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:06/05/2025

  Type:Service or Repair 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.

  I moved out of the unit on 3/24/25. I had email communication with the manager of that property and was told that I would receive my deposit back within 30 days. Since said correspondence I have not received the deposit or any other information about my deposit from her. I have reached out to another property manager to discuss the matter and they let me know the manager I was corresponding with went on leave. He told me he would be looking into the matter for me. I have tried several times to contact him since then and have not gotten a response. Last response back from him was on 4/29/25. I left the townhouse in better condition than when I came into it. I also paid to have someone come in and do a move out clean. I want my deposit back. I will be filing a complaint with *** next.

  Business Response

  Date: 06/12/2025

  Spoke with Ms. ***** and verified details of deposit and move out.  Getting check cut today and overnighted to her new WA address.  Will follow up with resident by email and send tracking information for security deposit refund.

  Customer Answer

  Date: 06/13/2025

   
  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:03/14/2025

  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.

  Property Management Company will not return phone calls regarding complaints against tenants next door. The tenants are very disruptive and are throwing garbage right next to our window. I have contacted them to clean it up, but has yet to be done. They will also not respond to issues regarding drug activity in their building. As a result, we do not feel safe living next door. This company needs to be held accountable for their non-action. They are allowing criminal activity and behavior to happen on their property without any consequences.

  Business Response

  Date: 03/18/2025

  There is no property referenced.  I would like to help and provide a response but need to know which community this is related to so I can investigate.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23068559
  
  I am rejecting this response because:

  The address is ******************************

  Business Response

  Date: 04/17/2025

  I have tried to research this resident complaint and without specific information for the actual property where the resident resides, I am having trouble getting more details to provide a good solution.  I have an address but we manage several properties in that specific address so still not sure where the resident lives.  I have also attempted to contact the resident by phone to get more details and left a message but have not received any response.  i would like to get this issue resolved satisfactorily but will need more information in order to resolve and respond.  Thank you!

  Resident can reach me directly by phone or email if they would prefer.  ************ or **********************************************************************************

• Initial Complaint

  Date:11/15/2024

  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 moved into the ***************** 3500 So. ****** BLVD. Apt. 111 ********* ***** ON 07/15/2023. I gave a security deposit of $1058. I moved out of the ***. 09/26/2024 to **********************. I have tried to resolve this matter but with no results or explanation. I've contacted the *****************************-Envolve that is the management company. No result. I've talked to **** ******** ,part time on site manager**************. **** is unsure and doesn't have a definitive answer. I've given **** my change of address and left a message with **** -Envolve management company.The person who originally processed me when I moved into my apt. 07/15/2023 was ****** ****. Her email ******************************************* No resolution. Can you help me. ****** ********** **************, ************************** Thank you for your help.

  Business Response

  Date: 11/27/2024

  We are working to get this deposit paid out.  There were some adjustments made and a check was cut last week.  We apologize for the miscommunication and delay in paying out the refund for deposit.

  Customer Answer

  Date: 11/30/2024

   
  Complaint: ********
  
  I am rejecting this response until I know the Dollar amount to be refunded to me from **** - Envolve. The property manager wasn't present on the day I moved out. I had had four  witnesses to the  condition of my unit at *********** Apts.  and the movers. ***** unit ***********,***** unit 103, ************, and the movers, **** and *** ********* ************. In response to **** -Envolve . Case # ********. **** -Envolve stated they are making a check to refund my deposit . The note also mentioned with adjustments. I will close  this case when I  receive my full refund of $ 1,058.  
  Thank you for your time. 
  ****** Cristofano 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 12/04/2024

  After further review, the resident account has been corrected and a check will be cut and overnighted today to refund the full deposit along with a portion of the prorated last month's rent.  The total for the check will be $1345 and this check will be shipped overnight to the CA address that was given at move out.  We sincerely apologize for the delay on this and have resolved the accounting errors to get the correct amounts refunded to you.  Thank you for your patience and understanding as well as the follow up.

   

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22533241
  
  I am rejecting this response because: i was sent the check , however on the move out statement from Kings Point Apts in ****** *** it states 0 amount of rent was paid for Sept 2024. That's not true . I paid my rent from the Resident App on line each month. September 2024 was paid on August 30, 2024. And it also shows the recertification amount of what the rent would be . In all fairness to me back April 2024, I to the manager on duty with my paper work for recertification.  ****** **** was aware of it and was told another manager was taking over named *******.  She left and so it wasn't followed up. I'm thankful for the recent check received. I would like a note  from ******************** -Envolve stating , I don't owe anything . 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 12/17/2024

  Refund check was sent to resident.  move out statement attached indicates that nothing was due at move out.  If an additional specific letter is needed showing that no balance was due for a specific reason, we can provide that.  The resident paid a full deposit and was refunded his deposit after further review.  Account is closed out and no balance is due from the resident.  Resident moved out with no balance due and account has been cleaned up reflecting that as well.

• Initial Complaint

  Date:08/30/2024

  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 was contacted by the property saying I had been selected to reside at 1of there properties and was given a lease and 3 separate Keys to occupy the space/Basement 2 years later after the arrangement worked well Im being told I can no longer use the Basement I have accumulated boxes and possessions and give 1 Week to remove the Years of possessions

  Business Response

  Date: 09/06/2024

  Community Manager and regional manager have reached out to the resident in regards to the basement and personal items being stored there.  The lock was changed on the basement for some reason but the resident had the key.  The basement is not an area for residents to store items and unfortunately has become full and needs to have all items removed.  The lease does not allow for basement access and storage.

  The resident has had some issues with a leak in his apartment due to the unit above his having a leak.  The leak and damage to the unit has now been repaired with notice to the resident of access needs and repairs being made.

   

• Initial Complaint

  Date:08/19/2024

  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.

  Manager retaliated after I called the health **** because no repairs were done for over a month due to a flood and we sat with no light or heat in the middle of winter. Three months later I was served with notice for possession for noise complaints called in to the police by. Man who put a hatchet in my door and nothing was done about it. She ignored my request or a reasonable accommodation due to a disability to move units. We were repeatedly harassed by other tenants and she blamed us. In mediation we were told we could stay another six months to look for other housing and then served notice again for the same false noise violations a month later. ****** broke the law by illegally discriminating against us and is currently under investigation by HUD. We found an apartment complex ready to take us in and she sent them a negative reference that lied about the noise disturbances, which never occurred so we were denied housing. Mgmt is ignorant, incompetent, and criminal. Corporate was informed and did nothing.

  Business Response

  Date: 09/04/2024

  Due to fair housing rules and compliance, ****-Envolve can no longer respond on this BBB complaint.  Any resolution will be handled as a legal matter moving forward due to complaint being filed elsewhere.  Thank you.

• Initial Complaint

  Date:06/14/2024

  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 moved in here December of 2020 and the lady above me flooded my place from there on she has done so ignored that she was doing this including calling the cops and they did nothing about her as many times as I emailed and called to complain nothing was done my bed was ruined by water my clothes my health my children's health they are sick every other month as am I they ignored the fact I am here when I call to have something fixed they ignored me and my request to come fix my stuff in my apartment I was with out lights and heat for 3 months and had a hole in my ceiling for at least 3 or 4 weeks from water damage had to call health department on them many times they ignored the fact I had no lights no heat for me and my kids got the 3months till calling health department again they took 2 or 3 more weeks to fix it because they were issued a ticket for not doing their job this apartment building also has lead pipes that haven't been worked on at all including the mice infested apartment building they ignored me when i made a request nothing was done till I let health department was told by me, also when my lights was out the lady above me took a hammer or something to my box outside in back to mess with my lights I had told them because I caught her doing it with some guy and he told her that if it's not your lights and it's not your property you cannot cut out the lights. I had let them know that I don't have a job and they still want me to pay I have no resources of any help I had explained that to them. Today I was told my voucher has ended but I wasn't told till today that my voucher has ended they have bad communication even police know they don't answer ******************************* is a slumlord, and just don't do anything for the people in this building including me but one thats ******************* they help ******** is racist and has kicked out a family with kids before ***. When they paid rent, and she is saying that me and other tenants was never on the lease never seen'em.

  Business Response

  Date: 06/21/2024

  Our management team is aware of several issues that have been ongoing with this resident.  We have taken steps to resolve maintenance issues as well as rent payment issues.  Due to ongoing legal proceedings, we are unable to address some of the maintenance issues and due to fair housing laws, we are unable to address several comments in this complaint made by the resident.

  ****-Envolve management is working with ownership to resolve both the maintenance and the lease issues that are ongoing with this resident and this unit.

• Initial Complaint

  Date:06/12/2024

  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.

  ********************************************** have been without working HVAC for 2 years now. The city has been involved since December. The property management company **** keeps giving us contradictory information. We were told back in November that the problem would be fixed in days then we were told later that the entire unit needed to be replaced and now were being told that they just ordered parts to fix the current unit. *** lived here for 2 years and Ive never had HVAC for more than 72 hours at a time. Regularly it gets down to 50 in the winter in my apartment and 85 in the summer. We have been given portable AC and heat units, but the city has told the property management company that these are not sufficient. These are illegal stop gag efforts. Beyond that theres been a litany of problems with ****. We were originally told that security would be patrolling the grounds on foot from 6 to 6 every day. None of us ever saw the security person. Then we were told that we had to call security and they were only available from 10 to 6. The one time I called them, I never got a call back and the issue was never resolved. There have been serious security issues. For six months, the garage door was broken wide open and for another six months the front door was broken wide open. This allowed anyone from the nearby homeless camp to walk into our building. It is quite common for us to see syringes and crack pipes in the hallways. There have been tenants who have been assaulted. This issue is fixed now, but were still being lied to about security and we still dont feel safe. Just today we received a notice that our maintenance requests are now being handled through a third-party and we are going to be directed to virtual assistance who can walk us through the maintenance ourselves. The maintenance staff on site has a turnover rate of about three weeks. Management has put the safety, health, comfort, and well-being of so many low income families through their neglect

  Business Response

  Date: 06/21/2024

  Our management team is aware of the issues at this property.  We are working with the owners to get the **** issues resolved as quickly as possible with authorized vendors/contractors completing the repairs with permanent solutions.  This is a time consuming process and has been delayed several times due to waiting on parts and vendor delays as well as multiple issues where something would repaired and something else would then break down.  This is an ongoing and large project that is being addressed both with ownership and the city being involved.  

  The security issues at the property have also been addressed both with many repairs being done as well as adding extra security patrols at night and getting the city involved to assist with the homeless encampment issue in the city and a block away from the our community.  We have asked residents to be much more aware and assist in keeping the doors closed and locked to the buildings and not allowing people to walk in with or behind them if they don't have access to the building as a resident.  We still have extra security patrols at this community from 10 PM to 6 AM.  They do not sit at the door but patrol the community.

  ****-Envolve is rolling out a maintenance product/service that will assist our maintenance team in handling simple items that could be resolved without a maintenance tech coming into the home directly.  ************ will handle calls and requests and route them accordingly along with allowing for quick answers on things like resetting the garbage disposal by pushing the button underneath or how to replace a battery in a smoke detector.  The resident also will have the option to opt out and still have a tech come resolve the issue in person.  ************ is by no means going to take the place of a maintenance tech on site as we have a need and willingness to provide face to face service and repairs.  This is just another service add for our communities that has been largely effective across our portfolio.  We are actively addressing maintenance staffing issues and working to put a good team together to service our residents at this community.  

  As shown in the screenshots this resident provided, we are working with the city as well as the owners to address repair issues and maintenance issues both efficiently and effectively so that future repairs are not needed and we can be proactive in the future as well.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21839318
  
  I am rejecting this response because:
  
  it has now been seven months through almost -10  temperatures and up to 100 temperatures without a working ****.
  We still have been given nothing but false promises and deadlines that have passed. The direct property manager is even lying to the city which I have emails to prove.

   

  My latest maintenance request has been sitting with the office for 10 days and I havent even been reached out to about it. I followed up with the new automated maintenance system and I have yet to hear back.

   

  Beyond that the back door is still broken and it is wide open. You no longer need a key to get in the back door because it is broken open once again.

  everything you listed is once again is in need of either repair or replacement. Maintenance told the city that the **** would be replaced by July 1 to avoid future fines by the city. No work has been done and theres very little chance that an **** is getting installed by July 1. 

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

   

  original plans for replacement of the **** were submitted and approved over two years ago. They were never acted upon. If they were active, then we would not be in this situation now.

  Business Response

  Date: 07/16/2024

  The **** vendor has been at the property since end of June working on the system.  This is a process and takes time and vendor stated that they should have it up and running in the next 2 weeks.  DHA has been communicating with the city not the community manager.  Manager is not lying to the city in anyway, nor anyone else as we are reporting what is being done as efficiently and effectively as possible.  There was not an approval for replacement of the system 2 years ago as this is a more recent issue and repairs are being done as quickly as possible.  The vendor is making repairs and ordering parts and completing work.
  
  The door is not still broken but did get broken again and parts are on order and we have called a second vendor to get door repaired.  Residents should report issues as they find them and we are working to make sure there are no homeless people or other persons breaking the doors.  Security and safety is a high priority at this property as well as making the repairs to the **** system so that future issues do not arise. 

• Initial Complaint

  Date:02/11/2024

  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.

  The Mariposa does not provide a safe living environment nor does it adequately resolve facility maintenance. While walking into the building near the leasing office, I was chased by a man into the ****************** outside the leasing office. The man proceeded to push me against the wall, hit me, and attempt to remove my pants. He ultimately fled the scene. In the video footage, its evident that the door does not properly close which allows the attacker to enter the building. The police have attempted to request this footage multiple times via phone call. Their calls have been unanswered and unreturned. This is unacceptable. This is a severe safety issue and completely abhorrent behavior. There are no safe alternatives for entering the building. The side door remains open for nearly a minute. The garage door has been open and broken (allowing anyone to enter into the residences) for over 6 months. The leasing office door does not close properly allowing anyone to enter. The Mariposa also claims to have security between 6pm and 6am. After the police were called we attempted to contact the security team. They did not respond to the incident or attempt to follow up with me after the call was placed. When we spoke with management after the incident, we were told security only begins working at 10pm despite having shared multiple notices stating that the service begins at 6pm.

  Business Response

  Date: 02/21/2024

  After reviewing the information and getting follow up from the manager and regional manager, there have been issues with the doors at this property but they were fully repaired and operational with key fob access only as of 2/14/2024.  There is still an issue with the garage door but it is set to be repaired on 2/22/2024 with a new door.  We have been waiting on the vendor to receive the new parts and door for repairs to be completed.  The residents have been notified of the garage door issue and repair progress.  Letters attached.

  Residents have also received 2 notices in January 2024 about the security patrol on the property due to issue with the homeless in the area and other security issues.  There is a daily patrol on site from 10PM to 6AM every day along with posters all around the property with the security company number to call if needed, or call 911.  Security does a foot patrol only and does not drive around the property.  We have been and continue to address the security concerns on this property and provide notices to the residents as to the security measures and other things going on.  Residents are asked to notify management of any issues and also NOT to leave the doors open or open the doors for anyone.  If a resident does not have a key to get in, they need to contact the property office or security patrol for assistance.  Letters attached for notice of security patrols.

  It is our main priority to provide a safe and comfortable living environment for our residents at this property.  The manager is heavily involved and aware of the issues and making efforts to resolve as quickly as possible once notified.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21278770
  
  I am rejecting this response because:

  While it is disappointing that someone had to be assaulted in the building for management and the parent company to take action, I am glad to hear you have taken some action to repair the doors. The response does not adequately address the communication issues described. It took 5 business days to receive a response from management regarding the sharing of video footage with the police and management never conclusively shared that the footage was shared. (Email thread attached)
  
  The response also misrepresents the information shared with residents.The document dated 1.12.2024 clearly states, " Guardianship Security will be patrolling the property on foot between the hours of 6:00 pm- 6:00 am." While this inconsistency is not surprising, it highlights the types of issues residents regularly experience regarding building communication.

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

• 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.

  We have a large folder with pictures, emails, and other proof of just complete neglect from the management and **** management as a whole. there are so many homeless people. Here you would think this is a homeless shelter, and management does not care. Even though this is a family living community with a large number of disabled and children. we live at the Mariposa Apartments and ***** is the property manager and we have recordings of her blatantly, disregarding everything we say along with other peoples complaints. no one cares about the safety over here even when a child was shot and killed outside of our apartment window and the police dont come to this area because it is a low income area so they take on average to two hours to even show up. at that point, the child was already bled out on the street and deceased. if this was a luxury apartment, Im sure the Better Business Bureau would make sure none of that that I just mentioned happened. This is a company that should not even be allowed to run apartments, considering that they have no regard for low income, people or people of color or anyone with a disability. The apartment knowingly allows anyone with any type of criminal past here, including *** offenders. Once again, there are children who live here and *** offenders are not allowed to live within **** feet of children. She also allows drug addicts and alcoholics to openly do drugs and alcohol, and be publicly intoxicated on the property. They also make up their own rules, and will try to post them even though it contradicts the lease. There is absolutely no regard for safety considering I was nearly attacked multiple times by homeless people in our garage and in our own hallway. As the Better Business Bureau and apartment with this many complaints shouldve been taken care of but clearly, since we are considered low income and most of us are people of color you dont care.

  Business Response

  Date: 12/12/2023

  Due to fair housing laws, and other confidentiality guidelines, we are not able to specifically address all the issues mentioned here, true or not.  **** and Envolve takes property security and resident safety very seriously.  We manage many affordable and non-affordable housing communities and providing safe and sanitary housing is a priority at all of our communities.  This resident has given notice to vacate their apartment home at Mariposa and the notice has been accepted.  We are focused on maintaining a safe and clean community as well as monitoring lease violations with our current residents.  We have very strict and specific credit and criminal background screening rules for applicants to ensure that we are following rules and regulations as well as local and federal laws at our communities.  
  The Manager and other office staff have spoken with this resident multiple times about their concerns. The Regional Manager has worked with the site and discussed this overall situation with the property attorney.  All aspects of the lease and local law have been followed and proper notices served and discussed with those involved.  

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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.

  The forth floor washer and dryer One washer has been out of service since 7-21-23. I have sent two emails to the property manager "1st 7-21-23 "2nd 8-4-23 no responce no repairs. This has been going on to long they will tell you what you want to here and thats it. I'm fedup with these being out of order and taking my money because they can't and won't do basic maintence on the washers and dryers there are parts and componets still sitting on the wash room table and have been there for two or three months.

  Business Response

  Date: 09/07/2023

  Property owner currently owns the laundry equipment and has decided to go with a lease company in order to replace all machines.  A contract should be signed this week in order to get this process started and get all new machines in place for the laundry facility.  This will allow management to keep the machines maintained and in better working condition than before so that residents may take advantage of this amenity.

  Customer Answer

  Date: 09/07/2023

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