Complaints

This profile includes complaints for Simpson Property Group, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Simpson Property Group, LP

  7601 E Technology Way Suite 600 Denver, CO 80237

• 

  Simpson Property Group, LP

  8600 E Jefferson Ave Denver, CO 80237-1578

• 

  Ridgeview Apartments

  12800 Harrisglenn Drive Austin, TX 78753

• 

  Simpson Property Group, LP

  23425 Se Black Nugget Rd Issaquah, WA 98029-6916

• 

  Madison at Spring Oak

  4000 Spring Oak Dr Henrico, VA 23233-1076

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:08/01/2023

  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.

  There is an extra $689.52 charge on my bill for 9 days rent which I DO NOT OWE. There is no way to avoid paying this charge when using the Web Portal to my make my final lease payment. IS THIS YET ANOTHER SIMPSON PROPERTY SCAM?Also note there are still trash cans littered in my walk way despite being told by the leasing office they have resolved the problem, which is clearly a lie to me. THIS IS THE WORST MANAGED AND MAINTAINED PROPERTY I HAVE EVER LIVED IN. The entire 12 months I have lived at this property trash cans have been littered 24/7 in the walk way to my apartment with rancid garbage left out for days on end and unhealthy stains from leaking garbage bags every where.

  Business Response

  Date: 08/01/2023

  Hi ******************** thank you for taking the time to leave your feedback and reach out to us via the BBB. We are sorry to hear of your frustrations and apologize for any confusion around your move-out statement. We were unclear as to your plans at the end of your lease, so your apartment was not put on a notice to vacate. This issue has been corrected and your move-out statement should now be accurate. We want our residents to feel supported and taken care of at our community, so please let us know if we can answer any additional questions. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20404829
  
  I am rejecting this response because:

  1) If you carefully read the many notices I sent to your leasing office in the past **************************** writing I would never consider extending my lease and I would be moving out asap.  I attached one of them as an example given to your leasing office starting in June and forwarded to you via the BBB.  I was also given written notice that I was being forced to move and I would be evicted if I stayed pasted Aug 22, 2023.  After I mentioned this notice that you would not extend my lease via our BBB correspondence I was told this notice was given because the apartment was being renovated which seem illogical because the apartment was renovated right before I moved in.  Being my rent was paid on time every month the only reason I can imagine that this move out notice was given must of been because I demanded what I was paying for and didn't accept endless excuses for the failures of your management and maintenance staff.   

  2) You did not address the continued issue with trash cans being littered 24/7 in my walk way.  The trash cans are still littered in front of the building and in the walk way to my apartment.  Attached are 2 images that I just took on 8/1/23 at 2pm.   You leasing office stated in writing the issue was addressed and resolved.  It does appear 1 tenant that told me everyone was laughing at me when I told them I was embarrassed to have guests over because I live in a garbage dump appears to have stopped placing their trash bins at the base of my stairway.  The entire years time I lived in this apartment trash cans have been littered in my walkway 24/7 and endless piles of rancid smelling garbage bags have been left out for days on end.   Your leasing office just ignored the problem/complaints for 11 months until I posted weekly images on the front door of your leasing office for last 5-6 weeks in a row and forwarded the complaint again to you via the BBB.  

  3) I am requesting compensation for the failures of Simpson Property Group.  

  ps.  The few times I came near the leasing office door just before 10am and bumped into your leasing staff I was always greeted with "We are not open", not a single hello or please come back after 10am.  Per your advice to get the kitchen lighting fixed, when I attempted to speak to your maintenance worker his first words were "I don't have time".  Never a hello, how are you or what can we do for you today.  

  Thankfully the BBB exists and most all my issues have been clearly documented starting from the first month I moved into your property.
  
  

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

• Initial Complaint

  Date:07/15/2023

  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.

  Simpson Property Group has failed to offer a livable environment.Currently the smell of garbage bags left out in the direct path of the entrance to my home for days at a time in the high heat is sickening. The lease violations have been reported repeatedly to the onsite management as recommended by Simpson Property Group **************** and with no results in producing a livable environment. The horrible management and maintenance of The Meadows at Meridian Apartments has prevented me from inviting guest to visit out of embarrassment that I live in a literal gross smelling garbage dump.The Meadows at Meridian Apartments are the worst managed and maintained property that I have ever live in. Ensuring the issue wasn't isolated to myself I questioned others and every person I have spoken to dislikes the employees of Simpson Property Group and all have like issues. My emails sent to the property management are ignored, when reporting issues with the property, I am told there is nothing they can do to make things right, told make repairs myself or some other excuse is made. When I spoke directly to maintenance staff I was told they have no time to assist me.

  Business Response

  Date: 07/17/2023

  Thank you for letting us know about the ongoing situation.We have sent the photos over to our trash vendor as well as our maintenance team addressing this. We also sent a flyer to the entire building concerning the policies on placing trash out and bringing the receptacle back into their apartment. Please do not hesitate to contact us directly if you'd like to discuss this further.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20326017
  
  I am rejecting this response because:  After 11 months of having to deal with the garbage piled up outside my apartment door this is the first response that any action might be taken.  The garbage issue has been occurring for the past 11 months since the first week I lived on this property.  When I noted the issue on week 1 that trash was not being removed and sat out all week I was told "There nothing we could do about it" and "We are having troubles hiring anyone".   From day 1 your tenants have not followed lease agreements written by your lawyer and your management has refused to enforce the agreement.  I have repeatedly notified YOUR CORPORATE OFFICE of the problem via the BBB which go back many months in time, to the property manager onsite with multiply postings on the office door, through your web portal to the maintenance staff and as a portal message and posted notes on my garage door.  This last weekend with the summer heat the rancid smell is unbearable as trash was left out for 3 days in the 90+ degree weather directly outside my front door.   I have not been able to invite guest over because it is embarrassing to live on this property as it is a literal a garbage dump with bags of garbage left out for days at a time and direct path to my door is littered 24/7 with trash cans.   YOUR CORPORATE OFFICE via the BBB told me to speak directly to ************** of the property who in the past I feel have profiled me and committed elder abuse.   That is why I have only posted notices, tried to communicate using the BBB and through your web portal.  It is not safe speaking directly to anyone on your property.  I spoke to one of the tenants directly about the trash and they told me "Everyone is laughing at you".   Your office "*****" may have even notified the police because they did not appreciate hearing my repeated complaint.  I broke no laws.   

  You can find the three notices that I posted on your complex's office door attached to this response with images.  I also have lots more images of the messages posted on your portal and of piles of garbage that I shared with the property management repeatedly over for the past year.  Nothing to date has been done to resolve the issue.

  Then add the compound of other issues:
  

  1)  Initially at move in my toilet didn't flush until I made repairs myself because your maintenance staff refused to fix the issue which took me over a month to figure out the value inside the toilet was not opening correctly.  Your maintenance staff told me to replace the toilet myself.  The toilet seat also currently does not fit the toilet bowl giving me sores on my legs.

  2) The overhead lightening in my kitchen did not work for about a month and your maintenance staff initially refused to fix it telling me that was because I did not click a check box on your portal to allow entry at anytime to make the repairs.   I am dealing with cancer and have to be careful because of the virus.  Plus I've been working with secure data for the US Government, SpaceX and my business that I must protect.    YOUR CORPORATE OFFICE told me to speak directly to your staff and when I did speak to your maintenance employee I was told "I do not have time".  I even requested to borrow a latter so to make the repairs myself because it was not acceptable living in the dark for a month.  After a month of complaints using the BBB and your portal the contractor who installed the lighting eventually made the repairs.  Despite noting at the time of the complaint to please wear a mask before entry they initially did not.

  3) The drying never functioning correctly, the automatic garage door not closing, the doors swelling and not closing correctly and the long list of other flaws on my initial inspection report are just annoying.  

  4) When I initially moved in I attempted to use email to communicate to your management staff, my emails were not responded too.   Because of the horrible treatment and unacceptable responses to problems that have occurred while living on your property that is why I have been insisting all communications be in writing.

  5) I received a notice saying if I do not move out at the end of my lease I will be evicted.  I have done nothing wrong, just rightly complained about issues with your property and how I was being treated.  I look forward to getting out of this literal garbage dump asap.

  When I moved out next month, even after cleaning the apartment I am expecting to be attacked with fabricated cleaning charges.  How can anyone trust Simpson Property Group to be fair.

  I am due Compensation.

  Sincerely,
  

   *******************************

  Business Response

  Date: 07/26/2023

  We have done everything that we can to appease ******************** and his concerns, and he is planning to move out of his apartment home next month.We have chosen to non-renew his lease as we are undergoing renovations on the property and his apartment is scheduled to be renovated. Regarding the outstanding maintenance requests, in order to assess and make the proper repairs, our maintenance team needs access to his apartment home, which he has refused. Our team is unable to do virtual maintenance repairs. With regard to the trash issues, our trash vendor, Valet Living, has been short-staffed and we acknowledge that this has presented some issues for our residents. Weve been in continuous communication with our residents on how to handle excess trash in the meantime and we are also addressing this with our trash vendor. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20326017
  
  I am rejecting this response because:

  What actions has the Simpson Property Group taken to date especially with trash cans and garbage?  

  1) No action has been taken to stop the piling of rancid garbage in the direct path to the entrance of my apartment.  I have supplied to the Simpson Property Group images of rancid bags of garbage left out all weekend for the past 5 weekends in a row.  This issue has been a problem for the entire past 11 months with ZERO action taken.   There are also tons of stains from garbage everywhere which are also clearly a health hazard.  I have never been able to invite guests over out of embarrassment that I live in a garbage.  Read your own lease and realize how much emphasis your attorney made in regards to trash and then recognize your complete failure.

  2) No action has been taken to stop the tenants from leaving trash cans in the direct path to my apartment 24/7.  Just took a video of the entry to my apartment at 10:45am on a Thursday that clearly show multiple trash cans in the middle of the day in the direct entry path to my apartment.

  3) When I posted many complaints around 10 months ago using the BBB I was told to speak directly to the property manager.   After being profiled and receiving elder abuse I do not feel safe speaking directly to the management staff.  I send multiple emails to the property managers and I received no email responses.  These are the reasons why I now communicate through the BBB.

  4) I have never refused entry into my apartment to make repairs other than not clicking a check box on the property's portal *****ing 24/7 access, this again is because I am dealing with cancer and sensitive data on my computers.  Even asking your staff to wear mask when entering my apartment they did not and I cannot be expected to pack up all my computer equipment each time I leave my apartment.  I did make the suggestion you add the ability to define a time frame window to perform maintenance to your portal.  What I did not ***** is unabated 24/7 access into my apartment and I required a set time when I was on site. What I did attempt to do is to have all communications with the Simpson Property Group be completed via the BBB. This is also well documented.  You also have my phone number.

  5) The apartment I am in has already been renovated.  Why I would never renew a lease at this gross property which is managed & maintained by a horrible staff and I believe the reason for non-renewal is because I complained about: Piles of garbage in the entry way to my apartment, trash cans being littered everywhere 24/7, my garage door not functioning, my toilet not flushing, the overhead lighting in my kitchen not working for about a month, complained about the package delivery scam I was forced to paid for that was never explained and I never used, my drying not working correctly, submitted a long list of move in defects, complained about being profiled by asking me how much I alcohol I drank and when I repeatedly complained about property issues listed I believe the police were contacted, and lastly elder abuse which I believe is criminal that I have yet to describe in any detail.

  There is a long list of complaints in the public domain about the how terrible the communications are between tenants and the management of the Simpson Property Group.  The first day on site when viewing the property I was witness to a conflict a tenant had with the property manager.  All the tenants and those contracted to work for this property have told me they dislike the property managers, never a kind word ever was mentioned.

  Your insulting delusional response is a perfect example of the how awful tenants are treated.  Again, what did you do to stop the piling of garbage and trash cans being left out 24/7 in the direct path to my apartment? 

   

  Sincerely,
  

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

  Business Response

  Date: 08/09/2023

  To address Mr. ********* trash concerns, we took the following actions:
  1. Contacted Valet Living, our trash vendor and they came out and picked up the trash.
  2. Contacted the residents where trash cans were left out, reminding them of ***************** and requirements.
  3. Picked up trash cans that were left out.
  
  We apologize for the dissatisfaction that ******************** has had living at our community and as he continued to be unhappy, we offered him the option to move out without any penalty. We have worked hard to address his concerns and wish him the best as he moves out of his apartment at our community this month.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20326017
  
  I am rejecting this response because:  The Simpson Property Group is incompetent in managing, maintaining, billing and are insulting to a tenant's intelligence.  Trash cans are STILL left out 24/7 in the direct path of my apartment.   It took 11+ months for the property manager to even acknowledge the issue I have been reporting repeatedly since the first week I moved into my apartment.   All my complaints are well documented on the BBB website starting 1 year ago with images and I have made/filed dozens of complaints over the last year.   I had to post complaints with images on the front door of the leasing office for 6 weeks straight to even get the the property manager to acknowledge the leaking rancid smelling leaking garbage bags being left out for days on end and trash cans being littered 24/7 directly outside my front door and along walking to my apartment.  I LITERALLY HAVE LIVED IN AN EMBARASSING GROSS GARBAGE DUMP FOR THE ENTIRE PAST 12 MONTHS AND HAVE NOT BE ABLE TO INVITE GUESTS TO VISIT OUT OF EMBARASSMENT.

  Simpson Property Group has failed me repeatedly and ALWAYS pass blame.   The garbage problems could have been corrected on week 1 if the property manager would have followed the remedy contained in the lease I signed created by your legal department.  The garbage issues is just one of MANY problems that I have had to deal with.
  

  Again, I am requesting compensation in the form of a refund for the long list of Simpson Property Group's FAILURES and ABUSE!

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

• Initial Complaint

  Date:06/20/2023

  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.

  There was a fire on 2/21/23 in Apartment 602 at the ************************* Apartment Complex (Simpson Housing). My 502 apartment was damaged extensively by the sprinklers, resulting in loss of 90$ of my furniture and electronics. ************************* had allowed the 602 tenant to live in the building with no renter's insurance (since November 2022). Because of this lease violation, my personal insurance policy had to be used ($25,000). They also provided my contact information to ServePro, without my permission. ServePro had been doing water removal so when they contacted me, I thought reviewing the contents was just the next step (provided by *************************). Instead, I received a bill for $11,098 from ServePro. There is only about 7K remaining on the policy, which I had allocated to cover furniture and electronic items that were lost. If ************************* held the tenant to the lease (and not given out my contact information), none of this would be my problem. Instead, I am facing financial ruin and an inability to replace that were lost due to no fault of my own.

  Business Response

  Date: 06/28/2023

  ************** is correct that there was a fire incident above her.  Unfortunately, the amount of insurance she procured did not cover the expense of the damage to her belongings.  Although the responsible resident did not have insurance at the time, does not negate that she can attempt to collect the amounts owed from that resident.  With that being said, we are willing to work with ************** and have been in contact with her regarding the situation.  We hope to have a compromise in the next couple weeks. 

• Initial Complaint

  Date:05/22/2023

  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 lived in a Simpson Property about a year ago. Recently while checking my credit report I saw that there was a collection account from an agency related in regards Simpson. When I inquired, I was told that I owed money related to some wall damage. I was never notified of this charge by Simpson Property or the collections agency. I asked the property why I never received any communication: a phone call or an email. If I owed Simpson money I would assume that they would take every effort to collect. When I spoke to the complex (the employees were very kind and helpful as much as they could) they informed me that the communications were sent only via mail and confirmed with me that they had the correct address on file. I never received any letter from Simpson or the collections agency they work with. I asked if they could confirm with me and send me a postal receipt or contact information to Simpson's procurement department to confirm these were actually mailed and to possibly take the next steps with the post office. I was told that they have no such thing and that they simply put the envelope in the mail. I am currently attempting to apply for graduate student loans and this issue could impact my ability to get an education. I received no communication regarding outstanding debts and cannot get any receipt that these letters were indeed mailed to me. Again I would like to reiterate that the employees I spoke with at the property were very kind and as helpful as they could be. Simpson, please reach out to me so I can go to school and get this issue resolved. It is unimaginable why Simpson would not have made contact with me if I truly did owe them money.

  Business Response

  Date: 05/31/2023

  Thank you for taking the time to reach out to us through the BBB, ********. It is never our intention to provide confusing information that leads to a misunderstanding. After confirming your forwarding address, our assistant community manager mailed your move-out statement to the forwarding address that you provided. This statement was not sent back to ** as undeliverable via ***** Additionally, we provided you with the letter history from our collection agency with the dates and type of communication sent. Weve included this information again with this response. Please let ** know what clarification we can provide and what additional questions you have. You can reach us at ************ or *************************************************

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20090492
  
  I am rejecting this response because:
  

  Simpson Property Team, I appreciate your prompt response. Unfortunately I never received these communications that were outlined in the attachment. This attachment does not serve as proof of delivery, or evidence of mailing, of my move out statement or any communication. According to section **** of my Lease agreement (attached), I was to receive this within 30 days of moving out. 

  I received dozens of communications via text, email, and phone regarding other items while living at Skyhouse and was a great resident who always paid on time. It would be extremely out of character for me to miss something like this. Also curious to know why I was the only one hit with such circumstances as my previous roommate was on the lease as well. 

  Even if I paid this debt that I allegedly owe to the collections agency, they do not remove these notices from my credit report (if I request) and I will still unfairly be impacted while applying for student loans to go back to school. I am more than willing to work something out with ******** as my credit score is my main concern. 

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

  Business Response

  Date: 06/09/2023

  Hi ********************* your lease, final move-out statements are not required to be sent via certified mail and since we did not receive your statement back via ***** we were unaware that you did not receive it, therefore we did not reach out to you about your balance. Our collections agency, ***************************** attempted to collect the balance from you prior to it reflecting on your credit. We apologize that it has gotten to this point, but unfortunately this could have all been avoided if you had responded to Hunter ********* request for money or reached out to our team after receiving notification from *****************************. If youd like to continue this conversation, please contact us at 214-446-3881or *************************************************

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made a purchase in March. The item was said to be received on March 23rd. I picked the items up on March 25th (I received several other packages and one of the packages said to see mgt). I went the following day, one of the office workers went to the locker and checked my unit and said that it did not show my unit having any packages. I was told to speak to the mgr. who had access to the lockers and could open the lockers and check it. I went in the following day and spoke with her. She told me that looking through the locker would take her all day and that it was more than likely not sent because during ************** was claiming to have shipped pacakges that were not. I mentioned that it was not Christmas and I would like her to open the lockers so I can get my package. She said she didn't want to do that because that would cause issues with other residents who would wonder why mgt was going through the lockers. I suggested that she write an email asking residents to pick up their packages within the next x days because she needed to go through the lockers to check for a package. She did not like this suggestion. I followed up via email explaining that my package is important to me and while it is an inconvenience, this is within her purview to fix. It is just infuriating that people are in the office supposedly to help and go out of their way not to.

• Initial Complaint

  Date:02/20/2023

  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.

  I moved into a "luxury" Simpson Housing apartment (Flux Apartments in ***********, **) in August of 2022 and have since experienced countless maintenance issues. Starred items have been unresolved since move-in. These include, but are not limited to:-Low water pressure at kitchen faucet, bathtub, shower head, and my washing machine and dishwasher are all running water at low pressure -Excretion of mineral deposit buildup at above water sources -Leaky faucets with little temperature control*-Odorous, leaky garbage disposal (not functional, rendering the kitchen sink and dishwasher not functional, despite numerous maintenance requests)-Dryer "check vent" light on, and dryer does not adequately dry linens, sometimes turning off mid-cycle*-Wobbly bedroom fan with no light bulb cover*-No screen on my balcony door*-Caulked-over mold growth*-Dirty carpets*-Disintegrating, flakey plastic cover on bathroom vanity lights*All of these issues have been communicated to management at least three times each over the past two months at minimum. Maintenance staff often enters the unit, dismisses the problem, and leaves the unit without doing any work. Staff also says that certain things cannot be fixed which I do not accept. On more than one occasion maintenance staff has admitted a lack of expertise and an inability to solve these problems. Maintenance staff has also remarked that I received the apartment in poor condition or that other units, including their own, also have these issues. The property manager has stated he wants to move out.Management does not respond in a timely manner to phone calls or emails, including on urgent matters such as power outages or water main breaks. Emergency maintenance is unresponsive and I have reached out to the corporate office. I am tired of spending over $1700 a month on a one-bedroom apartment in a modern, luxury 11-year-old building with these issues, and I expect for these issues to be remedied.

  Business Response

  Date: 02/24/2023

  Hi *****. Your feedback is greatly appreciated, and we sincerely apologize for the condition that your apartment home was in when you moved in. Your move-in took place during a management change and since then, we have a caring and customer-focused team in place to help us improve as a business so that you do not continue to have these problems. We know you have spoken with ******* and she informed you that our team will be walking your apartment next week at a pre-scheduled time that is convenient to you, to ensure all of your maintenance concerns are taken care of. We value your feedback and want to ensure our residents feel taken care of here at Flux Apartments. Please contact our office at **************************************  or **************, or kindly stop by during our business hours so that we can address any further concerns with you directly.

  Customer Answer

  Date: 02/24/2023

   
  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:01/23/2023

  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 moved into the Mira ***** Apartments in September and since the beginning, we have had issues with the community management. When having our month of October rent ********** of the managers, made a comment referencing that our ***s in our apartment were aggressive. Never once have they shown even the slightest amount of aggression. This followed when I told him I was not going to just allow his maintenance into my home when I wasn't home as we have two dogs in the house and as an extra safety measure for everyone I wasn't comfortable with doing so. When turning in our filled-out *** paperwork for the second time he made a handful of comments about how everyone has an *** and how apartment complexes are losing tons of money for the lack of pet deposits and pet rent each month. From a household that relies on their ***, this is completely inappropriate and unprofessional. Starting in the month of October through January now, the complex claims to have not received a portion of our rent even with our bank statement reflecting otherwise. We are still being charged pet rent even after sending our *** paperwork to the office multiple times. The way the whole leasing team speaks on the matter is highly unprofessional when they act as if they don't know what I'm talking about when I have to bring everything to their attention multiple times before they start to take any type of action.,

  Business Response

  Date: 01/26/2023

  Hi *******, thank you for reaching out to us through the BBB. We value your feedback and want to ensure our residents feel taken care of here at **********. In reviewing your account with you, your rent payments are being deposited to ************* Services); we do not show any current or expired Recurring Payment Setup and we understand you are working with your bank to investigate. Regarding your pet charges, since you and your roommate did not bring the necessary *** paperwork for your animals at move in, you were charged a pet deposit and pet rent until this paperwork was received. Please contact our office at ******************************************* or **************, or kindly stop by during our business hours so that we can address these concerns with you directly.

• Initial Complaint

  Date:01/03/2023

  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.

  ******************* apartment property should provide a safe and peaceful living space, they have not. People have been smoking since 10/18/2021 and I have been emailing the manager and the assistant manager and all the staff knows, and this issue has not been dealt with to stop it. The manager recommended that I should get evidence of people smoking, I find that ridiculous because first of all its illegal for me to take pictures or videos of other residents in their apartment. The manager has told me that I can move out but why would I?, I am the one being affected I shouldnt be moving, they need to find the responsible people and move them out. The manager said she knows who was responsible and she would file for eviction at the end she did not go through with the eviction because her lawyers told her she cant do that. Which I also think its ridiculous. On of the last emails the manager basically told me theres nothing she can do. And my apartment now has a horrible stench of smoke that does not go away and that has been affecting my health, and according to the Fair Housing Act I am not being provided with a peaceful or safe place that I am paying for.

  Business Response

  Date: 01/04/2023

  Thank you for reaching out to us through the BBB and we appreciate you providing your feedback, Rubisel. We are sad to hear of your dissatisfaction with your experience while at our community. While we do have a no smoking policy, paragraph 11 of your lease agreement which Ive attached indicates that There Is No Warranty of a Smoke Free Environment. As you indicated, you are able to move out if you remain unsatisfied with your apartment home. We strive to ensure everyone in our community has a place they love to call home and we have done everything within our legal rights to assist with resolving this issue. Please reach out to our office directly at ************ if youd like to continue this conversation.

• Initial Complaint

  Date:11/24/2022

  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.

  This is a complaint for ************** who are trying to charge me for drywall repair stating that it was bathroom cleaning. The invoice they sent me for $75 says "minor drywall repair through-out as needed" (attached). When I said I hung nothing on the walls and would not pay for regular wear and tear of > 2 years, they stated via e-mail: "I reached out to vendor, and they stated Drywall on their invoice, but it was actually the bathroom wall. They don't have a specific line-item description for bathtub cleaning and repairs, so it was for that." I don't buy this. Before moving out, I asked them about 1BR apt cleaning fee and was told if I didn't leave any trash, it was $150. I was charged $150 for it and paid it. Now they say $150 was for the kitchen only and this "drywall fee" is the bathroom cleaning. All correspondence on emails. I asked for a corrected invoice, but they were unable to provide it. Again, I am not paying $75 for drywall repairs unless I am provided with a correct invoice. It is a very small amount, but I will fight this as I am tired of their dishonesty.Their professionalism and honesty have been in question since they told every tenant they were the only ones having mice issues when in fact many apartments were swarming with mice. Since they hid my neighbor was carjacked at gunpoint in their gated garage. Since people's cars were getting broken into (mine 3 times) because they were too cheap to install a single camera in any level of the 5 level "gated" garage in the "luxury" apartment complex. Moreover, they are opportunistic people who charge %10 of rent for 1 day late rent just a minute before sending an email saying my autopay somehow got dropped. See ****** reviews. There is a lot to say, but I'll cut it here. I want the $75 "minor drywall repair" removed from my bill or a proper invoice sent to me. Since when drywall companies clean bathrooms? What company is this so I can ask for a proper invoice since the office cannot provide it.

  Business Response

  Date: 11/28/2022

  Hi Isik. Thank you for taking the time to submit your feedback through the BBB. We are sorry to hear of your frustrations and apologize for any confusion around your move out.As you were not ready to vacate your apartment at the end of your lease, we extended an extra courtesy day at no charge for you to finish moving. As documented by the attached photos, your apartment was not clean and as a result, our maintenance team was required to clean the apartment which led to the $150 cleaning fee. In addition to our cleaning fee,our vendor charged us an additional $75 for an extra clean and drywall fix on your apartment. As a result of you not vacating the home on the promised date and the apartment condition, were unable to remove the additional charges. If you would like to reach out to us via email to discuss this further, please do so at **************************************************,or give us a call at **************. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18460472
  
  I am rejecting this response because: I am not paying for drywall fix which your invoice clearly states. The pictures you attached does not mean anything, it shows cleaning is needed. No-one denied it. You told me without trash left behind cleaning was $150 dollars and I have not left trash behind and have gladly paid the cleaning fee. 

  This invoice is stated "drywall fix through-out". There is nothing on it that says cleaning. Sorry, I am not paying for your regular wear and tear unless you give me an invoice for cleaning from the vendor. The vendor clearly states it is drywall fix.

  Moreover, I did not leave the apartment a day late (I have proof of text exchanges with your staff) and that is the reason I could not clean the fridge and oven and I paid for those. As you well know I wanted to leave a day late and clean it, you said "no there were vendors coming the next day and they could clean it for $150". Therefore, I left as is and already paid your $150. 

  There is no reason for me to believe that $75 charged for drywall repairs as it states on the invoice is actually for cleaning. Prove that, give me an invoice that states that and I will gladly pay it. WITHOUT A PROPER INVOICE, I refuse to pay.

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

  Business Response

  Date: 12/08/2022

  We are sorry there continues to be confusion around your move-out charges, ****. As weve explained to you, our vendor sends a bulk invoice for their charges and we had to do a significant amount of cleaning to get your apartment ready for the next resident. Please contact our office directly at ************************************************** or ************ if youd like to discuss having the fee waived.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18460472
  
  I am rejecting this response because: Not sure what confusion you are referring to. Facts are facts. And, there is no confusion. If I were you, I would stop lying as it makes you look disgraceful.

  Let me remind somehing for the umpteenth time. You tried to get me pay your vendor's charges for dry wall repair, right? And, then lied that it was for cleaning, right? How else would I get a hold of the drywall invoice you sent which I had attached to the initial complaint.

  Next time you want to lie, You should cover your bases better. You tell me I vacated the apartment late and then send me a drywall repair invoice for 10/4/22. Guess what? That happens to be day after my lease ended. You are so shameless and not worth my time. Best I can do for your potential tenants is to write reviews about your unprofessionalism and disgrace so others do not suffer.

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

  Business Response

  Date: 01/03/2023

  Happy New Year! Our records show that you have paid the remaining balance on your account, so we are considering this matter closed and we wish you the best in 2023. Please contact our office directly at ************************************************** or ************ if youd like to discuss your account further.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18460472
  
  I am rejecting this response because: Your are not worth my time. You are a disgrace. I will continue to review your business across the web and tell everyone how deceitful your business is. I hope you get what you deserve this year aka get car jacked and live with mice and deal with a landlord who conveniently ignores. Moreover, I hope you stop lying and deceiving people into paying your regular wear and tear with made up invoices. Shame on you. I am not closing this matter. This for that person named S* next time before you lie about someone leaving late make sure you check the date on the invoice you sent does not prove you are lying. 
  
  
  Sincerely,

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

• Initial Complaint

  Date:11/01/2022

  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.

  Maintenance issues reported 1) The garage door did not close. I reported the issue to the management staff and issue was ignored. Had to make the repairs myself.2) Toilet would not flush, clogged constantly, toilet seat does not fit the toilet, flushing did not clean the bowl, and had to hold the handle down for 5 seconds for it try and remove waste. Reported the problem multiply times to the management and was ignored. Discovered the property had a "maintenance" portal and reported the issue there multiply times. Was contacted the first time and told I could buy a new toilet myself. After being repeatedly insulted I repaired the toilet flushing issue myself as I discovered the toilet was not installed correctly.3) Overhead light in the kitchen does not work and hasn't for over a week. Reported the issue to maintenance and management multiply times and to date have been completely ignored. 4) The contractual trash service is not honored by ALL my neighbors. My entry way for days is commonly filled with my neighbors trash bags and boxes. The trash service commonly does not always pickup per the schedule defined or remove the trash left for them. Again leaving bags of stinky trash everywhere for days. The cheap trash cans we are forced to use are gross and belong in the PJs. Tenants are forced into being garbage men/women to make the property owners happy, and nobody wants the job!5) The property enforced a $17 month package delivery fee which nobody used.There are even more issues......

  Business Response

  Date: 11/02/2022

  Hi ******* thank you for taking the time to leave your feedback. We are sorry to hear of your frustrations and apologize for any confusion around your maintenance requests. In order for our maintenance team to make the necessary repairs, we need access to your apartment which you have refused. Our team is unable to do virtual maintenance repairs. Our trash vendor, Valet Living, has been short-staffed and we acknowledge that this has presented some issues for our residents. Weve been communicating via email how to handle your trash in the meantime. Please let us know if you have not been receiving these emails. As of November 1st, the ********************* has been cancelled and residents are no longer being charged for this service. We want our residents to feel supported and taken care of at our community, so please get in contact with our leasing office at ************ so that we can answer any questions.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18341728
  
  I am rejecting this response because:

  It is clear to me tenants having to poo, see in the dark and having to depose of trash is an inconvenience to your property.  Communications with other tenants tell me my issues are not isolated to just me.   If tenants are treated this horrible I am sure this property owners treat its employees even worse.   It is clear nobody likes working at this property and doing as little as possible is the norm.   After being insulted so many times do not ever expect me to phone your office.  Was even caught in the middle of your office staff getting into a conflict with another tenant, where the other tenant stormed off extremely angry.

  1) This is the first correspondence you have made to me about the kitchen light as you have ignored all 4-5 earlier requests to date that all included my phone number.  I originally noted in writing you can have someone repair the fixture if they wear protection from giving me the virus, ******* people a day are still dying.   So I am calling BS on your response.  To me you obviously do not care about anyone's health, well being or quality of life so cut out the generic excuses as they are not accepted.   Common customer service parroted talking points:  "We are sorry you feel that way" and "We are sorry for the convenience" 
  

  2) I want to be compensated a standard plumber and garage door service fee of $600 for having to fix the garage door and correctly install the toilet myself after being told if I don't like how the toilet worked I could buy my own.  Just like the light fixture the first few repair messages sent to your office were ignored.   ARE YOU GOING TO BLAME ME FOR THAT TOO!

  3) You make excuses rather than pick up the trash your royal yourself.   You are in violation of contract with regards to the trash service.   I sent you images of piles of trash left out yesterday and again today trash and cans are left outside which I have photos of.  I literally live in a garbage dump.  You cannot hire anyone to pickup the trash and you can not get tenants to honor the terms of their lease.  Nobody wants to be your be garbage collector service, including the tenants.   I do not blame my neighbors as the trash service is horrible because the property does not want tenants to have trash like normal human beings.    *** services *****, because nobody want to have smelly trash inside their apartments for days and none of my neighbor want the cheap tiny plastic trash cans in their apartments which you can see are always littered at the entrance way.   Stop being greedy, get dumpsters and plan on your customers to throw large items away and not have them break down every box into 6" squares.   Stop wasting our time, stop treating tenants like we work for you and having us live in a garbage dump.   I will check the lease to see it included a $25 monthly trash fee.

  4) I see your delivery service as a scam and a class action suit should be filed.

   

  *** owners of this apartment complex made 10s of millions the last couple years by their property values sky rocketing.  Yet the owners are still not happy with their profits and would prefer to treat everyone like c*** so to line their pockets even further.   I called your corporate office and as expected they did not answer the phone or return my call.
  

   

  In your BBB response you blame me or someone else for all your failures. *** sucking never stops!
  

  
  

  Not accepting excuses,
  

  
  *******  

  Customer Answer

  Date: 11/07/2022

  Would like my response to include the request that the apartment complex schedule a time to complete the repairs of the overhead kitchen light and insure me the repair person wears a mask via the BBB.  Speaking directly to the office is the problem, not how anything is going to get resolved, I have seen and experience first hand how rude the people that work here can be.   Filing a BBB complaint was the only way they even acknowledged my need.

   

  I would also request that the following two issues be recorded in the public domain of my complaint.

   

  1) At move in I was asked how much do I drink.  I would guess is only asked to men.

   

  2) At move I was pressured to sign a blank apartment inspection form.

   

  I believe these practices are illegal and have to stop.