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:06/24/2025

  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.

   
  Complaint: 23514836
  
  I am rejecting this response because:

  what you claim to be helping remedy the issue is causing me further stress and issues. While ****** is very nice and is doing everything she is most likely able to do to assist with this issue, I am living in an apartment that has wet floor boards, base boards and some walls. Mildew is almost definitely growing, as it is 90 degrees outside and my apartment gets extremely hot due to the industrial dehumidifier constantly going in my apartment. The floor boards and baseboards need to be removed, it has not been officially scheduled yet, at least not to my knowledge, and I am allergic to mold! Now my door has been left unlocked by the technicians who come to inspect the apartment for water, which is absolutely unacceptable. Thankfully, I was watching through my camera at home so I could see this issue happen in real time, otherwise my apartment would have been left unsecured until I returned home after work. This building and management company continue to be negligent and careless and I do not accept their resolution, as nothing has actually been resolved, more problems have actually come out of this.
  
  Sincerely,
  
  ******* *******

  n the main hallway has been down and the carpet has flooded each time a water heater has burst, and they refuse to remove the carpet. I am concerned for my health and this flooding has impacted my ability to sleep and properly work. I am also concerned about the safety of the elevators, as the management team is hiding the major issues occurring with them.

  Business Response

  Date: 06/27/2025

  Please find the attached correspondence that addresses the concerns presented by ******* *******. Our Service Technician, ***** *******, Property Manager, ****** *** ******, and Service Manager, ****** *** ****** were onsite upon notification of the emergency service request rendered on June 24, 2025. Additionally, a third party contractor, ***********, was engaged to facilitate the restoration to include moisture reads. Our onsite Property Manager, ****** *** ******, has been in direct correspondence with **** ******* after delivery of the attached email on Wednesday, June 25th. Our leasing office had a scheduled closure on June 24, 2025 for a Mission Rock Residential Teams Event. We are committed to making things right and will continue to correspond with **** as progress is made on the restoration of his apartment home. 

• Initial Complaint

  Date:05/29/2025

  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.

   
  Complaint: 23394492
  
  I am rejecting this response because: It should not take nearly a month to replace something like this. The lack of communication is astounding within your management on site here as well. This complaint was also filed before they came and replaced it. They weren't given permission to enter at the time they showed up because we weren't informed that they were coming to replace it at that time. The maintenance guy who came to reset it the last time stated to my roommate that "If it goes out again THEN he would order a replacement." Not that he was going to order it and replace it at that time so we weren't expecting him to make an appearance so we didn't have our clothes and other items moved away from the water heater at that moment. Also, thank you for replying to the other parts of the complaint i.e the dog f**** Which someone did FINALLY clean after literal MONTHS of complaining but yet again, it's building right back up out there again. Can we just break our lease and be done with this situation? I've already began reaching out to landlord tenant lawyers seeking advice on if we can break the lease without penalty. I prefer to be able to open my windows and doors without the smell of dog f**** and flies and insects flying in. Also, speaking of pests, a few weeks ago I spoke with Asia, I believe her name is in the front office about having them spray my apartment for pests. She informed me that that Friday there was already a contracted pest control company making routine visits that day. She asked if she could add us to the list and I said yes and gave permission to enter. I waited a few days and emailed back asking for verification that the apartment was sprayed because I'm still seeing indoor pests. NO RESPONSE per usual and it has now been a few weeks. I have emails saved of all the communication between us and the front office including complaints about the dog f**** and videos I've recorded with cameras I spent my own money on to catch whomever is not cleaning up after their pets that I've sent to Mission Rock and *************'s previous management as well. The very first day Mission Rock took over the complex, I spoke directly to **** and Asia and I told them in person about the dog f**** Why was it JUST handled? People are not going to start cleaning up after their pets just because a mass email has been sent out from the office. The proof is sitting right where it's always been because it's still happening.
  
  Sincerely,
  
  ***** ****** it to stop turning off." Reminder, we have been in this unit for almost two years and literally nothing has changed except we removed a former roommate which means there is LESS items plugged in at a given time. I also looked up online that in WA state, a water heater over 2500 ***** needs to be on it's own circuit. Which I believe ours clearly is not. They just refuse to replace it or repair it. Instead they blame us and give us every **** excuse. We are not going on 48 hours without hot water this time around. I've reached out to a couple of my neighbors as well and they are having issues with this company as well. One hasn't had a working dryer in 6 weeks. And again I'm going to bring up the lack of cleanliness of the property especially in front of my unit littered with dog f**** I've brought up to them several times. They just don't seem to care about their tenants but are willing to spend thousands beautifying the exterior of the complex. I want answers and I'll be looking to break my lease ****

  Business Response

  Date: 06/19/2025

  Hello,  I want to first recognize that we have replaced your water heater as of 6/2/2025.  We did try to replace this on Friday, May 30th but were not allowed access at that time.  I do understand your frustration but please know that diagnosing maintenance issues is our first requirement in situations like this one. Our team is working hard to keep the property nice for all residents and that does include repairs to exteriors that are much needed.  I hope that you will find in the coming months an enjoyable and clean community to live in.   Thank you! 

• Initial Complaint

  Date:04/10/2025

  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.

  Continued from previous complaint. Communication sent to ****** at the ***, as well as the regional office and area Vice President of Southwest: All of that considered, I felt the need to address this in person and did so December 03, 2024 around 10am. Due to the negligence and compromising of my home and safety I made sure to audio record myself. As a part of this conversation, and also the very last point of our discussion, I did inform you of ownership of not just normal domesticated house pets, but Emotional Support Animals that have also received *** training additional to being certified as such. ??At this point you informed me you will have to contact the property lawyer/ legal representative about how to proceed and what to do as far as ***s are concerned. To this date of this notice April 08, 2025 you have provided nor produced said information nor have you sent any communication or correspondence in regards to the matter other than these erroneous violations. Per our conversation last week, I did exactly as stated and arranged for my ***s to be transported by caretakers to my other properties. They are gone and there is absolutely with zero question any damage or trace of them in my unit. Again to this day I have not been provided any information on what I need to do if anything at at all as far as my ***s being present with me at any time. Nonetheless they are gone and you are more than welcome knock and inspect any suspected violations if I am home or just make me aware if you need to do so when I am not and that is, as it has never been, no problem or issue at all.

  Continued from previous complaint. Communication sent to ****** at the ***, as well as the regional office and area Vice President of Southwest: In regards to any suspected smoking, I do not smoke anything of any kind for any reason, so there is clearly an issue of information. I would challenge any complaint in regards to smoking and my unit as absolutely incorrect. Interestingly enough, I have two chronic health conditions in which smoking anything of any kind is impossible and one of the conditions is actually why I own ***s. Also interesting, a month or two ago I was in the hallway of building 2 retrieving an order from DoorDash and I heard you explicitly make a comment about it smells like weed as you were halfway down the hall by the touring unit which is nowhere close to my unit and would indicate that there seems to be an ongoing issue in building 2 and smoking. I have also observed three different maintenance workers smoking cigarettes in front of the garage they use, while driving the carts, and also while picking up trash and animal waste early in the mornings all within the last month after several emails have been sent out regarding residents and a no smoking property yet your own employees smoke at will all over the property. Again, if there is a question or suspected violation please feel free to stop by or let me know if you need to go by when Im not there to inspect yourself. My unit is clean and there is no damage of any sort nor has my unit ever been smoked in as long as I have lived in it.

  Continued from last complaint: There has been a progression of not only rude and disrespectful conversations between you and I since the incident of your maintenance supervisor leaving keys in my door for over 7 hours, but now it is encroaching into the territory of harassment in regards to these baseless and highly avoidable violations. Therefore I will make sure to direct this correspondence, documentation of any and all points of discussion in this email, and all future communication and correspondence to a hopefully more effective, informative, and respectful point of contact. I still have outstanding work orders from when I moved in in September 2024. I was told in person and in text message communication that my patio and outside area would be pressure washed and cleaned, and I actually spoke with you directly the first time ever when had to go remind the office it still wasnt done and you ensured me it would 6 months ago now. Also *** listed a light in my dining area as being fixed, but he actually never finished repairing the light in my dining area despite closing my work order. I also have a few new work orders to place, and I will be gone from that unit for a week, so please feel free to use any of the time spent around my unit to complete those outstanding work orders that have been neglected and new ones that I will list here below. Any suspected violations please also feel free to check as there is no damage inflicted on that unit in any capacity and that unit has never been smoked in whatsoever as I have lived there since September 2024. Outstanding Work Orders (since September 2024): These all were either entered in the resident portal or communicated directly to the leasing staff. - Patio powers wash cleaning - Dining area light in operable - Trash and debris outside of my patio area - Microwave air filter area damaged and now disconnected New Work Orders: - Master bathroom tub and sinks backed up. - Drawer handle in master bathroom unscrewed

  was out of the country for a week and at no point was I contacted for maintenance to perform any work orders. Over a month prior I had already been contacted by ***, * believe his name is and who had performed several work orders on my unit, called me and left a voicemail informing me that the parts needed for the outstanding work order had been received by management, and I in turn called managements office and let them know they could come anytime to replace the parts and finish the work order. This was over a month prior. I still have the voicemail to this day. What made that situation so concerning aside from the sheer negligence of not only an employee but a supervisor in a management position would put a residents home, property, and safety at risk, was the fact that at the very same moment in time this property had been experiencing constant and almost routine mailbox burglaries and had CCTV images of the suspected mailbox burglars posted in the mailroom and the gym.

  Business Response

  Date: 04/14/2025

  Thank you for your feedback, Shawrell. We appreciate you taking the time to share your concerns and are sorry to hear that your experience did not meet expectations.
  As previously discussed, the entry and key handling matter was brought to our attention in December 2024. We understand how this type of situation can raise concern, and we assured you it would be reviewed and addressed internally. While we are unable to disclose personnel-related actions, please know that we take key control procedures seriously and value the trust our residents place in us.
  As referenced in our communication dated April 11, there were no open or pending service requests on file at that time. If anything was previously missed, we sincerely apologize, as we had not been made aware of any additional concerns. In response, the following service requests were submitted on your behalf and completed as of April 14, 2025:
  Dining area light repair Light replaced
  Microwave filter cover Replaced
  Tub and sink backup Drains cleared
  Loose bathroom drawer handle Screws tightened
  For future service needs, we kindly ask that all work orders be submitted through your resident portal or via email so they can be properly tracked and addressed in a timely manner.
  We also understand that your concerns may have been heightened by unrelated mailbox thefts occurring around the same time. Our team worked closely with **** and **** to investigate and notify residents. Unfortunately, similar incidents affected nearby communities throughout the area. While we take resident safety and property security very seriously, no community can fully guarantee the prevention of theft or external activity.
  If you have any additional questions or concerns, we welcome you to contact the office directly so we may assist you further.
  Sincerely,
  Henley at ****************** Team

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising 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.

  Moved out of their property in ****************, *************************************** complex, on february the second. It has been over 30 days and have yet to receive my deposit back or get any sort of notice of damages. Im in the military so I had no choice but to leave that day which was a sunday and the manager was supposed to meet me that morning to do a walk through and take the keys. I have text messages to prove that. She failed to show up and we had no choice but to leave the keys out of site by their office. I have photographs of the location as well. I placed the keys in a plastic bag with a clearly legible note with our new address out of state. They will not answer calls, nor will mission rock residential corporate out of ****** answer their phone lines. We also had prior constant issues with other tenants openly smoking within their property and having the smoke come into our apartment which my wife has a predisposed condition/ chronic illness that gives her serious migraines as well as my new born infant son was exposed to as well. This issue was never remedied or resolved after almost a year of complaining to the seemingly turn table of managers they went through over the 2 years we lived there. Im fairly certain the amount for the deposit was last month/first months rent but i could be mistaken as to the exact amount.

  Business Response

  Date: 03/17/2025

  My name is **** *********** the Property Manager, this is my account of the communication I have had with *** ***** ****** and his family. I began my role as the Site Manager on January 8, 2025. Upon first meeting ********** he expressed concerns about his neighbors and prior site management. I sincerely apologized for any negative experiences they had and reassured him that I would do my best to address any issues moving forward.
  During this initial conversation, *** ****** also informed me that his family would be vacating earlier than expected due to receiving orders from the ******************* requiring a relocation to another state.Although our standard policy requires a 60-day notice, military personnel are permitted to provide a 30-day notice upon receiving orders to report for duty.While *** ****** did not provide a full 30-day notice, I chose not to penalize him given the challenges he had expressed with his previous experiences.
  To improve communication, and the ability to reach me in case of any other issues.  I provided *** ****** with my work cell phone number.
  
  Below is a summary of the move-out and refund process related to their apartment.
  
  We had originally scheduled to meet for key handover on February 2, 2025, at 8:00 AM, which was on my day off. However, while I was en route from ****** to ***************** *** ****** informed me that they would be leaving earlier than expected and left the keys on the stoop in front of the maintenance office. I retrieved the keys and completed the walk-through on February 2, 2025. On February 18, 2025, I finalized the accounting and submitted the request for the refund. *** ******* deposit was $300.00, and the refund issued was $377.14.
  The refund check was processed on February 26, 2025, and mailed on February 27, 2025, within the obligatory timeframe. On March ******** *** ****** contacted me to inquire about the check. I confirmed that it had been mailed and reviewed the details with him. To date, the check has not been returned. During this conversation, I verified his forwarding address and noticed a minor error in the spelling of his street name. Although I dont believe this would prevent delivery, I offered to reissue the check.
  On March 13, 2025, I requested a stop payment on the original check and began the process of issuing a new one to ensure it reaches *** ******.
  Unfortunately, I have been unable to find any record of further attempts to contact us. There are no records of calls or text messages from *** ****** on my work cell phone, nor on our office line. Our phone system tracks all incoming calls, whether messages are left, calls are answered or routed to our after-hours center.
  Since my start date on January 8, 2025, I believe I have consistently supported the ****** family with care and consideration.  I strive to show each and everyone of my residents that they are valued, heard,and respected.   I have shown ***** understanding and concord by making accommodations while taking time away from my own family.  It was never my intention to make *** ******* and his family feel like they are not valued or unappreciated.   I apologize if our interactions have made them feel this way.  I wish him the best of Luck in his future.  The refund money should arrive within a week of re-issuance.    In addition I have attached the proof of accounting to this response.
  

• Initial Complaint

  Date:02/26/2025

  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.

   
  Complaint: 22991705
  
  I am rejecting this response because: I have 
  received no attachments that they are referring to so I do not know what their answer is .
  Sincerely,
  
  ******** ******

  Business Response

  Date: 02/26/2025

  I responded and sent attachments, were those received?

  Business Response

  Date: 03/07/2025

  Ms. ****** brought the leak to our attention and we immediately put air movers and dehumidifiers in her unit while we researched the source of the leak. Her living room carpet was wet and we had a vendor come to extract. A vendor was contacted to investigate the leak and removed some drywall close to the baseboard to further investigate. Ms. ****** repeatedly turned off the drying devices not allowing the devices to dry her carpet. She complained this was due to the loud noise as it upset her and her cats. As a customer service gesture, we paid for  Ms. ****** to stay in a hotel for the weekend in order to allow the machines to dry the carpet while no one was there. During that time, Ms. ****** continued to go to her apartment and unplug the devices. Doing so was not allowing us to remedy the problem and upon her return the carpet was still not dry. We contracted with a vendor as they located the source of the leak and have since made the necessary repairs. The only repair remaining is to complete the drywall repair which is being scheduled. There is no visible signs of AMG however we do need the carpet to be dry to ensure that does not happen. Had we had cooperation with Ms. ****** during this process the repair and resolve time would have been shortened had she not continued to turn off the equipment.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22991705
  
  I am rejecting this response because: you have made your problem my problem and you have lied the so called small hole is 5" 8' in by 2"2 in my living room wall' . I turned the damned machines off  as you expected  me to run them with no compensation on my electric bill for starters and it was still leaking so it it would not dry . Laughable Get your facts straight.  Also my cats are companion  animals and it scares one of them How dare you!!!!  Out of 39 days you offered to give me a hotel room for four days so generous. slumlord!!! Also it is not the workers fault that I am given no notice as to when they will be coming and this week alone it was five days they were here. The leak you said they had fixed on day 36 of this is possibly not the only leak . So get your facts straight. This is a huge Warrant of Hability issue just for starters I am told.  Last week I went to my doctor and the whole visit was about you.  I had hypertension and have always had low blood Pressure but that was the first time it was high and I am ************************************* on ant-anxiety medication . You people have succeeded in ruining my peace of mind . 

   

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

  Business Response

  Date: 03/11/2025

  We have taken the steps to rectify this situation and have gotten no help from ********. She is constantly disrupting our efforts by unplugging the drying machines even after we put her in a hotel. If she would have left those on while she was in the hotel this would have been resolved but she did not. ******** is consistently threatening and harrassing the leasing office through phone calls and email messages which is a violation of her lease. I will extend her the option to vacate without penalty if she would like. Our vendor has not reported any *** and is trying to remedy the situation but she is not allowing us to do so.

• Initial Complaint

  Date:02/10/2025

  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.

  I am writing to dispute the $556.42 move-out charges on my account for unit 362F at 45 Eighty Apartments in *****************. After reviewing the photos provided, I believe the charges are not justified, as the issues depicted fall under normal wear and tear rather than tenant damage. Additionally, I believe the withholding of my $300 security deposit was inappropriate for the following reasons:Normal Wear and Tear: The charges for Tub Resurface ($225), Extra Dirty Stove ($120), and Paint Kitchen and Bath Cabinets ($250) appear to reflect routine maintenance and not excessive damage. The photos provided do not show damages caused by negligence or misuse beyond ordinary use.Pre-Existing Conditions: The $80 charge for Dirty Microwave and Refrigerator is unwarranted, as the microwave was already in the same condition when I moved in.Inflated Charges: Many of the cleaning and repair costs seem excessive and unsupported by any proof of professional service or invoices.Per Georgia tenant laws, landlords cannot charge tenants for repairs or cleaning related to normal wear and tear. I request that these charges be removed and that my security deposit be refunded. If these charges are not removed, please provide:Detailed documentation showing how these costs were calculated.Receipts or invoices for the services performed.Written clarification of how the damages exceed normal wear and tear.If this matter is not resolved amicably, I will seek legal advice to ensure my rights are protected.

  Business Response

  Date: 02/25/2025

  After reviewing Ms.********'s complaint and reviewing the charges on her account, an adjustment has been made of $680. This information was relayed to Ms. ******** through email and an updated statement will be emailed and mailed to her. 

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  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,
  
  ******* ******

  Business Response

  Date: 01/31/2025

  Charges on the final account statement were based on assessments of the home at move out.  Both pictures from the apartment as well as a professional carpet estimate are attached. 

  Customer Answer

  Date: 02/14/2025

  Regarding my case Im trying to take care of this matter. The receipt that was given does not show dollar amounts as to how much it cost to replace the carpet. Since they are stating that its for the carpet repair and not all these other fees which I knew I didnt owe can I please obtain a copy of the receipt with out anything cut off and also a letter stating that I only owe for the carpet repair and if they could update the status on my credit report or take the debt back from
  Columbia debt recovery so that I can pay  mission rock for carpet that I apparently messed up even though the pictures say otherwise. Ive tried to email them but they will not respond as I do not want my clearance for my job to be affected. 
  
  Thank you 

• Initial Complaint

  Date:01/23/2025

  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.

   
  Complaint: 22847828
  
  I am rejecting this response because:

  Again, floor polish is correcting a normal wear-and-tear issue, not damage.  The pictures show some minor scuffs.  Walking up the stairs for five years in a normal fashion is the very definition of using the stairs as they are intended to be used.  

  The Texas Property Code very clearly prohibits a landlord from charging a tenant for normal wear-and-tear.  I used the stairs as they were intended, there was some very minor wear and tear, which I am not liable for according to the Property Code.  

  I will not go after the cleaning company for this, because I do not have to, as I am not liable for the fees that contradict the Property Code.  

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

  the Property Code, would include walking up the stairs. 4) The complex manager states there were "black stains" on the carpet. This is incorrect, as evidenced by her own pictures she provided. These are not stains, but darker areas, specifically in the areas where there was no furniture. I never left any stains on the carpet. This complex is attempting to nickel and dime a five year tenant. These fees are unreasonable, especially given I paid a professional cleaner for a move-out clean, which is above-and-beyond what is necessary. You cannot charge a tenant for normal wear-and-tear in *****, which is exactly what Mission Rock is doing.

  Business Response

  Date: 01/24/2025

  I hope this message finds you well. I want to explain the $70 floor polish fee you accrued upon moving out.
  
  It is common practice for our team to inspect all areas before and after you surrender the apartment home. Therefore, photos of the floors are available for both the previous tenant(s) and you. Our evaluation of the past pictures shows no floor damage needing floor polishing services, so we did not perform the service before you moved in. However, these services were necessary when you moved out, and therefore, the additional charge.
  
  You mentioned hiring professional cleaners to ensure the apartment was returned in good condition, which we appreciate. However, based on the inspection and available photos, it is evident that neither the floors nor the carpet were professionally cleaned. When you brought this to our attention, we suggested you contact your cleaners so that they can reimburse you the $70 floor polish charge. You declined. We already hired our trusted cleaning company to polish the floors. Our preferred solution involves our cleaning service because they are approved vendors, and we trust their work quality.
  
  We want to find a solution that both parties will accept without making this process more complicated than necessary. If youd like, we can provide you with the invoice so that they can reimburse you for the expense.
  
  Your cooperation helps us solve this issue quickly.
  

  Business Response

  Date: 02/06/2025

  Thank you for sharing your perspective on this matter. We understand your concern and appreciate the opportunity to clarify.
  The floor polish was applied to remove oil-based stains, similar to those found in the garage,  and not to remove standard scuffs. While we do not charge for normal wear and tear, the stains on the vinyl floor exceeded that standard, as they were highly visible during the move-out inspection. Since they were not addressed before you surrendered your keys, our cleaning crew addressed them at an additional cost.
  We trust this clarifies the additional expense.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22847828
  
  I am rejecting this response because:

  This does not provide any clarification.  I did not damage the fake wood floors.  The blurry picture you provided does not even show damage.  I see no damage on those floors, but instead see freshly polished floors in practically pristine condition.  
  

  I will highlight the fact that the condition of that unit was poor when I moved in, as evidenced by the move in sheet you provided.  Dinged appliances, cracked walls, etc.  This is why it is outrageous to attempt to hold me accountable for floor polish. 

  The floor picture you provided does not show oil stains.  Its very blurry, but I see freshly polished floors, because I paid a professional cleaner to clean them.  I have a brand new truck.  I didnt leak any oil.  This is irrelevant.  

  Your Company is simply trying to nickle-and-dime a five year exemplary tenant who always paid on time, and then went above-and-beyond to hire a professional cleaner upon move out.  

  You are indeed trying to charge me for normal wear and tear.  I walked on the floors for five years, and then paid to have them cleaned.  The floors were used exactly as intended.  These charges are completely unreasonable and conflict with the Texas Property Code.  

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

• Initial Complaint

  Date:01/14/2025

  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 am a US disabled military veteran residing in ********************** at the whispering palms senior apartments for 9 years I have been hassle and bullied by the property manager there have many incidents of bad security and homeless trespassing thief and vandalism at my house and on my vehicles

  Business Response

  Date: 01/31/2025

  Thank you for sharing these matters with us.  We acknowledge your concerns and appreciate you bringing this to our attention.  Its important that our residents always know how much we value and appreciate them. Please be assured we will review your experience internally to address your issues and we will do everything we can to remedy them as quickly as possible.  We thank you for your service to this country and hope that you will give us the opportunity to serve you better in the future.  We always welcome you to contact us should you want to discuss your concerns further.
  
  Sincerely,