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:12/06/2022

  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.

  This is in regards to a recent application with ******* Corona assistant manager at ****** . Upon touring Gibelly told me to apply by today and that the unit would be available. She also told me that if I apply today she will hold a covered car port for me. I never got sent an application just an application site and when I looked 1 hour later the unit was unavailable. When I called the agent was very dismissive and said they have moved on. This is not the way I expect to be treated by such a reputable company. I look forward to **************** response

  Business Response

  Date: 12/10/2022

  ******,
  I apologize for your experience. We want to ensure our residents and prospective residents receive great customer service. Apartments are rented on a first come, first service basis as directed by Fair Housing laws. In an effort to make it up to you, I am happy to have our leasing concierge service assist you in finding your next home. Is this something you are interested in? If so, please email me at ****************************************.
  We hope to have the chance to make it up to you.
  Happy Holidays,
  *****

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In no way shape or form did the agent make it seem like she was already in an application process with someone else. If that was the case that should have been disclosed. In fact, the agent made it seem like she was focused on me for a prospective tenant. The agent promised to hold the apartment after payment, promised a covered parking spot ect. I suggest next time the leasing agent, says we have an application in right now so this unit is not guaranteed rather then making promises.

  Business Response

  Date: 03/20/2023

  We are sorry to hear that the experience was anything less than ideal. All of our apartments are on a first come first serve basis, and unfortunately someone applied before you could and for that we apologize. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19320122
  
  I am rejecting this response because: If this is the case I should not have been offered a holding fee. I expect this matter looked into and a full refund on any application fees
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/25/2023

  Thank you for reaching out. We are sorry to hear that your experience was anything less than ideal. Because the apartments are on a first come first serve basis and the leasing process is available online, apartments can be rented anytime without knowledge to the leasing team.  I certainly apologize this happened to you, but we are committed to assisting you find your new home. We are happy to assist in any way possible. Please let ** know if you are still interested, and our team will find you an apartment home that best suits your needs.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19320122
  
  I am rejecting this response because: Appreciate the apology it is a step in the right direction. However, I would like a refund on my application 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/08/2023

  In order to issue a refund for the application fee, please provide the address and unit number of the property you applied for.

  Thank you. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19320122
  
  I am rejecting this response because: As previously stated Gibelly Corona was the assistant manager who assisted me at **********************. The adress is **********************************************************. Please leave a phone number or call me prior to mailing a check as I have since moved
  
  Sincerely,
  
  ***********************

  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. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19320122
  
  I am rejecting this response because: As this was a long time ago I am sure your office can investigate further regarding the transaction of application fees.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/11/2023

  Dear ******,

  We do have the ability to look back in time to see all funds received by property.  Unfortunately, we do not see an application or application fee under your name. Furthermore, Yardi (application process) would have sent you a confirmation email. Do you have this email you can share?  We are agreeable in refunding an application fee. The problem is that we cannot find anything that shows you paid the fee.  If it was a credit card, you can show ** the statement; If it was a check, you can show ** a copy of the processed check or a bank statement showing the fee was paid. This is what we need to process a refund. Thank you for your understanding as we try to assist you in this process.

   

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19320122
  
  I am rejecting this response because: I do not know if I can find an email regarding this as I might have deleted it. I do know I was told to do the application the same day as the tour. I expect this matter to be investigated further as I believe your office will absolutely be capable in looking into this matter. If **** & Company is as reputable as claimed I would start with calling the property and searching for the email "in house." Please let me know the scope of your investigation as I do not think anyone can be expected to hold a reciept for a year.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/19/2022

  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.

  To whom it may concern,
  
  My name is*******************, I currently live in one of the Moss & Company ************************************************************************************* I've been living here for almost 2 years now and over the last few months the pest situation has been out of control. There is a severe roach problem here.
  
  I've submitted numerous complaints on the resident portal throughout my time here in regards to the roaches. Just this evening I saw two live roaches in the hallway near the elevator and unfortunately this has become a daily occurrence. It's gotten so bad I'm afraid to throw out my garbage because the come scattering out the door, or to have guests over in fear of them seeing roaches and thinking I'm unclean. I maintain a very clean apartment and do not leave food out so as not to attract them into my place. I've done everything I can to keep them out and it is a CONSTANT fight.
  
  Since I've lived here I have seen live roaches just about everywhere; in the hallways on the floor, wall and ceiling, the ladies room in the gym, apartment doors, my apartment door, my bathroom area, living room, on the sidewalk in front of the building, garage and even in the laundry room! Prior to living here I never experienced this. Unfortunately I am not in a position to move at this time so I'm hoping something can be done to fix this problem here.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/12/07) */
  *********,
  Thank you for letting us know. As you know, we have treated all units in the affected area and we switched pest control companies in an effort to obtain better results. Please keep our leasing office updated as we hope to solve the problem immediately.
  Thank you again,
  *****