & painting charges were to be deducted. Legally you cannot charge someone for wear & tear. Despite attempting to get an itemized bill and summary from the company- I have yielded no response. It is disappointing that housing companies in *********** consider security deposit as loose money with no regards to the tenant. I have attempted to reach out to the management company several times through a phone number I was given and have yielded no response. Additionally I was shocked to see July rent being charged when I had already vacated the apartment by June 29th. There was an extremely confusing statement attached that showed no reciepts no explanation for the charged deducted which is extremely unprofessional. I am hence filing this complain to get detailed receipts and explanation summary along with pictures of the charges that have been deducted. If not justified, I need the corrected refund for my security deposit. Additonally I want to also add that throughout my stay the apartment always had a moisture issue and leaking windows. Despite regular maintenance request this issue never got resolved. I am disappointed that my money was not returned and no itemized bill or proof was shown or justified. The manager of the community has always been attentive- but now that I do not have her backing on this issue- I was forced to take matters in my own hands and seek external help.

  Business Response

  Date: 08/07/2023

  Dear Resident,

  We appreciate your inquiry and will address your concerns in a timely manner. A representative from **** & Company will reach out to you directly if they have not already done so. If you have any additional questions or concerns, please address them with the **** representative that reaches out. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20416411
  
  I am rejecting this response because:
  I am not satisfied with the reasoning, explanation and approach of the representative used via email.  
  
  Sincerely,
  *******************

  Business Response

  Date: 08/09/2023

  Dear Resident, 
  
  As a show of good faith, **** and Company will reimburse the cost of the cleaning fee; a representative will be in touch to coordinate. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20416411
  
  Hello, 
  
  Thank you for your response & showing good faith. 
  However, Its been a while since you last communication & I am still awaiting communication from your representative regarding the reimbursement as stated.
  I hope to hear from you soon. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/15/2023

  Thank you for following up. We take customer satisfaction seriously and are glad to hear from you.
  First, I would like to apologize for the frustration you've been experiencing recently on your move out. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  To help us route your complaint to the appropriate department who can address your concerns, wed be grateful if you can provide us with your best contact information so we can discuss and resolve.
  We are truly sorry for the inconvenience and hope to offer you better services in the future.
  For any questions or further assistance, please reply to this message or call us at **************.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20416411
  
  Thank you for your response. I am currently travelling internationally and it my email is the best way to reach me. I am also sharing my international number in case you feel a phone conversation is  essential. Please note that I will be available subject to the time zone. 

  I hope by sharing this, I here from you at the earliest convivence, as it has been a really long time since the issue was raised. 
  
  ************************

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

  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/21/2023

  Hello, 

  Thank you for providing your contact information. A **** representative will be in direct contact to settle this with you. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20416411
  
  Thank you for reiterating that someone will be in touch with me directly. However it has been over two weeks since I first raised my complaint & had an unpleasant communication with **** from **** & Company.  However since then there has been no communication or response from **** & company. I have also not heard anything about the refund check or settlement. Weeks keep passing by & I hear nothing but promises that someone will be in touch. 
  
  While I understand procedures like these take time. I hope my time & feedback is valued as stated. Hence it is my sincere request to expedite things on your end. 
  
  This shall be my last  communication to you, as it has been extremely tedious to continue conversation here while seeing no positive actions on your part. 
  Thank you again for your communication thus far, and I hope my raised concerns get some attention and someone gets in touch with me very soon about the refund. 
  
  
  
  Sincerely,
  *******************

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  The Los ************************* provided me an **** application for ***************** Management to fill out and return in a timely manner to the ******************* to complete my importing from ********* to *********** in May 2023. I forwarded the application to the Property Manager at ***************** Management on May 16th. For some unknown reason, I cannot get anyone at ***************** Management to take the time to complete and return the **** application. There should be nothing complicated about filling out an **** application; its Standard Operating Procedures for a property management company that utilized this *************** yet I cant get anyone to complete and return the application. Everyone is being held up, including myself, from moving forward because this company refuses to fill out the application and return it to the Los *************************. The ********* agency and *********** housing has requested information as to why I have not returned the completed application. I have made 2 or 3 inquiries to ***************** Management and nothing changes. *** informed them from the outset that TIME IS OF THE ESSENCE and that has been ignored on each occasion. So, were all in a holding pattern due to ***************** Management refusing to complete and return the application in a timely manner. There are a few ways that this matter should have been dealt with and apparently none of those business practices have been utilized. So, the question becomes, what is really going on? Everything has been set back due to this companys noncompliance.

  Business Response

  Date: 07/12/2023

  Thank you for bring this matter to our attention and we apologize for the delay. The paperwork has been given to the appropriate parties for completion and we expect to have it submitted by end of week. 

• Initial Complaint

  Date:07/10/2023

  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 applied online for an apartment in their new *************** building. On their website they stated there was a $500 holding deposit that if denied would be refunded back to me. Its been almost 2 months since my application was denied and I never received my refund. Ive called and left tons of messages, *** sent emails and no one ever picks up the phone or gets back to me. I would like my refund back ASAP.

  Business Response

  Date: 07/11/2023

  Dear *******, 

  Your holding deposit was refunded on 6/27/2023 and was sent to *****************************************************************************. Kindly confirm this is the correct address. 

  Thank you. 

   

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20297052
  
  I am rejecting this response because:
  The address is incorrect and no one notified me to confirm any information for the correct form of return payment. I have a new address. If someone can email me at ************************* to confirm. I will appreciate it. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/17/2023

  Good Morning, 

  If they haven't already, one of the managers will be contacting you to confirm the forwarding address for your deposit refund. Please do let me know if there is anything else we can do to assist you. 

  Customer Answer

  Date: 07/27/2023

  I filed a complaint regarding never receiving my refund for the holding deposit. I was then informed that a check had been sent out on 6/27/23 without anyone contacting me after I had called and emailed everyday prior to that. They sent it to the wrong address as I had moved and I checked in with my previous landlord and was told nothing ever came. A representative from **** and Company replied again to the complaint saying someone would reach out shortly to confirm my new address and its been 2 weeks and I still have not heard from anyone.

  Business Response

  Date: 08/07/2023

  Hello, 

  A representative from **** & Company has contacted you directly to rectify. If you have any additional questions or concerns, please address them with the **** representative that reaches out. Thank you. 
  
  

• Initial Complaint

  Date:05/09/2023

  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 live at the ************ apartments on **********************************. I am writing my complaint because my landlord has neglected to fix my electricity and power for one month now. I currently don't have lights in my kitchen and it has become a continuous struggle to cook or clean in the safest way possible, especially at night. I also don't have power alongside one wall of my unit where I usually connect my television to. It is depressing for me to come home and not have the chance to FULLY use my unit without these problems. I have had to eat elsewhere and enjoy the things that I would usually do in my apartment at other homes because I can't use my own space. Additionally, I don't have air circulation in my room because the ceiling fan won't turn on which I need if I want to cook or have cool air in the valley's hot weather. I have asked my landlord numerous times to fix it and she has said someone is coming to fix it the day I request maintenance. Unfortunately, I still come home after work with no repairs made.

  Business Response

  Date: 05/10/2023

  Dear ******, 

  We don't show a record of you paying an application fee. Can you please provide a receipt and we will be happy to reimburse you. 

   

• Initial Complaint

  Date:03/01/2023

  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 applied to the ************** apartment in ***********, **. I applied to the apartment on 2-17-23 and on 2-24-23 I recieved an email titled "Your Rental Application - ******* Money Payment Confirmation". It said that a payment of $500 went through. I emailed the company imediately through their company portal saying I already signed a lease for a different and to withdraw my application and refund my the $500. They state you have 72 hours to make a decision. I didn't hear anything. Then I sent another email on 2-28-23 saying "I applied to a studio and received this email that I was approved. But I already moved into a new apartment. Please cancel my application and refund the $500". They responded saying "Thank you for informing us that you would like to be removed as an applicant. Per the application guidelines the application fee is non-refundable."A $500 application fee after I told them immediately after I applied is proposterous and I must get my money back.

  Business Response

  Date: 03/15/2023

  We are in communication with this applicant and are expediting the refund of her holding deposit fee.

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service 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 contacted **** and Company management, the managers at the property of *************** on multiple occasions about noise disturbances. I've lived here for 2 years and have been nothing but a great tenant. I have had someone elses cat enter my home, Dealt with loud sleepless nights due to the nuisance of neighbors. It's ridiculous. This has been going on all of 2022. I decided to finally speak up in August of 2022 and was only directed to call security. The security does NOTHING. Other tenants have no respect for anyone and are breaching their leases. I'm sick and tired of being ignored. I have had to miss work several times because of how loud it is. This complaint can go on and ON.

  Business Response

  Date: 01/24/2023

  *****,
  Thank you for sharing your concerns regarding your neighbors. As requested in your desired resolution, our regional manager is contacting you via telephone this afternoon. He will discuss your concerns and share our strategy to ensure the quite enjoyment of your home.
  Kind regards,
  *****

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  We can't reach anyone in the corporate office. The Property manager ***************************** does not acknowledge to emails, texts, phone calls, this the second property manager from the company had same issues with the first one. it's really hard to get any requests done and completed. No notices are given regarding construction going on the building, main entrances were closed, mailbox inaccessible for weeks, laundry room inaccessible, loud noises, leaks and no resolutions. All maintenance requests placed online will get deleted without the job being completed or discussed.

  Business Response

  Date: 02/23/2023

  *****,

  I understand living through construction can be a mess to say the least.  We understand the importance of communication.  You can reach me or my assistant, ****, at ************ M-F from 8am-5pm.  Please let us know how we can assist you.

  Kind regards,
  *****

• Initial Complaint

  Date:01/06/2023

  Type:Customer Service 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 living at the ****************** in ******** for almost 2 years with no issues in at studio apartment for $2095/mo. I have an excellent credit score, employment history and have never missed a rent payment. I attempted to upgrade into a larger unit that costs $400/month which would total to $2,575. My partner and I applied for the larger unit and was denied the upgrade due to the fact that combined we do not make $6,475 in income total together per month to be able to "qualify" to live in the building. I am a Sales Manager for a national yoga studio with stable income and commissions. My partner is a working and touring comedian and the nephew of the late Emmy ***** winning ***************************. I am not name dropping but my partner makes money just not through a W2 and made $5000 in the month of November just in comedy without his day job income. We where denied a home due to the fact we couldn't prove of a steady $6500/month income. Thistle is already involved in a class action law suit for invasion of privacy which I assume collates to this but not sure. We are stable and responsible tenants with an **** I would like this to be resolved or we shall be forced to leave our home.

  Business Response

  Date: 02/23/2023

  ********,

  I believe your concerns have already been addressed.  If not, please contact me at **********.  

  Kind regards,
  *****