Complaints

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• Initial Complaint

  Date:03/10/2023

  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.

  When I originally signed the lease for the apartment I am with now, my roommate and I were with Boulder Property Management. At the end of the summer right before we moved in, BPM sold the property to Poppy property management. We had to sign an estoppel statement, and I had asked if I would be able to call the company in order to talk with the "executive manager" *************************. I was told they prefer to talk via email and that I should communicate with them this way - but this proved to give them an excuse to never communicate with me or any of the other tenants. Our main issue was when the other unit upstairs had a leaking heater, and it leaked into the drop ceiling in my bedroom and froze (which was able to happen because our heat had been broken for weeks). When the heat did turn on all of the ice in the ceiling melted, flooding my entire room, ruining my belongings and my mattress. This left me without a place to sleep, and additionally they ended up turning the water off to the house so the entire house had no water. Despite attempts to discuss this with poppy, I was given few emails in response, and no help in figuring out my living situation - basically I was left completely on my own. I ended up staying in a hotel for about two weeks (even though poppy repeatedly told me that the damage would be fixed "by the next day"). Since this event there have been multiple maintenance crews that show up unannounced at the house. Poppy has not contacted us about any maintenance that would be done, when people would show up, or an estimated time it would end. We had a state property inspector come and look at the apartment, and he told us that it was not a legal/ rentable apartment for a multitude of reasons... including no egress windows anywhere in the bedrooms/ living rooms. There is only one entrance to the building (which is not a legal sized entrance). There are issues with the bedroom doors, and ceiling heights etc. This apartment they have rented us is dangerous

  Business Response

  Date: 03/10/2023

  Thank you for the opportunity to respond. As the resident has stated, we purchased this property in the summer of 2022 and acquired the leases that had been signed by the previous management company. Upon purchase of the property, there was no disclosure of the ongoing heat issues that we have now discovered. We have had multiple professional plumbing companies assess the boiler, replace different parts, trouble shoot different issues, and have completed several different repairs. Upon each notice to us of a heat issue, we have immediately sent professionals out to repair the heat. Most recently, it has been brought to our attention that when the home was converted into the three units that exist now (how we purchased the property), there was nothing done to the heating system to allow each individual unit to control their own heat. With that information, we have invested upwards of $20,000 to ensure the heating system is effective and operable for each unit. The claims that the inspector has stated the unit is illegal are not accurate. We spoke with the city inspector yesterday who informed us that the door MAY not be up to code and the windows MAY not be up to code. We are working with the city inspector to ensure the property is up to code and will do everything that is required of us in order to accomplish this. Upon purchasing the property, none of these possible issues were disclosed. Additional, upon purchase we acquired our rental license through the *************** and were not informed of any issues at this time. The resident was not out of home for weeks and communication was thorough including our intent to replace the carpet (including installing proper subfloor and carpet pad which previously did not exist), professional clean the unit, as well as reimburse the days the full unit was not accessible. All heating repairs, plumbing repairs, professional water mitigation, cleaning, and rebuild have been 100% completed. We are more than happy to provide all email correspondence, invoices repairs, or any further documentation as requested. Thank you.