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Business Profile

Property Management

TableRock Residential

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/01/2024

    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.
    Please see above information
  • Initial Complaint

    Date:01/03/2024

    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.
    I and my roommates lived at ************** in Apt B306. We moved out on 10/14 and had an official move out date of 10/20, and in the interim we got set up at the new place of living and finished cleaning out the Encore apartment. I don't remember these exact days without trolling through my phone's history, but a few weeks later I got a message saying that we were due for our deposit refund, a not insignificant amount. I responded to that message shortly after, that day, and confirmed the forwarding address, as it had changed. They acknowledge the change of address. A couple more weeks go by and I don't get the check. I call again. They confirm they sent the check...to the old forwarding address. I correct the address again and they claim to resend it. A few weeks go by and I call again to ask. Once again they confirm they sent it to the old address and say they'll take care of it. It's been a couple more weeks now (total wait of actively expecting the check about two months now) and I haven't heard anything still. I call again and I was sent to voicemail. They still owe us $1874.76.
  • Initial Complaint

    Date:12/13/2023

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I lived at ******************************************************. I moved out September 26, 2023. I received a check for $66.68 as partial return of my deposit of $400. The envelope was postmarked on November 17, 2023. There was no statement or breakdown included explaining why $333.32 was withheld. My attorney has advised me that TableRock Residential is in clear violation of ******** law and therefore cannot retain any part of the deposit. He has advised that we are able to sue ******************** for damages equalling three times the original deposit, which is $1200. The statute is: CO code *********. If you ****** the statute, youll see the law is unambiguous. ******** law requires a landlord to mail a statement within 30 days of the tenants move date. The statement must give full details of why funds are being withheld with a cost breakdown. The statement must be mailed with a check to the tenants last known address. I provided my new address to the ************ staff in June. If the staff lost the forwarding address, the statement needed to be mailed to my last known address at ********************** as required by law. To this day, 78 days after vacating the apartment, *** received no statement. In addition, I received the partial check well after 30 days post-move. Please also note you put the wrong move-out date on the check. I have no idea where that date came from. The staff didnt schedule a move-out inspection, and they were never onsite at the property, so I can only assume this date is made up. My vacate date was Sept. 26th. I have emails where I confirmed this several times with the staff. Again, your envelope with the partial check was postmarked Nov. 17th, so youre well beyond all possible deadlines, regardless of which date you may have erroneously counted from. As explained, by not providing a statement at any time, you have violated the law.
  • Initial Complaint

    Date:12/08/2023

    Type:Order 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.
    We have lived in the Boulder Creek apartments for about 5 years. We have been great tenants. We paid on time if not early.We had to move out recently due to our growing family. We needed a third bedroom and they only had one and two bedrooms.We had asked if we could end our lease just a month early without penalty as we needed to move in a timely matter to secure an apartment and price.They were not accommodating as well as offered to term our lease but charge us the fee (which would be more than letting the lease end).They gave us our new lease terms with only 52 days till our renewal date but wanted a 60 day notice.We agreed on letting the lease end and thats all we would owe.They sent us a bill which included a term fee on it. With much back and forth it was finally removed.However, we are still being charged $1000 for carpet and $1400 for paint.When we moved in the carpet was already 2-3 years old and had bumps from where it had been stretched out from wear. The paint was old as well.We have been through 4+ property management companies while we have lived there. The original said we were allowed to put as many holes in the walls as needed without penalty.Upon move out we filled and sanded all holes.I am writing to get assistance with these charges for paint and carpet being dropped. We would love if we did not owe anything else for rent as we gave a timely notice that we needed to move and have been moved out since December 1st.
  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I moved out of ************** on 5/31 and filled out the move-out sheet which included my new address for my security deposit to be forwarded to. A month went by, and no check. So I called them and they said they never got a forwarding address. Which is false, but I reprovided the address for them anyways. Another week and a half goes by, and no check. So I call again. They ask for my new address once again. Which I provide again. Another week goes by and still no check. This time when I call they transfer me to an office manager who says she has never received any note about my situation and reassures me she will be in touch with the accounting department and either her or ***** will be in touch with me to update me on the location of my check. Another week, same thing. I call again and this time and transferred to *****. He repeats the same thing to me as the last office manager about not receiving any notes about this situation. He also blames me for not providing my forwarding address which I have over three times at this point. He also tells me he will get in touch with accounting and get back to me. It has been two weeks since that phone call. No one has gotten back to me, and I still have not received my security deposit check. I called last week and got a receptionist who just told me the security deposit checks were sent out last Friday and I should receive mine shortly. I still have not. I tried to go down to the property yesterday, but their office is closed for summer move-ins or something like that. I tried to call that same day and no one answered. I left a voicemail and have not received a call back. I emailed Table Rock Residential and informed them of this situation, and have not received a call or email back. I called today as well, 8/8 and no answer. I have called every week for the last two months and not once has anyone gotten back to me about the location of my check. They blame me every time and give me the same story but no solution or check.
  • Initial Complaint

    Date:07/29/2023

    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.
    On April 30th, 2023 I vacated my apartment at *******************************************************************. My unit # was A418. Before moving I spoke with the manager about the process of move-out. I had one conversation with a woman at the front desk and one with the manager, ******. I asked specifically about carpet cleaning and was advised that this wasn't necessary, I asked about a through vacuum and was advised that we could do this, but we really shouldn't need to because a standard cleaning would be done. We proceeded to do a thorough cleaning of the unit and a thorough vacuum. When our final bill came, it included a fee of $1100 for an entire recarpeting of the unit. I asked why and I was given two images showing supposed stains which were only visible on the UNDERSIDE of the carpet, with no evidence that they were caused by us or that they were actually from our unit. I have the photos of the top side and there are no stains. I was told that it is routine practice to tear up the carpet after each move out. I asked if the stains had been attempted to be removed, and I was told no, that they could tell visually this was not repairable. The conversation and reason for charges continued to change. First I was told the charge was because we didnt return the carpet to them in the nature that it was given to us which was given to us brand new. The carpet replacement company stated the apartment reeked of urine and that there were many more stains, but that they had no evidence. I am positive the apartment had no smell whatsoever. I consulted a lawyer who reviewed the case and confirmed the supposed damage standard wear and tear, if it was our fault at all. Further there is a known history that carpets get random damage and stains in transit, and when being laid out. After sending all of this over to TableRock, we sent them a check for the remainder of our bill, less the cost of the carpet. From this point their management sent our account to collections, which we will be disputing.

    Business Response

    Date: 08/09/2023

    Both the staffing and carpet company found evidence of urine smell in the unit upon move out inspection. after pulling back the carpet, stains were found and the need for carpet replacement was determined. 

    Customer Answer

    Date: 08/09/2023

     
    Complaint: 20393081

    I am rejecting this response because:

    There was absolutely no smell of urine in the unit. As my roommate, our friends who visited the apartment, my fianc who helped me move out, and I can attest, this is a false claim with no evidentiary support. Per my email with ****************** (site manager) on 5/11 he stated that it is the routine practice of the management to pull back the carpet in order to see if they can find damage that is not visible from the top side of the carpet. This would suggest that the carpet was not lifted due to a scent, it was lifted as a supposed business standard practice. ****** goes on in that email to state that they "found significant staining that was not able to be removed from our cleaners", to which he verbally confirmed there was never any attempt made to clean the carpets prior to replacement. The photos provided from the management team do not demonstrate "significant staining" especially when no such stains are shown from my photos of the top side of the carpet. If those stains were cause by myself and my co-tenant, then they are within a reasonable size to have been cleaned by the carpet company. I have confirmed this information with several corporate level, property management contacts. In the event of a pet urine stain, there are professional grade cleaning solutions that would resolve the issue without carpet replacement being required. It was not until late in my conversations with TableRock and their ***************** vendor, that they added in the concern of a pet urine smell and supposed additional staining not shown in the images. When speaking with the carpet cleaning company management (***********************) he confirmed that he was unable to provide me with evidence of additional staining or pet urine scent from our unit, as no evidence existed/was documented. Further, the screenshot provided in this claim regarding an email from ***** to ****** (sent to me by *******) mentions nothing of our unit number, the date of the unit inspection, and provides simply a general comment that in the event of extensive pet staining and damage, carpet replacement would be advisable. I requested to Hilarie that I be shown the entirety of the email thread that corresponds with this statement from ***** and this request was never obliged.

    Additionally upon my initial conversations with ******, as I pressed that the staining shown in photos, supposedly caused by myself and my co-tenant would be considered normal wear and tear, if they were even from us at all. He then changed his story from the stains being beyond wear and tear, to citing a portion of the ***** Attorney General ****** & Landlord Manual regarding that aside from the disagreement on extent of supposed staining damage, we had not returned the unit to them in the condition which we received it. This claim holds no ground as the entire complex was brand new when we arrived. There is no way, in any circumstance, that any tenant can be held to return a completely new unit back to the management company, in the same, brand new condition. 

    The story with TableRock has changed several times and I have only been provided two photos and screenshots of half conversations which amount to no concrete evidence that there was a pet sent in the unit, that the stains shown are from our unit, that the stains shown are from a pet, that the stains shown were not able to be cleaned, or that these stains did not exist prior to our occupancy. Normal wear and tear per the ***** Attorney General includes "moderate dirt or spotting on carpet." I have confirmed all evidence and background with legal counsel in ***** and they agree that this is an egregious claim against myself and my co-tenant.


    Sincerely,

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

    Business Response

    Date: 08/28/2023

    Hello,

    I am not sure how else I need to respond to this complaint. We have already sent a response. 

  • Initial Complaint

    Date:07/10/2023

    Type:Billing 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.
    Property manager will not admit fault for shortage of rent due to bad information given for rental assistance and is trying to collect money for additional charges

    Business Response

    Date: 07/11/2023

    Hello ******, 

    I have looked into your account and have found nothing wrong with your charges or payments. In fact, all charges and payments have been applied appropriately and you currently have a credit on your account. I have included a copy of your ledger from the beginning of the year to present. If you have any questions or concerns, please feel free to reach out to us directly. 

    Thank you.

    Customer Answer

    Date: 07/11/2023

     
    Complaint: 20301409

    I am rejecting this response because:
    I'm not adding any paperwork because we all have the same paperwork that doesnt even need to be looked at. The issue is as follows: how do I owe ANY rent when I received assistance? How do I have ANY late fees as well? This makes absolutely no sense whatsoever. That is the sole reason why I received assistance. To have a roof over my head correct? Property manager is using rental assistance funds for wrong things. And that doesn't fall on me.  Water, sewer and trash are NOT utilities because the entire building (which we all know is 16 units) shares. Also I have never personally received a bill for these socalled utilities in my personal mail box. 

    Sincerely,

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

  • Initial Complaint

    Date:05/17/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was lied to about the apartment i was given, nothing was remodeled, took them weeks to repair anything when i had issues. They left me without water with a toddler while they fixed a leak and expected me to walk to another apartment in the middle of the night for water. They are very money hungry, I moved out almost 60 days ago and have not recieved a detailed list of move out charges nor have i recieved any of my **** deposit back. I complained about mold growing and they litterally just ignored it. Very poor property management company and they dont care about anything except money.
  • Initial Complaint

    Date:04/11/2023

    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.
    Mold was located in an apartment in The ************** complex managed by Table Rock Residential. ***** law states that this must be remediated within 3 days of notification. Notification was made via email on April 9 and was acknowledged by ***, the onsite employee on April 10. I have reached out to Summer ***** at Table Rock Residential three times via email and she will not reply, by email or phone. A representative from ******************* Restoration was sent out out to look at the mold. Without proper containment barriers, he scrubbed the mold off the drywall and treated the surface area. This action released mold spores into the room l, left a harsh chemical smell and left the odor of the mold that is still inside the wall. They have refused to properly remedy the mold until Friday, April 14 and have not provided other lodging as an option. There are three tenants renting this apartment, one with a severe pre existing asthma condition.

    Business Response

    Date: 04/24/2023

    Good Afternoon,

    An email was sent on Sunday, April 9th in regards to growth in Spencers bedroom closet. **************'s office is closed on Sundays. The team did not recive his email until the following Monday. April 10th. The community manager and the maintenance supervisor both made contact with ******* in the leasing office. That same day, Monday April 10th, a 3rd party, certifed restoration company was called out to assess the water damage found in the bedroom closet of the resident. Due to the level of concern by the resident the site team felt it woudl be better to get the 3rd party involved to treat the area to ensure they felt as if the situation was being addressed to their satisfaction. Their was visibal growth in the closet. However it was less than 1 sq. ft of space. The vendor was able to propery treat the surface area on Monday April 9th. 

    During this time an email was sent late Monday afternoon, to my email address. I had already left for the day, and was going to be out the following Tuesday. Another email was sent again the following day requesting a response by me before noon. It was not until late Tuesday night on the 10th that I was able to respond to ********* mother. Also a co-signer on the accont. I appologied for the delay and let her know I would contract her the following day after I had visited the community and looked at the apartment home. She was not satisfied with this response and sent a 3rd email late that evening after I was no longer responding to emails.

    Wednesday, April 11th, I arrived at the property, met the 3rd party restoration company that had been in the apartment on Monday to clean up the closet area. When I entered the apartment to visually inspect I could see that the growth was infact clean and had not returned into the closet space. He tested the walls for moisture, and located one area in the corner that has some moisture. It was agreed due to the residents level of concern to remove the small area of wet drywall to ensure no future growth. We agreed to remove the drywall, dry out the space and put back new drywall. I them spoke with Specer, the resident living in the ****. Listened to his concerns, explained the situation in person. He seemed appreciative of the convesation, and the additional explanation of the situation from myself and the contractor working in his room. 

    I then went back to the main leasing office. Spoke with the leasing team and then called *****************************. She expressed her frustrations with the situation. I assured her that the professional 3rd party company coorectly removed the growth based on state requirements and that we had been addressing the situation. 

    A certifed technician was there on the 1st open buisness day and evey day that week from Monday - Saturday to address the residents concerns. I would like to note it was less than 10 sq. Ft and did not require a hired professional company to come in and remove the growth. Encore did not neglect the situation, hired a 3rd party company and addressed the situation same day. 

    If there is further information needed I can be contacted directly at ************ or ************************************ 

    Customer Answer

    Date: 04/28/2023

     
    Complaint: 19924459

    I am rejecting this response because: The details provided by the regional manager are not completely accurate.  The facts remain the same, the parties involved at the local office refused to properly address the mold inside the wall, only cleaning the surface mold, stating they would have to fix the roof leak before addressing the mold inside the apartment. On Monday, the surface mold was scrubbed of the wall without proper containment barriers in place releasing unknown mold particles into the air and an unknown chemical was used on the surface of the wall to clean it. The smell of the chemical and mold were subsequently reported and nothing was done to address it. The room was not inhabitable that night due to the smell of the mold and the chemicals. There was an attempt to sleep with the window open, however the temperatures were below freezing which made this not an option.  On Tuesday additional mold was located and reported.  After filing the complaint with the Better Business Bureau and sharing our knowledge of renter's rights in *****, the regional manager stepped in and scheduled the third party to remove the drywall and material inside the wall affected by the mold.  Our complaint remains the same, the service provided was only done so after multiple attempts to communicate with the regional office failed due to mismanagement and lack of availability on their part.  We were provided only one email address with which to attempt communication and that individual was not available, therefore our communication went unanswered for two days.  The onsite manager and maintenance person acted in an unprofessional and incompetent manner. Accusations of lying, inappropriate language was used, and they refused to provide a phone number or alternate contact for the regional office.  In the end, the mold was removed within the three day legal requirement, however the public has a right to know the difficulties in obtaining proper and professional service they will deal with should they choose to engage in a lease at a property overseen by this company.  We have no further requests at this time and consider this issue closed.

    Sincerely,

    *****************************
  • Initial Complaint

    Date:03/20/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business does not care about the health or well being of their tenants. They are just in it for the money. My son has had recurring health issues for over a year. I told the last property manager about the mold in the apartment and his solution was to just spray bleach on it. I told tablerock about it after they took over I guess not soon enough but when I did they did nothing. With then not doing anything about it we found another place. I used the money for ******* rent for the new place. They did not even provide us with a statement before sending the balance to collections. I also requested the radon test results that was done while we were living in the apartment and she refused to give them to us. I also requsted the air quality check results that i was thinking they were going to do when we moved out prior new a new tenant moving in. She said they arent doing one just turning the apartment and putting a new tenant in. The neighbors also have mold in their apartment. I don't know if I can get anything done about it this on my end but I just don't want another family moving in dealing with all the health issues my son did and is still dealing with although it has slightly improved upon moving out of the apartments. The apartments we were living in is deer creek apartments.

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