Complaints

This profile includes complaints for Monarch Investment & Management Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monarch Investment & Management Group, LLC

  2195 N State Highway 83 Franktown, CO 80116-9664

• 

  Heritage Estates Apartments

  9196 Heritage Dr Saint Louis, MO 63123-4128

• 

  Monarch Investment & Management Group, LLC

  9950 Pointe South Dr Saint Louis, MO 63128-1000

• 

  Westchester Village Apartments

  941 Clubhouse Ln O Fallon, MO 63366-7622

• 

  Village Royale

  5602 Duessel Ln Saint Louis, MO 63128-3895

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:09/12/2022

  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.

  There was mice bait placed back in July, Ive been complaining of a dead mouse smell thats coming from the vents. No one from the office seems to smell it ever but my kids myself and friends smell it someone was supposed to come check the vents there are now maggot flies all over my home!!!

  Business Response

  Date: 09/14/2022

  **************** vents have been inspected on several occasions by numerous employees. Her air filter was replaced on 9/14/2022. Although there are no indications that there are pests in her vents, we will be sending a contractor out to inspect **************** air ducts and clean them if deemed necessary. In addition, pest control will be treating her unit for any flies/maggots on 9/16/2022.
  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18016770
  
  I am rejecting this response because:the problem is ongoing, the air duct person couldnt do anything because pest control showed up at the same time. Since there are these weird type of flies in the vents the air duct *** said pest control should get rid of them first becauses he said I have to leave the house for 4 hours so the ducts couldnt be cleaned. The man sent to clean the ducts does not want flies from the vents in his machines. Also.. all of the flies are coming directly from the vents and pest control confirmed that. He took a sample of the fly to take back to figure out the type of fly and the source of whats causing them. For now he sprayed around the vents and has to come back next Friday. So bottom line is ducts still not cleaned and fly issue not solved. And the facts are *** complained about my vents for months and got told nothing was wrong, but the professionals confirmed thats where the flys are stemming from and the ducts have never been cleaned. Had this issue been addressed we couldve prevented this infestation. I would like compensation for my troubles at this point.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/05/2022

  Type:Sales and Advertising 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 have been living at *********** since 2015. In June I was sent an early bird lease agreement. In fear of inflating cost I signed new lease that stated that if I did not sign by June 20 my rent would increase to $1600. My current lease does not end until September 25,2022. I recently purchased a home and plan to move by the end of the current lease agreement. I contacted the office and was informed that I had to pay $2000 + concessions+ 60 day rents to break lease agreement or $3,605 to immediately break lease without penalties. I understand that in June I signed a lease for 2022-2023 but others have had similar situations and did not have to pay as much. I have tried to contact management company several times to discuss this issue and have not been successful.

  Business Response

  Date: 09/09/2022

  Dear ******, while we're sorry to learn you were experiencing some frustrations regarding our community move-out policy, we're happy knowing we could come to a satisfactory resolution. That being, you will provide ***************** Apartments with a 60-day notice which will be backdated from our initial conversation. You will have your apartment until 10/25/22 with the addition of a month-to-month fee for the last 30 days. Your satisfaction is our top priority, so please don't hesitate to reach out if there's anything we can do for you or if any additional questions arise.  

  Customer Answer

  Date: 09/09/2022

   
  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:08/25/2022

  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.

  08/25/22 I have lived here for a full year now and since moving into the most dirty unprepared unit Ive had several issues. The bathtub wasnt even glazed in the master bed room someone said they would call me to do it and I never received a call. The oven was filthy dirty which is a fire hazard I had to spend time and money cleaning the floors were black after the first mop the unit was unkept. There was weird hard brown stuff in the toilets that had to get scraped off mice roaches you name it! my guest bathroom has been Having issues flushing since I moved here in very time a child goes number 2 I had to plunge it Ive been doing this for a whole year. Finally I requested a new toilet because they told me to just keep plunging it but Ive had enough. I was told it would be replaced that bathroom smells like sewage and now my sing fell off the wall and was disputing brown water! I called earlier in the week to ask when the toilet will be fixed and was told they are busy and cant say when. Ive been forced to use only one bathroom for showers and toilet use for a week now. Theres no compensation for the amount of stress Ive endured! I just moved out here and dont know the area too well or else I would move and they know that I feel fully taken advantage of! I have pictures as well! The toilet has p*** in it right now so I will not show that. But just a little sample of how things are now and how I moved in. This place needs remodeling a new cleaning service and people who actually CARE! Please make them come fix my toilet and sink! And Id like a discount on my rent!

  Business Response

  Date: 08/29/2022

  ************ has spoken with the Regional Manager  regarding the issues she has been experiencing within her apartment. ************ has been made aware that a new toilet was ordered on Monday, August 22nd and will be installed once it is received. Our records indicate that she will be receiving a new toilet and sink.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17766977
  
  I am rejecting this response because toilet still not fixed 08/30/22
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/06/2022

  Although there are no other issues to the toilet besides it being a low flow toilet, **************** toilet was replaced this morning, on 9/2/2022.

  Customer Answer

  Date: 09/12/2022

   
  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:08/23/2022

  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.

  I moved into River Chase Apartments on 10/14/21. They already started off on the wrong foot with me because I moved into my apartment days after my original move in date which was 10/11/21 due to because they said the people that were staying here before me didn't turn their keys in. I felt they were lying and just didn't have my apartment ready. I confirmed my assumption was correct because the day that I moved in here my apartment looked as if it got rushed to get done. I am also now currently on 3 weeks without a working refrigerator. I have called the office almost everyday about my fridge and I'm steady getting told they are coming, but yet no one has still not come to replace it. I have not been grocery shopping ever since then almost a month now ! I have had to throw away food in my fridge due to me not having a working fridge. I have complained about me finding bugs in my bathroom. The first time that I called about the bugs an exterminator came and sprayed ONE spot in my bathroom and left right back out. Since I've been here it's only been 2 times since pest control has been to my apartment ! The second time they came which was on 7/18/22 they walked in my bathroom and walked right back out, he never sprayed anything ! let alone the rest of my apartment at that. Yesterday on 8/22/22 I looked under my sink in the kitchen and discovered the floor has sunk so now I see concrete, the walls underneath the sink are ************** is coming apart. Then I also discovered MOLD ! I have mold on my cabinet door under my sink, the same cabinet door that I complaint about when I very first moved in here ! I called & reported it, was told someone would be right over & that never happened. I have asthma so this is a big health issue for ********* been having side affects due to exposure to the mold. I pay $700 for rent. I am currently trying to get out of my lease with them. I was told to notify them within 60 days which I did & they still won't let me out of my lease!

  Business Response

  Date: 08/26/2022

  We have two work requests for ************************* apartment dated within August; however, neither mention the refrigerator not working. We will tend to these service requests regarding the functionality of **************** refrigerator and cabinet as requested. We partner with a pest control contractor that services apartments.We will touch base with the pest control contractor in regards to servicing the apartment again. **************** recently renewed her lease agreement, executed in July. However, she can provide a 60 day notice and buy-out fee to terminate her lease agreement prior to its expiration. Please contact the office for details on further lease options.

• Initial Complaint

  Date:08/21/2022

  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 received a call from in August 2022 from a company called ************* Services, they told me that they represented ***********************. I asked what this was in reference too, she told me that I have not settled a debt with **************** Trails. I told her I did I left ************ in the middle of May 13, 2022 told in my keys and paid with what was asked of me. She told me there was an outstanding balance $107.73. I explained to the representative that I did paid my balance and my account was zeroed out before leaving and this has to be a mistake.I explained that if I owned this money to *********************** why was I not sent a final bill, the representative told me that it was sent to ****************. I explained that this was the address that I rented at ***********************, that I provided my forwarding address, they had my email as well as my phone number and I did not receive any communication.The representative verified that did receive my information from ************ and that is how they were able to contact me, I told the representative I will give **************** Trails a call and get this corrected because my credit report should not be affected by information that was not shared with me or to give me a chance to pay. She verified my address that was on record as well.I called *********************** I spoke with ******, I told her how I received a call from a collection agency in behalf of **************** Trails she looked my account up and told me that my balance was satisfied and was at a $0, I asked why would you send my account to collection then she told me that the balance was for utilities since they bill in the rear. I asked ****** why a final bill was not sent to me since you all had my email address, phone number and forwarding address. She told me she didn't know why that was done since she did not work in that department. I asked why they would send it to the address that I rented from knowing I had move

  Business Response

  Date: 08/30/2022

  The account has been pulled back from the collections agency and the balance on the account has been written off. Thank you.

  Customer Answer

  Date: 08/31/2022

   
  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:08/18/2022

  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.

  Words cannot even begin to describe the experience I've had with this property in such a little amount of time. The miniscule level of professionalism coupled with the spiteful attitude of the property manager has brewed the worst renting experience I've ever dealt with...I had to pay $1200 of the cost to move in before viewing the unit within 7 days of the application approval and after paying my unit wasn't ready, I have been here for only three weeks and paid a double deposit of $900 in one week in the amount of $2800.69 while being on section 8. She didn't turn my paperwork in on time for them to begin the process. I moved on July 15th and the move-in special was the "first month free". That wasn't honored. The a/c hasnt worked for 3 weeks until the inspector was on his way. The inspector came to the unit and he failed the unit due to uninhabitable living conditions. I asked for another unit but she denied it. I also applied for rental assistance and she denied it. My balance is $1433.00 and I paid the $300.00 that was included with my move-in amount but they never applied it to my account then I asked about it she said that it will be processed but it still hasn't. Then I have renters insurance and that hasn't been applied to my account. I HAVEN'T been here for 30 days and yesterday she put an eviction notice on my door. I have been here for 24 days with an eviction. Section 8 would have paid half of my rent by now if it would have passed the inspection and if she turned my paperwork in on time. The property manager has been really snobby and difficult to work with. How does a person receive an eviction notice and they haven't been in the unit for 30 days??? The worst experience of my life. I feel like I am being bullied and harassed. I have been reaching out to the regional manager on this and no answer. I NEED someone to reach out to me about this ASAP!

  Business Response

  Date: 08/26/2022

  Were sorry to hear of Ms. ****** concerns regarding her townhome and move-in experience. We will follow up in regards to her service request, ledger, and section 8 program. After which, our regional team will make contact with the resident.

  Customer Answer

  Date: 08/29/2022

   
  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:08/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ******** to *********** ******** for a job. I applied at the arbors at eastland, I was told the place was being remodeled and fixed up. They told me I had to sign the lease to hold the apartment before seeing the apartment. 2 Months go by ** still waiting to see it and they would come up with all these excuses on why I couldnt see it. Finally, The last day of the (move in) day the apartment was not what was advertised to me. What they did was a bait and switch, they presented the nicer apartments to me then only gave me one of the old ones that was not remodeled or updated. They will now not work with me to give me documentation on letterhead that I never occupied the apartment and LAUGHED at me when I went to their office to requested documentation. Now they are trying to charge me for an apartment I never occupied.

  Business Response

  Date: 08/23/2022

  On 5/7/2022 ******************** applied for one of our Oak Floorplans. After informing the applicant that we do not have that floorplan available, we received a call from Mr. ********* mother stating that this was an urgent matter, and that ******************** needed a unit as soon as possible. After informing the applicants mother that we have one of our more traditional Maple floorplans coming available, she was sure that it would be fine. We then explained the cost to her, because we have traditional units and updated units. She informed us that her son needed a place as soon as possible, so whatever we have available is fine. ********************, and Mr. ********* mother, were both made aware that by signing a pre-lease, you are legally bound to the terms of the lease. If you do not move forward, there would be a lease break fee. This was also highlighted in the email that was sent to ******************** on 5/27/2022. Since the unit was occupied, and we only had preleases available, ******************** signed his lease agreement on 5/27/2022 sight-unseen. Upon seeing the unit on 7/29/2022, one day prior to Mr. ********* move-in date, he stated that he was dissatisfied that it was not an updated unit. We then explained that this is what we had available, and his mother informed us that he needed the first available unit. ******************** informed us that he would not be moving in. After he didnt show up on 7/30/2022 for his move-in, he was moved out of our system and the lease break fees were assessed according to his signed lease agreement. Since ******************** didnt show up on his move-in date, the account was sent straight to our collection company, as per our policy. ******************** was made aware that we would fill out a rental verification form once we received it from the apartment community in which he is applying for.

  Customer Answer

  Date: 08/23/2022

  Complaint: 17711978
  

  
  I am rejecting this response because:

  The allegations they are making are false.

  I have attached photos of the conversation my mom had with the Arbors on ********* She never talked to them on the phone. There was never an agreement to an apartment that was not remodeled. There was never any talk of the type of apartment this would be. I was told i had to sign the prelease to hold the apartment and after they gave away the first one that is what i did. All i want is the charges removed and taken off my credit report. I went in with a friend to ask them for something in writing to show i never received the keys or moved in and these grown women proceeded to laugh and yell at me. Grown women doing this how professional is that?  I know this apartment did not sit empty so breaking this lease is a joke. I feel like they are not honest with people up front to begin with and takes advantage when they see fit. What hurt is going to come of removing the charge and getting rid of this all together?  All im asking for is just clear this off my name so i can move forward. I have never rented before and now this place has already ruined my rental history without me even renting yet. 

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

• Initial Complaint

  Date:08/08/2022

  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.

  I have been having all kinds of issues with this apartment complex since October 2021. I was taken to court because of no proof of ***************** and late payments of Rent. I have shown proof of ***************** several times. Once the lawsuit was resolved. I have continued to have problems with the ************** about taking care of ********* Repairs, paying my rent on time, and having issues with neighbors with noise complaints. Either they have come up with excuses to not address my concerns or have unprofessional arguments with me about how certain things are in my lease agreement and they are not. I am unclear on how to pay my rent monthly because their policies are constantly changing. They have a procedure in place for signing my current lease agreement. I followed the process accurately and they refused to offer me the rate provided within the time frame they suggested. I really would like this place to treat me and my complaints seriously and stop being unprofessional. I should not have to deal with this type of disrespectful behavior daily. Especially since I have never been late with rent payments until thus lawsuit occurred. I appreciate you helping me resolve this situation

  Business Response

  Date: 08/18/2022

  Presently there are no unresolved work requests related to this residents apartment. Our lease agreement reflects our payment options and policies; however, after 2 NSFs or more, we require rent payments in forms of cash equivalent only, which includes cashiers checks and payment platform of WIPS. Our office can further discuss these options and methods of payment. One of our representatives will reach out to this resident to ensure there are no further questions or concerns

  Customer Answer

  Date: 09/01/2022

  
  I would like it to be reviewed because the response you received was not the same response I received from my apartment complex. They have been really rude and disrespectful regarding my complaint and it is still unresolved. I was supposed to receive and email from the ************** Manager and still have not received a response even though I explained to her that was the best method of communication for me during the day. In the letter I received back in June she told me that I had options to signing my Lease Agreement that was not explained in the letter and I argued back and forth with her about this. This occurs everytime I call them about anything regarding issues regarding anything related to my living situation. It is quite stressful and this is why I reached out to your office. I really am tired of being treated like this. Everytime I reach out for help from outside sources then they try to make themselves look good bit no one seems to understand what happens behind the scenes. I work too hard everyday to have to come home and deal with this like I have been for the past year now. Hope to hear from you soon regarding this matter.
  
  Sincerely,
  
  Maya Lane 
  2362 *************** 
  Apt B
  **********, ** 63031
  

  
  

  Business Response

  Date: 09/12/2022

  Were sorry to hear that things are still not satisfactory.Our team has deferred to the lease agreement and our standard policies for the previous issues mentioned. Our Regional Manager will reach out directly to the resident to see what concerns are still unanswered. The resident may also reach our resident services at **************************************************************** for additional follow up requests.