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:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They lied and said we would have a washer and dryer. They are broken and we were told were in a list.The bathroom is covered in mildew even with the fan on 24 hours a day.The biggest complaint is I have lived here 6 weeks and have a parking sticker and one night when I came home from work, the entire residential parking lot was full. I parked next to another vehicle in the empty guests spot. I have a parking pass and no idea that this wasnt allowed. Instead of calling me, they towed me and left me missing work and getting a $500 tow bill.

  Business Response

  Date: 07/07/2025

  Upon looking there is no work order listed for this unit mentioning anything this roommate is claiming.

  This person was towed due he parked in visitor parking when he is a resident with a resident permit. Resident are not allowed to park in guest parking due to those spots are reserved for guest parking only and all residents was informed this as it has been our policy for over a year and half. Residents all signed documents saying they understand the policy and there for if they break the parking rules they are liable for tow cost if caught. He is at fault and filling false reports to you. 

  i can provide parking proof this resident broke the parking permit rules of the property.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of this dispute is their lack of managing a large apartment complex. We have been without air conditioning in the hottest months of the year and they have yet to do anything about it. We let them know in APRIL that our AC was not working and they still haven't fixed it. We have pets and it cannot be this hot in our apartment. We hear our neighbors AC's not working so they're clearly just ignoring any and all issues with their tenants. This among other reasons that have happened over the past 2 years are why they should be looked intl.

  Business Response

  Date: 07/07/2025

  Hi

   

  This resident has been communicated with on several occasions, we have ************ that we are vendor to use , set for 7/15

  This resident has be notified and has been checked , they have one level working which in a town home provides them air for that level, they are upset due to one isn't which we have done our due diligence on and have a company coming to fix it. 

  Customer Answer

  Date: 07/07/2025

   
  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,
  
  ***** ******

  Customer Answer

  Date: 07/09/2025

  I read their response and it's inadequate. Our AC is not working on either floors at this time and is actively leaking. 

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in to this apartment the middle of March. I filled out the move in inspection paperwork and turned it in per my lease agreement. I asked the property manager many times to simply change the filter in the vent as it was horribly dirty, but was told no each time. The floor started coming up, towel rack came down when putting a towel up and hit my child in the face. I had to call emergency maintenance on April 13 as water was spewing from the ceiling, and they said it was because the unit above me overflowed their bathtub. Finally they came in the change the filter, and put the vent grate back up. Two days later I came home to the grate halfway falling down. As I looked up to see the hole in the ceiling, the grate fell on my face as I prevented it from falling on my one year olds head. I went to the office to talk about my concerns in person, but the manager *******, was extremely rude and unprofessional. She said I must have been using the ac unit to make condensation happen, but I didnt touch it. She said they have video and photo evidence that I used it. I asked to see this but never saw anything, and if they had surveillance in my apartment that would be illegal but they would also see I dont do that. I could not talk with her to come to an understanding as she continued to say Im a liar and she knows for a fact I used my ac unit before it was converted. All I wanted was to be heard, and express my concerns with the water leaks. Since those issues I noticed mold growing in the vent system, so I got a mold test and the test came out extremely positive for mold. Ive gotten in contact with the property management company in ******* and have been talking with the managers there to work through this, but Im still living in a very unhealthy environment as there is no hot water (for the last week) and mold in the vent system. I need help with finding a lawyer to pursue a lawsuit as there is much more to this also. Thank you very much, ****

  Business Response

  Date: 06/11/2025

  Hi, This resident has been non stop harassing staff and even trying to get neighbors to file non existing mold complaints to sue.

  We have completely done what was needed which did not include any discoloration, we repaired everything that was needed , replaced dishwasher, had ac checked and cleared.

  The regional , my self and our attorney at this point have been in constant communication with this resident even offered her a way out the lease with no penalty which she declined.

  She is constantly harassing the property manager false accusing her , and maintenance. 

  She has unauthorized residents living there, she has not paid any rent and is under a 30 day eviction notice due to such.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23402755
  
  I am rejecting this response because:

  I was not getting anyone to sue. My neighbor came up to me the day I moved in saying how her husband died last year, and coded in the parking lot. Every single day she rants about that situation and how the office has no clue she has an attorney and as soon as she moves out she will serve them with papers through an attorney she is already working with. She told me this place wont fix anything and that her water has been leaking since she moved to that unit from another unit. And I always told her, you do what you gotta do girl 
  

  Yes, I got the dishwasher and thats the only thing working well. The vent that fell down and injured me was fixed but the drywall was installed to completely fill the vent area, this is causing the ac to not work properly. Also, the leak is not fixed as the new drywall is already mushy, this is another reason the ac is not working properly. I cant even use it because my apartment gets to be ***** percent humidity, and you can smell the mildew from the leak issue the moment you walk in the door. I have a mold test from this vent unit, and was assured the mold would get cleaned. It did not get touched, so its still in the vent system. It feels like youre stepping into a swamp in the ******* heat. I have given up reporting anything because I am always throw under the bus and undermined. 
  

  I decided to not break my lease because I was promised the fixes would happen as quickly as possible, but again things are just band-aided so issues are going to continue. 
  

  I am not harassing anyone, and when I had the walk through with the maintenance team they specifically told me to email them directly other wise things wont get fixed. I have this entire conversation recorded as well.
  All I wanted was for my filter to be changed and when it finally happened the vent grate was installed into rotting drywall, causing it to fall down and hit me in the face causing injury. 
  I went to the office to address this. Instead of being sat down and talked to about it, I was talked over, undermined, and dismissed. I was blamed for it and was told they have video and photo documentation that I pulled the grate down and ran the ac before it was converted None of this was true and I was simply trying to explain that but I couldnt, I kept getting told, I knooooww youre lying Id try to say how I didnt do any of that, then got the well we have photo and video documentation if that were true, first thats illegal to have cameras in someones home, and two, they wouldve seen I in fact did NOT do any of what they accused me of. 
  

  I have absolutely no one living here. I had a guest over for three nights who brought me kitchen supplies I needed, and he cleaned my apartment while I was at work on Friday. 
  the fact I am being stalked by the managers, who lives across from me in direct view, is causing me to feel unsafe in my home. 
  

  I was told in multiple emails that June rent is pro rated so no, I have not paid and I will not pay until ALL of this is resolved. 
  

  talking with management goes absolutely nowhere and Im sick of being targeted because they tried to pin something on me that was later then proved wrong. 

  they say they have tried to deliver these notices on a first attempt, but I have video proof they never even tried based on the date and times written on the notices. I was home all day yesterday, and at 130 pm. Maintenance saw me around all day, even making eye contact. I saw them cleaning under the stair case in my building when I left at 440 pm yesterday, 4 minutes later I see them posting this notice on my door about an unauthorized tenant. 
  

  Pictures to reference all issues are in email threads to ******************************** and/or *****************************

   

  
  Sincerely,
  
  **** ******-*****

  Business Response

  Date: 06/19/2025

  Hi, we will no longer respond to this resident, she is fully with our attorneys and is facing eviction for bad faith allegations as such above. 

  She is also with our attorney's for harassment and false statements regarding the company, employees and property, she has not paid her rent either.

  No further communication will be submitted regarding her, we have documented proof, testimonies and pictures of what has been done.

  Glen at Lakewood

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Maintenance at this place is horrible. The management here is terrible. They dont even know what they are doing. They are so stupid. Ive had a leaking ceiling for almost 3 weeks and nothing has been done. Ive put 2 maintenance requests in and they have not came and fixed it.

  Business Response

  Date: 09/18/2024

  This is not even a resident, this person has called harassed staff several times. .please remove 

• Initial Complaint

  Date:09/10/2024

  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 have been a resident to the Glen at Lakewood since 7/22. Since the day I moved in my a/c and heat did not work. Every time I went to the office or requested a maintenance check, I would get an response to my work order that it was completed. They only came to fix the problem when I refused to pay rent. Fast forward to today and I noticed that I have been getting charged $40 per month for a washer and dryer that I reported broken 17 months ago several times. I did not know I was being charged until they had a recent overcharge glitch. When I went to the office to speak to **** (the second in command) she offered to deduct the overcharges in increments and that she was doing me a favor. When I told her I lost a total of $680 during the span of which I had no washer and dryer and if I allowed them to deduct in increments that would be me doing them the favor, she got very frustrated and accused me of yelling and being volatile. At the moment I have not paid rent as I can not get in contact with anyone from the office that can resolve this matter. Every time I go to the lease office, no one is available to resolve this issue. I also have several water payments on one monthly rent charge. When asked about the issue, I was told to contact the water company. When I contacted the water company they said that is an issue to take up with the complex. Also, at the very least I asked if I could just end/break the lease and they refuse to do so without paying a ridiculous amount. I just want what is owed to me and to be done with the complex. And lastly, 3 days after my initial attempt to get refunded for the washer and dryer. Mysteriously my bank account was tampered with. Someone got into my account and spent $800 in dietary supplements. All of the products were sent to the complex without a building number or unit. I only use my debit card for paying my rent as it is on file. Which makes me believe someone in the lease office got into my account. Mind you. I am not from **

  Business Response

  Date: 10/02/2024

  This is absolutely invalid information, please see that the resident has not submitted one invoice since ****** and that was not regarding a washer and dryer being out.

  The resident was turned down by a staff member and then started harassing her to the point we had to get the attorney involved and serve a cease and ***** which he cannot continue to state false accusations against the property and staff, which with this he is still and now i will be contacting the attorney again for an immediate lease violation and hopefully to violate his 10 day compliance with not being compliance and have 10 day to move out. 

  Business Response

  Date: 10/02/2024

  This is absolutely invalid information, please see that the resident has not submitted one invoice since ****** and that was not regarding a washer and dryer being out.

  The resident was turned down by a staff member and then started harassing her to the point we had to get the attorney involved and serve a cease and ***** which he cannot continue to state false accusations against the property and staff, which with this he is still and now i will be contacting the attorney again for an immediate lease violation and hopefully to violate his 10 day compliance with not being compliance and have 10 day to move out. 

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into a 2 bed/2 bath apartment at Glen at Lakewood in December 2023. Once the weather started to warm up, we got an email that the ** units had not been converted over yet and to not attempt to turn on the ** until we receive an email from management indicating to do so.By 6/2/24, the upstairs (where both bedrooms and bathroom with the only shower are) was 88 degrees. I called the office on 6/3/24 for a status update on the ** units and was told that we should have received an email that it was ok to turn on the units. We never received such email. Upon turning on the **, it was discovered that both the upstairs and downstairs units were not functioning. We put in work orders for both immediately on 6/3/24. We were told that the units were low on freon (without inspecting either unit) and freon was on order. By that time, the outdoor temperature was well into the 90s and I was beginning to grow concerned for the well being of my dog in the apartment during the day. All contact with the office provided no estimate on how long it would take to be resolved so I bought a window unit for the bedroom to make it habitable on 6/5/24. Over a week after the initial work order was place, maintenance came out to look at the units. It was in fact, not a freon issue and the downstairs unit was fixed. The downstairs unit while functioning began to leak water into the downstairs bathroom. Several weeks after placing a work order to fix it, it was discovered that the condenser was freezing up and the solution was to cut a hole in the ceiling. We have contacted the office on multiple occasions regarding the ** units without resolution of the multiple issues. We have gone through half of June without ** on either floor and nearly all of July without ** on the 2nd floor. Of note, if you call the maintenance assistance line, non-functioning ** with outdoor temperatures exceeding 80 degrees is considered a maintenance emergency.

  Business Response

  Date: 08/05/2024

  Hi, 

   

  This resident has had it addressed on several occasions and staff has confirmed it was working, if there ac is out again indeed we will have someone over in the next 24 hours to revisit the situation. Communication to management has not been done.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22046683
  
  I am rejecting this response because: the issue has not been resolved nor did the address my request for break my lease or provide compensation for the ** unit I had to purchase or the months I have been without **. 

  As stated before, the original work order for both ** units was submitted in early June.  The downstairs unit is functioning despite the large hole in the ceiling of the downstairs bathroom which has yet to be repaired to prevent leaking onto the bathroom floor from the ** pump that is not functioning properly per the maintenance.  
  

  The upstairs unit has not worked all summer.  After maintenance looked at the unit, they were concerned that there was a problem with the compressor and requested the maintenance manager look at it.  He looked at the unit on 6/26/24 and reported that it was overfilled with freon which he fixed but reported that the fan needed to be replaced.  He ordered that part and said he would be back by friday 6/28/24 to replace it.  Maintenance returned on 7/12/24 but would not enter the apartment because my dog was not contained.  Once I returned home from work and found the notice, I called the office and was told someone would be back that same day to service the ** after 5 pm.  No one came.  After my boyfriend who also lives in the apartment contacted the office via email, we were assured that "dont worry we will have you set for tomorrow". Yet again, no one did.  

  We have been getting the run around all summer long.  We are told that they are getting through the "list" as quickly as possible with no timeline on when it will be repaired.  At this point, due to poor management and spending nearly and entire summer without ** which we assumed would be provided upon signing on the lease, we would like to break our lease with out monetary punishment along with the requests as previously mentioned.

  ********************* and *******************

• Initial Complaint

  Date:07/09/2024

  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.

  Theres mold in the apartment There constantly towing our cars and making us pay fee along with late fees They refused to fix our toilets until the parking lot is finished but expect us to pay a 300 dollar water fee , they sent emailed saying the tow fee was 150 but I personally payed 500 dollars and had to get it out the tow yard the a/c unit is broken and its summer time. The apartment stay over 80 degrees. Cant stand on the balcony anymore because its falling apart and almost fell through. The washer and dryer unit doesnt work along with the hook up so cant buy new equipment and use that and if you think Im lying about all this just ask any of our neighbors who live on the complex. Theres a urine smell coming from the toilets the steps are broken and need to be replaced people cars are getting broken into bc they have to park on the street. My rent is 1725 but I owe over 500 in fees this month alone plus with my car getting towed with a valid parking pass that was another 500 dollars. I just want to move out and move on pay my last month rent and just go.

  Business Response

  Date: 07/09/2024

  Upon looking this resident doesn't have any active work orders requesting information above, resident sent an email this morning 7/9/2024 with details of such.

  Residents was warned they must have a new permit in their vehicles, this resident fail to do so, they instead took the license plate off one vehicle and put it on two vehicles, which meant the license plate didn't match the permit so they got towed. The second incident was due to failure to move the vehicles from the restricted area as parking lot reconstruction was being done, they got charged $75 for each vehicles and they had two. What they paid at the tow yard was due to the 1st tow and them taking the license plate ( which is expired ) and moving it to their other vehicle ( which is illegal)

  The balcony has never been brought up , now that we are aware this will be look at today & their other concerns that again was just received in email on July 9th not previous.

  No money will be credited as it is clearly the residents fault in not following the rules that was clearly sent out for 2 weeks prior and parking reconstruction was sent with daily reminder.

   

   

   

• Initial Complaint

  Date:04/10/2024

  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.

  Im a tenant of Glen at Lakewood and Ive been dealing with a water issue since March 18th. There has been thousands of water damage caused to my apartment and belongings where there is LITERAL MOLD growing in my carpet. Attached are pictures of the mold and water damage. I want them to fix my apartment and to not have to pay rent until July when my lease is up. I will NOT be renewing my lease.

  Business Response

  Date: 04/28/2024

  Residents was relocated to the model while work was done in her unit, no growth was found, the carpet was deep cleaned, and pad replaced.

  The pictures attached are at time of water leak, due to the roof which had to be safely accessed, due to snow and rain repairs did take a bit longer.

  The resident then had to be turned over to our attorney due to bad faith allegations and refusal to leave the model.

   

• Initial Complaint

  Date:02/21/2024

  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 complaint I have is with St Moritz Apartments in Lakewood ********. There have been serval issues with mail delivery at this location. First our package lockers were unusable for almost 2 year after being broken into. They were only fixed after complaints were made to **** Inspector. Now our main mailboxes have been broken in. The office provided a public statement stating they would be repaired 4 days ago. However, when questioned today they said repairs had not begun and they have no idea when repairs will begin or if lockers have been examined. When asked for them to check on the status of repairs the office refused to provide any information

  Business Response

  Date: 02/22/2024

  HI

   

  This is not Glen at Lakewood community complaint , nor is the address, nor has or does this individual live here.

• Initial Complaint

  Date:01/14/2024

  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.

  The organisation failed to fix my heater and doesnt provide a date or any alternative to fix my problem when I complained about no heat at a freezing temperature of of -10 degrees