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:03/19/2025

  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.

  This company is what ***************************** recommends for students who are coming into the school for student housing.Compass rose has been a terrible company to work with and does not care about what conditions students live in or the safety of there tenants.Being charged $1050 a month to share a 2 bedroom apartment with 3 other individuals is crazy. Rent in my specific complex I have been placed in by them is $1600 roughly a month not including utilities. They are making $4200 not including what they charge us in utilities then charging utilities of as high as $150 on top of the $1050 a month. When trying to break the lease you have to give 60 days notice but then once youre moved out you have to pay 2 additional months rent which would be $2100 that a student in school would not have. I currently have cockroaches that have been sprayed and fumigated but they keep coming back. This neighborhood has crime I see the cops every other night through my complex I am currently in. Lastly they can move you whenever they want every 90 days in the lease and not cover and moving fees besides cable hook up. I as a student think this is ridiculous because a lot of students here dont have a car they can use to move there belongings I personally only have a motorcycle to move and I cant exactly move furniture with that.

  Business Response

  Date: 03/25/2025

  Regarding the cost of Compass Rose shared housing; The apartment is completely furnished; we have a student life service and have RAs on each property in case of emergency.  *************** are included in the payment to us, however if the apartment goes over the normal amount, the students will be bill back. 

  Our lease states that students may be moved (consolidated) and moving cost is not covered by our service these things are explained when the student moved in and they sign the lease.  Our lease also states there is a charge for leaving the apartment early and it is spelled out in the lease.

  These students did not report to us that they had roaches.  Our employee found it when inspecting the apartment and immediately had the apartment treated.

   

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23087242
  
  I am rejecting this response because:
  It took over a month from their own notation of the cockroaches to send pest control after I went in 2 other times in January. 
  I have the date of the inspection and notation being 12/6/24 and the date my apartment was treated for the cockroaches being 1/23/25 which are still persisting and I have notified them since the treatment. 
  While yes I do acknowledge that consolidation is in the lease agreement I still think future possible tenants of Compass Rose should know that they are locked into this lease with no reasonable way out of paying an outrageous amount. 
  The same unit I am in from the same apartment complex is roughly $1600 a month and they put 4 of us into it charging $1050 plus utilities if over a certain amount.
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/07/2025

  Regarding our pricing, the apartments are furnished, and basic utilities are included in what the student pays us.  there are no deposits to pay for utilities or the apartment.  We also have a student life program and have events that include students in our housing.  

  There is a break lease fee that is reasonable and is explained in the lease.  A lease with us or an apartment community is a legal document and has penalties to be able to cancel.

  The roaches were not reported to us by the students, and we do not know how long they had been there.  Our employee found them when inspecting the unit and we had it treated.

   

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Compass **** and ***** ****** for deceptive practices, poor housing conditions, hidden fees, and using a work order system to ***** responsibility.Compass Rose provided the lease only days before school started, leaving us no practical choice but to sign. Key details about utility caps and potential fees were never properly explained.Poor Living Conditions Our son repeatedly reported a broken front door lock and lack of heat, yet Compass Rose claimed no work orders were on file, leaving critical repairs undone. Even prolonged water outages went unaddressed, also dismissed as no official work ********** Order Excuse ***** Murphys January 24 email insisted tenants must submit work orders. While that may sound reasonable, Compass Rose appears to weaponize this requirementignoring or denying direct complaints that dont meet narrow submission criteria. Rather than taking ownership once notified by any means, they place the burden on students to navigate bureaucratic roadblocks.Hidden ***************** Confusion We learned of utility caps only after move-in, encountering arbitrary monthly surcharges with no clear explanation. Compass Roses inconsistent billing further erodes trust in their practices.Unfair Penalties for Leaving When conditions became intolerable, Compass Rose threatened steep fees to terminate the leasepenalties that were never disclosed prior to signing, effectively trapping students in unsuitable housing.Desired Resolution 1. **Release from Lease Without Penalty**: Given the substandard living conditions, ongoing neglect, and unfair financial threats, our son should not be forced to pay additional fees. 2. **Accountability in Maintenance**: Compass Rose must simplify its repair process and respond promptly to issuesno more using missing work orders as a shield. 3. **Full Fee Transparency**: All charges, including utility caps and any penalties, must be disclosed clearly and upfront.

  Business Response

  Date: 01/27/2025

  I do not fine a student in our system with the name **** ******. Is there another name I can research, please.

  Customer Answer

  Date: 01/31/2025

  The apartment is inhabited by my son, ***** ******, who was referred to Compass Rose by his school UTI, for housing in ************

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22856335
  
  I am rejecting this response because:

  The apartment is inhabited by my son, ***** ******, who was referred to Compass Rose by his school UTI, for housing in ****** *****

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

  Business Response

  Date: 02/08/2025

  This student wants out of his lease so he can rent an apartment with friends. We have a total of three work orders for this unit, none of which contain a door not locking.

  Two of the work orders were for the heater and they were promptly addressed by the property within a 24-hour period. Our work order system is industry standard.

  
  If they read their lease, they will see there are no hidden fees, and everything is explained in detail. They received their lease in a timely manner and chose to sign it. 

  
  Water being shut off was news to ***** as he was only noticed by the property twice of water shut off and promptly noticed the students at that property. There was one day in September and one day in December

  
  ***** offered to take care of any problems or issues including the door, yet the parents choose to threaten us with legal action rather than allow us to resolve the problem...

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22856335

  I will respond to each point made by the business.

  
  1. Living Conditions Were Intolerable
  This student wants out of his lease so he can rent an apartment with friends.
  In reality, our son requested to leave because of unacceptable living conditions, including:
  Extended Loss of Heat during below-freezing temperatures;
  Flooding of the Apartment and subsequent water damage;
  Extended Loss of Water, forcing tenants to be without basic sanitation;
  And most critically, a roommate suffering a protracted psychological crisis, creating a distressing and potentially unsafe environment.
  Our son works full-time while attending school. He needed a stable, healthy environmentnot retaliation from Compass Rose.
  
  
  
  2. Work Orders vs. Actual Maintenance Response
  Our work order system is industry standard.
  We acknowledge that a work order system is common practice. However, Compass Rose appears to mismanage or outright ignore valid concerns if they are not funneled precisely through their industry standard channels. Problems were reported verbally, by email, and sometimes via text, yet they remained unresolved or unacknowledged.
  For instance, no heat during a week of below-freezing nights was brushed aside as if no one had reported itdespite multiple notifications. When Compass Rose states that the heater issues were promptly addressed within 24 hours, it fails to account for the delayed response before any work order was even acknowledged.
  
  
  
  3. Rushed Lease & Hidden Fees
  They received their lease in a timely manner and chose to sign it.
  We did not receive the lease until the day of move-in, at which point we had virtually no alternative housing options with only two days before school started. Moreover, the utility caps and other surcharges were never clearly disclosed beforehand, leading to unexpected monthly fees once our son had already settled into the unit. This last-minute presentation and lack of prior transparency effectively left us with no choice but to sign under duress.  In addition, the utility caps were exceeded not by my son but by Compass Rose machinery running for days drying out a flooded apartment. 
  
  
  
  4. Retaliatory Eviction & Lack of Compassion
  Compass Rose recently evicted all four tenants on seven days notice, reportedly due to a smoking device found in the unit. Considering that one roommate has demonstrably severe psychological needsabout which Compass Rose was explicitly informedthis abrupt eviction comes across as retaliatory and uncaring rather than a constructive effort to address a serious situation.
  Students, particularly the one in crisis, need help and advocacy. Evicting them en masse underscores a predatory, indifferent approach that prioritizes profit over tenants well-being and emphasizes the point Ive been trying to make all along
  
  
  
  5. Additional Documentation Provided
  We are submitting several items that corroborate our account, including:
  A timeline of problems and repairs requested;
  Photos of water damage from move-in day;
  A move-in damage report documenting the apartments initial condition;
  Emails from my son to ***** ****** confirming flooding incidents;
  A photo of the single space heater used to heat the entire apartment when the heat was broken for several days.
  
  
  
  6. Addressing Claims of Threatening Legal Action
  ***** offered to take care of any problems or issues...yet the parents choose to threaten us with legal action rather than allow us to resolve the problem.
  In reality, we have consistently sought amicable resolution, as shown by the following excerpt from our initial email:
  We would much prefer to resolve this amicably and part ways without unnecessary conflict. However, if we do not receive a clear and satisfactory response within 24 hours of receipt of this email, we will have no choice but to explore other options...We sincerely hope to hear from you promptly and to reach a mutually acceptable resolution without further delay.
  Far from rash threats, this was a last-resort measure after Compass Rose repeatedly failed to address urgent living-condition concerns.
  
  
  
  Conclusion & Desired Resolution
  We believe the evidence clearly shows the substandard, unsafe living conditions and lack of transparent communication that compelled our son to seek an early release from his lease. Compass Roses recent eviction of all four tenantsrather than providing help or workable solutionsreinforces the notion that this property management company prioritizes eviction and fees over tenant well-being.
  We respectfully request:
  Immediate release from any financial Penalty and retaliatory eviction for these intolerable conditions;
  Improved Maintenance Protocol that does not penalize tenants for reporting issues by any reasonable means;
  Transparent Fee Disclosure so students and families are aware of all charges from the start.
  Thank you for your attention to this matter. We trust the provided documentation and timeline will illuminate the extent of these issues and the genuine concern for our sons wellbeing that has driven our actions.

  
  

  Business Response

  Date: 02/14/2025

  This student was given a 7 day to vacate after finding marijuana and smoking devices in his unit, which is a violation of our lease.
  
  He and his roommates caused damage from negligence in their unit after failing to report their roommate burst a pipe while trying to store his bike in the hot water heater closet.
  
  Their claims are unfounded. Every work order that was submitted was addressed by the property in a timely manner and in its entirety.
  
  He was charged a lease term fee, and it will stand.
  
  The school they attend is aware of the situation and has been supportive in our decision with ***** ****** and the three other roommates.  Perhaps they should bring this up with their school advisor.  ..

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22856335
  
  I am rejecting this response because:

   

  Unfortunately, we have grown accustomed to the glaring inaccuracies, insulting insinuations, and demeaning tone in Compass Roses responses, which I can only assume are all written by the same individual. In my view, Compass Roses repeated defensive and retaliatory actions demonstrate a lack of maturity and professionalism that should disqualify them from marketing themselves as student housing.  They simply don't have the temperament for it.  Unfortunately, I have to take some responsibility for the likelihood that Compass Rose would never have evicted those kids if I hadn't called the management to task for their incompetence and lack of regard for the what was truly happening in their unit. 

  
  What should have been a fulfilling experiencewatching our son thrive as he pursues his educationhas instead been clouded by an ongoing, disruptive ordeal. ***** has endured multiple days without running water or heat, and ultimately, he was evicted after inviting Compass Rose to the unit to witness firsthand the concerning state in which one of his roommates was livingseemingly going through a personal crisis.

   

  At this point, in spite of ***** being wrongfully evicted, he is still doing great in school and still managing to do well at his full time job no thanks to the vindictive folks at Compass Rose.  In order to protect himself from further harm at their hands, he is paying their fee in full to break the lease, which to me is kind of like paying someone to rob your own house.  In one way I want to thank Compass Rose for right out to the gate, teaching my son, that there are a lot of terrible companies out there and to not assume other people are actually doing a good job. 

   

  I am going to make no further entries here as I have no confidence that Compass Rose has the self reflection or leaders to make the improvements they need to make to be working in student housing at a large scale.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/29/2024

  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.

  Compass Rose has fired 3 management/inspection teams since I first came to this school 6 months ago. It is impossible to submit work orders to cleaning requests as Compass Rose would rather threaten fees because they moved me into an apartment that was already dirty as opposed to penalizing the people living in the apartment previously who refused to clean. Rent is far more expensive than advertised on their website, they automatically put you in the most expensive room possible. Bugs and pests can be found in multiple of the residences, I've seen the inside of 4 apartments all had bugs. The lease clearly states if they fail to repair the property in a timely manner they owe you a portion of the rent in return, yet they would rather file for eviction for due rent as opposed to reimbursing the correct amount so I know how much I'm supposed to owe.Eviction notices were presented to 40+ students at a complex because Compass Rose failed to pay the landlord. As a result scaring us into thinking we needed to find a new place to live. This is another lease violation as it clearly states we have a right to live peacefully and if we can't trust Compass Rose to pay the rent we pay them we can't focus on school. Compass Rose does not provide a lease that has a physical address, previous students had a wifi account that was never paid and blocked our address from obtaining WiFi, the only way to have it unblocked is for Compass Rose, the carrier of the lease, to contact the apartment and the WiFi carrier to unblock the address. I was in open communication with them the entire time and despite turning in my 2 months notice to leave they wait until the end of the notice, the day I tell them im signing on for a new house and offered to set up a payment plan to finish the remainder of rent. I just learned today as well that I'm still considered an active student despite moving out and turning in my keys. They are way too slow with filing critical paperwork.

  Business Response

  Date: 07/29/2024

  Our company President spoke with this student.

  He was allowed to get out of his lease with no penalty and given ****** credit for the non-working washer etc.

  Unfortunately he has not paid rent in several months.

  The unit that he occupied was left extremely dirty and it was not from prior tenants.

  He also had a girlfriend living with him which is a violation of the lease.  No overnight guests are allowed in shared student housing.

  Our staffing is really not his concern.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22053259
  
  I am rejecting this response because:

  
  
  The president has been ignoring emails from both me and MMI for 4 weeks.
  
  $100 credit for washing machine not being fixed for three months? But not $600+ in rent for the flooding caused by the washing machine?
  
  I submitted pictures day 1 of the dirty conditions I moved into, I made complaints your staff have records of.
  
  My account had $1700 credit on it due to overcharging me my first day, claiming I had not paid rent was a complete lie as of May I should have had an $80 credit remaining on my account when I gave proper notice I would be moving out due to being unable to receive service or contact Compass Rose in any way.
  
  I'm the one who filed the complaint about another tenant having a girlfriend overnight!!!! At least try to get this one thing right!!
  
  You can't say staffing isn't my concern when all of the above is caused by your lack of staffing! Your inability to file work orders properly or keep proper records!
  
  I also reached out to students living with Compass Rose, it seems you decided to fix the issues I complained about while trying to lie on a BBB complaint (and to no one's surprise they have filed complaints of their own)

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

  Business Response

  Date: 08/23/2024

  I can only respond to this complaint with the same thing I said earlier:  We feel that waiving lease break fees and the credit issued were proper considering the condition of the unit when the student left.

  Our company President spoke with this student.
  He was allowed to get out of his lease with no penalty and given ****** credit for the non-working washer etc.
  Unfortunately he has not paid rent in several months.
  The unit that he occupied was left extremely dirty and it was not from prior tenants.
  He also had a girlfriend living with him which is a violation of the lease.  No overnight guests are allowed in shared student housing.
  Our staffing is really not his concern.

   

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22053259
  
  I am rejecting this response because:
  Me and the president just got off the phone. We came to a new agreement for a few of the issues presented. Unfortunately we weren't able to agree 100% with all of the issues at hand. Compass Rose needs properly trained employees as many of the things I've been told prior to speaking with the president was completely incorrect. 

  Compass Rose also needs to do better about transparency and documentation, the fact that I was accused of a lease violation, and messy conditions despite me being the one who reported all of these items is unacceptable! I had made more than 4 complaints and submitted photos of nasty carpets and messy roommates on multiple occasions including the very first inspection when I had the inspector document the nasty several months old dishes within the first month of me living there. I'm 26 years old, I'm not a free maid for Compass Rose to clean other students messes. The only time I ever received any kind of notice of lease violation was when all students in Lunaire all received eviction notices (multiple different explanations were given and I don't know the truth behind it but all explanations I was given point to some kind of error) 

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

• Initial Complaint

  Date:05/31/2024

  Type:Product 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.

  On October 25th 2023, I moved out of the apartment #*** at *****************************. I went to the H***03138373733343130H Rose Student ************* to sign out from the lease and returned the keys. At this point my balance was $0. I paid my last monthly rent on my account earlier on October 2nd 2023, for the month of October for $925.40. Later I received an email on October 30th 2023 announcing a general inspection of the premises, which I disregarded since I no longer live at the address and in the past it did not require my presence on site. I had not received any emails or text from October 30th 2023 until May 6th 2024. On May 6 2024 I received an email for the first time that states I owed balance of ******. Threating with collections, reporting to the credit bureau and a link with no explanation of charges. On May 28th 2024, I received a text message from ***************** trying collect for the first time. Claiming that H***03138373733343130H rose has sent several texts and emails regarding your unpaid balance. I replied the message on number on May 28th 2024 stating I have not received any texts from anyone about a balance to which I then provided my name and received an email on May 28th 2024 that states: Please see the below transactions. To pay please use the link below:I received a document on May 28th 2024 for the first time, showing all transaction from October 10th 2022 until November 1st 2023 in that email. It shows a charge I was never notified about.It also charges me for personal furniture removal, all furniture left at on premises belong to compass rose on the same conditions or better than the Nov 15, 2022 when I move in. Compass Rose Student Housing failed to notify me within 30 days as required by the state of *******. I request full debt write off.

  Business Response

  Date: 06/03/2024

  Compass Rose Student Housing takes this seriously.

  We are researching this situation and will reach out to ***** to discuss.

  He can also call the following two people to get this resolved:

  ***********************; ************  

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

  We will definitely find a solution to this that satisfies the student

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

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21776525
  
  I am rejecting this response because: 

  No action was taken as of today June 10th, 2024 from Compass Rose. I need a letter from Compass Rose relieving me from this debt and have no harm done to my credit nor my co-signers credit. 
  
  Sincerely,
  
  *********************** *****

  Business Response

  Date: 06/11/2024

  Please request a phone number from Diago so I can reach out and correct this situation.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21776525
  
  I am rejecting this response because:

  No action was taken. My phone number on file that Compass Rose has is ************. The co signer will be present should Compass Rose choose to contact me.
  
  Sincerely,
  
  *********************** *****

  Business Response

  Date: 06/17/2024

  After investigating this situation, we found the following:

  This student left before his lease was up, we waived the lease term penalty that we usually charge.

  Upon inspection of the apartment after the student moved out, we found a great deal of trash, the apartment was extremely dirty and there was broken furniture that had to be replaced.  These issues are the reason for the charges. 

  The student can reach out to ************************* to discuss these charges. ******* number is ************.  I will also ask ****************** to reach out to the student.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21776525
  
  I am rejecting this response because:
  

  I moved out of the apartment in October because Compass Rose had transferred me to a new apartment complex without any consent or explanation. On 10/3/2023 I received an email stating that I will be moved from my apartment. This was then followed up by a second email stating the same thing but with a different location. When I went to the Compass ************ they informed me that I would be moving to a different apartment different than either one stated in both emails. After learning of this I went to the location stated by them and the **************** had no information that I was to live there. I then returned to the Compass *********** to find out what happened, to which they told me that I would be in a different apartment complex different than the one they had just told me (which was also not any they had given me prior). Upon arrival to the address they had given me, there was no apartment with the number they had given me. I returned back to the Compass *********** to try and find an address that had my information and had actually existed. When I had informed them about the situation, I told Compass Rose that I will not sign a new lease. I did not sign any paperwork starting a new lease at any other location other the one on November 2022.  

  In the inspections that Compass Rose gave into the apartment, I had stated multiple times that one of the tenants had been keeping the environment in a messy and unsanitary order. I have also informed the inspectors of numerous roaches present in the apartment as well as mold in the ** unit, to which my complaints went ignored. One of the inspectors took photos of the complaints that I had brought up. If me leaving on October 2023 was not an issue the, then why is it an issue now?

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

• Initial Complaint

  Date:02/22/2024

  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.

  Compass rose student housing has been a non stop problem to every student i have talked to in the ******* trade school in ******* *******. Compass Rose has violated their terms of the lease multiple times to me alone. Multiple building managed by compass rose have been evicted due to them not paying the rent while still collecting money from the students. Specific lease violations include coming into the apartment without a 24 hour notice multiple times, throwing away our official **** mail and claiming they never did that. They have had fraud issues with repair orders being paid out but never complete at the residency. Double charging students for rent and utilities. Giving keys to students who are not supposed to be in the apartment yet. The current apartment we stay at is $1900 through ********************** yet compass rose charges the 3 students staying $3300 per month. My last apartment with them was $2200 per month with compass rose collecting $4000 from the 4 students staying there. This company does not help students in any way they just hurt and cause more stress.

  Business Response

  Date: 02/22/2024

  Compass Rose Student Housing charges are not just for the space in an apartment.  Our service includes furniture, and the utilities are included in the payment the student are required to pay us.  We do not charge any deposits as do apartment communities.

  We also provide RA's on each property to assist students when needed.  We have student events and offer a free food pantry to any student living in our housing that *** need food.

  Our lease states that we inspect the apartments monthly but also have the right to inspect unannounced if there is a complaint or reason to inspect.

  We do stop using properties on occasion if we feel they are not a good fit for our students.  Also, if the management changes they *** not chose to house students any longer.

  Shared housing is not a good fit for all students as there are rules ie; no drugs, alcohol no smoking inside the unit and no overnight guests.  We also have a no pet policy unless it is an *** registered animal.

   

• Initial Complaint

  Date:07/10/2023

  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.

  Compass Rose is student housing which you still pay a pretty ***** for. *************************************** has been less than helpful on several occasions although she is the property manager. July 9, 2023 my son had water dripping fast from the upstairs. He contacted his parents for help as a typical student learning to live on their own would do. We immediately turned to the website for assistance. The number given was no longer a working number. We turned to the personal cell number of the property manager. After numerous attempts she finally called back & treated us as if this was our problem. Her correspondence to me & the father were less than professional as her unprofessional demeanor when you speak. *************************************** will immediately cut you off & is extremely rude. This *************** employees DO NOT have their clients best interest at heart. Look elsewhere & read reviews.

  Business Response

  Date: 07/10/2023

  Compass Rose Student Housing is not the property managment company for the apartments we use to house students.  We also do not employee the maintenance staff.

  Our President was in contact with the mother on Sunday (yesterday) June 9th and we have contacted the property to get this leak repaired.  The leak is from the apartment above her son's and is not a student apartment.
  We have also been in contact with the mother several times today.

  We do apologize if ********************* came across as rude and will address that with her. *********************** is not the property manager of the apartment, she is an employee of Compass Rose Student Housing.

   

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20295844
  
  I am rejecting this response because the president did not have any contact with me, the father, or my son on Sunday, July 9th. The only contact we had was with one unprofessional *********************************** employee by Compass Rose. ******* was requesting my son approach the upstairs neighbor which is not the responsibility of the renter. It took several hrs to get anyone out to the property. I'm concerned the repair will be done incorrectly and now there is the possibility of mold. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/10/2023

  Our President spoke with the mother ******* on Sunday and again today.  ..

• Initial Complaint

  Date:11/02/2022

  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.

  Compass Rose puts students in high crime rate areas. My apartment was broken in to and valuables were stolen. If they really cared about the students then they would at a bare minimum look at the crime area for where they plan on putting new students.

  Business Response

  Date: 12/20/2022

  The apartments that we use for student housing are located near the partner school at the request of and are approved by the school.

  There is no city that is crime free, however, if we receive information that a particular area is not safe we will not use that area for our students.

  We suggest that all of our students carry renters insurance to protect themselves.