Complaints

This profile includes complaints for Mac Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mac Properties has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mac Properties

  1364 E. 53rd Street Chicago, IL 60615-4046

  
• 

  MAC Property Management, LLC

  32 N Dean St Fl 2 Englewood, NJ 07631-2807

• 

  Mac Properties

  350 E Armour Blvd Kansas City, MO 64111-1288

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:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've submitted multiple noise complaints to Mac about my upstairs neighbor over the past few months. All have been ignored. The noise is sufficiently loud that it keeps my wife and I awake at least 1 night per week.This is despite my lease entitling me "quiet enjoyment" of my apartment after 10 pm each day.

  

  Business Response

  Date: 11/06/2023

  Dear *******,

  We are genuinely sorry to hear about the distress caused by noise disturbances in your apartment. We understand the importance of peaceful enjoyment of your home, and it is always our intention to uphold this right for all our residents.
  Please be assured that we take noise complaints seriously and strive to address them promptly and effectively. It seems, however, that we have fallen short in managing your concerns to your satisfaction, and for that, we extend our sincere apologies.

  In our commitment to rectifying this situation, we would like to investigate this matter further and take the appropriate steps to resolve the issue. Our ******** Services Associate, Ahna, is actively looking into your complaints and she will be your best line of direct contact when following-up on this complaint. You can reach Ahna at ************************.

  Please also note that we will always send our security officers directly to the apartment creating a disturbance anytime if you call our emergency contact center at ************. There is always someone available to take your call and direct a security team member to the issue 24/7. 
  
  Thank you for bringing this to our attention. We are committed to ensuring a comfortable and peaceful living environment for all our residents. Your cooperation is greatly appreciated as we work towards a swift resolution.

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20809273
  
  I am rejecting this response because it's not clear that anything has been done about this. *** just sent a nicely worded apology with no indication that they've done anything or plan to do anything. Two times in the past week these neighbors have still woken me up.

  

  Business Response

  Date: 11/15/2023

  Dear *******,

  Thank you for your continued feedback. We apologize that the issue with your neighbors persists and our initial response did not meet your expectations.

  At Mac Properties, we take such matters seriously and understand how ************* can be to your peace and comfort when issues like these are not adequately addressed. To address your concerns, we have reiterated the urgency of this matter to our team to ensure swift action. You can also alert our ************* team to help immediately address any noise concerns in the moment by reaching out to them at ************. We are committed to monitoring this situation closely and ensuring an effective resolution. Please reach out to our ******** Services Associate, *****, who is directly monitoring this complaint, if you require further assistance at **************************.

  Thank you for your patience and understanding. We hope to resolve this issue to your satisfaction as swiftly as possible.

  Sincerely,

• Initial Complaint

  Date:10/27/2023

  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.

  *** has been the worst company I have ever rented from not only do they not manage their properties effectively but they also will charge you for additional charges every month! This month Ive been charged an additional $400 and nobody can tell me why I have spoken with Star in the call center she didnt know why I also spoke with ******** in ******** services and she also couldnt tell me a reason. I have sent multiple emails with no reply. I am a property manager myself and I would never treat my tenants with such disrespect. I will not be resigning my lease and hopefully someone gets back with me ASAP

  

  Business Response

  Date: 11/03/2023

  Dear ******,

  We appreciate you taking the time to share your concerns with us. We want to extend our sincerest apologies for the frustration and inconvenience you have experienced. We understand that as a fellow property manager, your expectations of property management standards are high, as they should be. Please know that your feedback has been taken very seriously.

  We are relieved to note that since your original complaint, our management team has been in direct contact with you and has worked with you to resolve this complaint. We have also taken steps to address the other concerns you raised, as part of our commitment to continuous improvement and resident satisfaction.
  
  Thank you for your feedback. If there is anything more we can do to assist you, please do not hesitate to reach out to our ******** Services team directly.

• Initial Complaint

  Date:09/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't get the apt do I was told my $500 moving fee would be returned in a week it's a month now and still Mac properties has not given me back money...everytime I call they say they will call corporate and after 5 calls they say the same thing

  

  Business Response

  Date: 10/04/2023

  Thank you for reaching out about your concern regarding your refund for the $500 moving fee associated with your apartment search. We appreciate your patience and understanding throughout this process.
  

  Upon investigating further, we confirmed that your requested refund was processed by issuing a paper check, which has been received at our offices. You can now contact our office staff to coordinate the collection of your refund.

  Please feel free to reach out to us directly at ************ or via email at ************************** to arrange for the refund pickup or address any additional concerns or questions you may have.
  We are dedicated to ensuring a swift and satisfactory resolution in this matter. We appreciate your cooperation as we work towards resolving this to your complete satisfaction.

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $1080 for damage charge after I move out. However, I do not have an itemized list of what damages you have detected and what each of them costs, not even an estimate list. I reached out to their team right after I saw the charge and started a management request on your website but no one has reached out to me about it. Then I emailed the property management but was told that they have left the company so I was finally referred to the current property management through email. I have emailed this manager *** multiple times but did not have any response from her until I got her phone number from another resident who also had the same issue. After a week of traying to reach out to her, I finally had a chance to talk to her on the phone. She told me that the damage to the floor can be arguable but she needs more time so I waited for another week. Again, no response. It has been almost 30 days since I first reach out and this issue is still now resolved. Other than this, I was also overcharged for my parking in August. I was charged a whole month parking fee though my parking lease ends before then. I also contacted your team more than a week ago and was told that I would get a refund, but no refund till today.

  

  Business Response

  Date: 09/22/2023

  Hello, 
  
  Thank you for letting us know about your pending requests for management to contact you about your issues with damage charges and parking charges. We have passed along your request for immediate follow up to ********, the Regional Manager, and she let us know she would be in touch with you today, 9/22/23 by 8:00 PM CST. We know that ******** will be able to further assist and resolve your issues.

  All the best,

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20610786
  
  I am rejecting this response because: It is already 9/27 and I did not hear back from ******** at all even though she told me she would get back to me last week. 
  
  Sincerely,
  
  Zhennuo **

  

  Business Response

  Date: 10/13/2023

  Dear *******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any delays in responding to your inquiries regarding your damage charge and parking fees.

  We are pleased to inform you that the parking charges have been reversed and credited back to your account.

  As for the damage charge credit request, our newly-appointed Property Management team is actively reviewing your case. They will soon reach out to discuss the itemized damages, complete with photographs, work orders, and detailed notes taken by our maintenance team. Please know that the charges were levied for repairs that go beyond typical wear and tear, including refinishing wood flooring, replacing wooden kitchen island trim, replacing refrigerator interior drawers that were cracked, and restoring glass cooktop surface.

  I understand this process can be frustrating, and we apologize for not handling your initial request more promptly. For direct communication, our new Property Manager, ********************** be your point of contact. ****** will be in touch within the next few business days to help you better understand the charges and credits associated with your account. Alternatively, you can reach out to ****** directly via email at ************************.

  We appreciate your patience as we work to resolve these matters to your satisfaction.

  Sincerely,
  
  

  Customer Answer

  Date: 10/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Zhennuo **

• Initial Complaint

  Date:09/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our unit is **** #3. For the last 16 months, MAC apartments has insisted that we have two electricity meters attached to our unit, one with an address of 3r and one with 3f. When we opened an account with ***** and gave them our address, they opened the account under meter number ********* and listed the address as 3f. We have paid the CoMed bills directly to CoMed. MAC apartments has been charging us for a second meter, *********, with an address of 3r along with a $50/month vacancy fee. We asked for utility statements for this second meter and the meter number. We finally got the meter number on Sept 5th and some of the bills on Sept 6th. We called CoMed and asked them to verify that both meters are attached to our unit. They came on Sept 13th. A MAC person had to unlock the utility room door for ***** who discovered six detached meters lying on the floor. One of those meters was meter *********. The bills for this meter which were sent to MAC showed that all charges were estimated because the meter couldn't be read. These were "made-up" charges. We called repeatedly for the last week asking for someone to refund us the fraudulent electrical charges along with all late fees. Today we spoke with a manager who knew nothing about this and said they would have to investigate. Its been ********************************************** the meantime, they owe us money but are still insisting we have to pay these charges and late fees under threat of raising our rent or evicting us. That is called extortion. It was MAC's responsibility to deactivate those old meters which were replaced with Smart meters in 2018/2019. They did not. They have been fraudulently billing tenants for these disconnected meters ever since along with the $50/mo vacancy fee under threat of a raise in rent or eviction. This is unconscionable business behavior. The owner of MAC, *************** LLC refuses to take phone calls. We want this resolved NOW.

  

  Business Response

  Date: 09/29/2023

  Dear ****,

  Thank you for taking the time to leave your feedback and experience trying to solve this issue with our teams. We genuinely apologize for the inconvenience and frustration you have experienced regarding the electricity meter issue. 

  Regarding the confusion with the meter numbers and billing, We noted that our accounting team and resident services team are taking the necessary steps to prevent any future billing discrepancies and provide any vacancy fees and charges you have incurred as credits to your ledger.

  Your patience and understanding during this process are highly appreciated. We assure you that we are committed to resolving this promptly. If you have any further questions or concerns, please don't hesitate to reach out directly to our office at ************ or speak with our team via email at **************************.

  We are dedicated to working with you until this matter is resolved to your satisfaction.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20606465
  
  I am rejecting this response because:

  This is a non-response response. All they did was give us their telephone number and said they would look into it. They've been saying this since May of 2023. Our current bill is full of late charges, fraudulent electrical charges, fraudulent vacancy charges, its a mess. In order to satisfy us, have someone in your office at the supervisory level (******'s supervisor who was supposed to call back and never did) or higher call us and straighten out our ledger. You have our email addresses and our phone numbers so there is no excuse for not having the courtesy to call us and get this resolved. We have direct lines to a number of people who we spoken with over the last six months but when we try to contact them again, they never pick up, never return calls. Until we receive a clean ledger and a phone call, we will continue to pursue this matter.
  

  MAC also owes this courtesy to every other tenant in our building because they have been doing this to them as well.
  
  Sincerely,
  
  C *********

  

  Business Response

  Date: 10/05/2023

  Dear ****,

  Thank you again for bringing this to our attention and providing more information. We deeply regret the inconvenience you've experienced.

  Our ******** Services team, in collaboration with ComEd, Conservice, and our accounting department, is diligently working on resolving your concern. We commit to updating you today, 10/5/23, regarding any adjustments to your utility billing, credits for vacancy fees, among other related matters.

  ******** from our ******** Services team will be your point of contact for further updates. You can expect her to get in touch with you shortly. We sincerely appreciate your patience as we strive to address this issue not only for you but also for the entire building community. For direct communication, feel free to reach out to ******** at ************ or via email at *************************.

  Customer Answer

  Date: 10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, if we do not receive the credits we deserve, along with the other tenants in the building, we will file another complaint. We are willing to work with you but we have to see actual results.
  
  Sincerely,
  
  C *********

• Initial Complaint

  Date:08/29/2023

  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.

  August 22, 2023, the ** unit in my CHP unit stopped working. This before the 2 days (8/23 and 8/24) that ******* had an excessive heat warning. At the time that I left my unit on 8/22, it was ~80 degrees indoors, even before the onset of the record-breaking heat. My unit is on the 14th floor with only one window that opens about 4 in. The indoor temp rendered the unit uninhabitable. For four days I was unable to ascertain an update on the progress toward a repair. I had to secure alternate living arrangements. I was told HV** was on their way on 8/25 but that was not true. 8/25, I received a call from *************************. She offered an alternate housing for Friday evening, but it was ~4:00pm and I had made arrangements. I indicated interest in alternative arrangements starting the following day, a first admission from Mac that my unit was uninhabitable, but I have not received any communication from her since the 8/25 call and text messages on 8/25. I continued to submit tickets, call resident services, and email the regional manager. 8/28 at 10am after 2 more calls to resident services and a call directly to the Maintenance Director. The unit was fixed within one hour. I am seeking a rent credit for September for 6 days or a refund for 6 days (August) due to the negligence in fulfilling this repair request (which was ultimately fixed in an hour when an HV** technician was finally dispatched to my unit!). I was offered a restaurant gift card because my unit was deemed by *** as merely "uncomfortable" during that time. This is not a sufficient to acknowledge the length of time and costs incurred being displaced from my home due to the negligent lack of communication preventing a timely repair. Today *************************** at Mac indicated that there are "cooling spots" at City Hyde Park when in fact the resident lounge and my hallway were in disrepair at varying lengths during this time and registering temps of 83+, so that was an uninformed statement.

  

  Business Response

  Date: 09/06/2023

  Dear *******,

  Thank you for reaching out to us. I want to extend my sincerest apologies for the inconvenience and discomfort you experienced due to the recent issue with your ** in your apartment. We take your concerns seriously and your comfort are of paramount importance to us. 

  After reviewing your service requests, it looks like all attempts to repair your ** were made in a timely manner from our maintenance team, but the issue was then beyond **************'s abilities. This required specialized services which unfortunately delayed the ** repair. This delay could have been communicated in a more consistent and transparent manner, and for this, I apologize. We will be reviewing our communication procedures and response times to prevent similar situations from occuring in the future.
  

  While I cannot address your request for a rent credit or refund, I want you to know that our ******** Services team is always available to help you with your request directly at ************ or via email at **************************.

  Customer Answer

  Date: 09/12/2023

  Complaint: 20539783
  
  I am rejecting this response because I have not received any compensation in the form of a rent credit, alternate housing, or compensation for hotel stays during an ordeal with bungled communication and neglect on the part of Mac Properties. In the response whomever responded said they can not speak to the rent credit. This illustrates the lack of an effective communication network at Mac Properties and an interest only in collecting rents and not caring for tenants during emergency maintenance issues and a commitment to disinterest in resolving issues that directly impact the quality of life of their tenants. It's unacceptable.

  Management has acted, on more than one occasion, that they just "learned" of this incident, when I was in fact offered alternate housing via phone (it was late in the day and I already had made arrangements) from the regional manager for one night then completely ignored as I continued to be displaced for an additional 4 days during a record-setting heat event in a 14th floor one bedroom apartment with one small window/no air flow/and temperatures  I left when the temp hit 85 degrees.

  Late in this thoroughly documented process, I received voicemails from the regional manager indicating she didn't know of the issue when she had in fact spoken with me on the phone once, told me she would help me make a plan, and then ignored my subsequent text message and all of the emails I sent to her. She said in a late night voicemail after I reached out to one of her colleagues in an effort to get a response from Mac Properties that her "email didn't work", but she indicated that it didn't work the week after this issue, so I don't understand the relevance of that excuse.

  
  Unrelated to my specific issue, but related to the overall neglect of Mac Properties, the freight elevator has been out for nearly a month and a broken shelf in my closet was not fixed for several weeks. Mac Properties values tenants only for the checks they cash. I was an excellent tenant for three years in what Mac Properties inaccurately describes as "luxury" housing. I deeply appreciated the care from the front desk team, to be clear, but management is neglectful, and unresponsive. 
  
  Sincerely,
  
  ***************************

  
  

  

  Business Response

  Date: 09/22/2023

  Hello *******,

  Thank you for your response. We appreciate your feedback and we have passed this along to our Property Manager, ******** to follow up with you via email today, 9/22/23 by 8:00 PM CST. Please let us know if you are not in touch with *** to help resolve your issues and we will be sure to connect you again. 

  All the best,

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20539783
  
  I am rejecting this response because I'm still not convinced that there is an understanding of what I experienced. While filing a BBB complaint was helpful with regard to getting management to respond, the recent response incorrectly details events that did not happen to me at a building I did not live in. There doesn't seem to be a process for problem solving during or after an unexpected event or disruption of housing, nor coherent communication. I was offered a gift card, but that is not aligned with my displacement. I do not accept that response, but I am also not feeling optimistic that there is an understanding or effort made to track my experience without mingling it with others. My hope is that Mac Properties will find a way to do better for other tenants moving forward. I will never rent with or recommend Mac Properties again.

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

• Initial Complaint

  Date:08/28/2023

  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.

  Hi, I had a 13-month lease with Mac Properties in *******, with *************** from June 2022 - July 2023. Everything was fine until I moved out. I have paid $28105 in total for a 1b1b unit with the parking lease. On 07/27/2023, I received an Invoice (********- Unit ****, ****): "Service Request Charges Miscellaneous Charge (Damage Charge) ($****)" saying I need to pay **** dollars damage fees.I am confused because I thoroughly cleaned the whole apartment and took pictures and videos for evidence. In the charges and invoice they sent me, they don't have before and after photo proof as well as the itemized invoice of this repair. So, I decided to contact *** to resolve issues together. During these few months, my partner contacted *** multiple times on my behalf. However, we can't get in contact with anyone who is in charge of the billing. We also submitted three service requests, as workers we got in touch with suggested us in the resident portal. Unfortunately, no one has helped us to resolve the issue and close the case. (Service request numbers are: ********, ********, 01209267)What I am requesting is simple: 1) someone/account in charge of the billing that I could talk to about the issues, 2) before and after photo proof as well as the itemized invoice of this repair. 3) The removal of the charge on my account: Invoice *********- Unit ****, ****): Service Request Charges Miscellaneous Charge (Damage Charge) ($****). As I stated in the service request I submitted in the portal, There was no damage done to Unit ****. When I moved out, Unit **** was left in pristine condition and was fully cleaned. I have attached a picture I took at move-out, which shows the floor clearly in perfect condition (I'm happy to share more). Even if there were scratches present, that would be considered wear and tear, which is permitted per the lease. I request that you please remove this charge. I have also provided the pictures evidence in BBB. Thank you!

  

  Business Response

  Date: 09/06/2023

  Dear ******,

  
  Thank you for bringing your concerns to our attention regarding the condition of your apartment upon move-out. We value your time as a resident at **** and are committed to addressing your issues promptly.

  
  Upon our thorough inspection of your apartment following your departure, it became apparent that there were certain damages that exceeded what we consider normal wear and tear for a one-year tenancy. While minor scratches and nicks on the walls are typical and within our ability to repair, we did encounter more substantial issues that required specialized attention.

  
  For instance, there was notable damage to the refrigerator door, kitchen counters, and multiple floorboards exhibited deep gouges, necessitating the intervention of a professional *************. In these cases, the damage went beyond the scope of what we typically encounter during move-outs.

  
  Our ******** Services team is available at your convenience to provide additional clarity if needed. Please feel free to contact us either by phone at ************ or via email at *************************** We are committed to addressing any questions or concerns you may have.

  
  Thank you once again for bringing this to our attention.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20533397
  
  I am rejecting this response because your company didn't address all my concerns and requests. 1) There is no customer services during the whole process that I can't never talk to anyone to solve the issue 2) You still didn't provide itemized breakdown, which is unlawful 3) I have mailed the check upon your account team request, but the charges are still not removed, and my money has already been deducted from my bank account. Apparently, *** lost my money, or is trying to scam the customer. *****-mentioning to others, *** also sent me a threatening email that they will ask collection company for the unreasonable charges, however, they are the one at the first place are not willing to solve the issues. So far, I found serval residents also experienced the same experiences I had.

  Money Talks!

   

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

  

  Business Response

  Date: 09/22/2023

  Dear ******,

  Thank you for reaching out. I am happy to put you in direct contact with our accounting team, because I do see that we've marked your account as fully paid and we received your check. You should have received a confirmation email or outreach from ****************** in our accounting team. If not, please reach her at ********************************** at your earliest convenience for that confirmation of your check applied to your ledger.

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current resident at Windermere. As of May 2023 I have been dealing with a severe mouse/rat infestation. Over the past 3 months I have seen over 10 mice/rats running through my apartment. Only 3 have ever ended up being caught. *** continues to send out a certain pest control company who does nothing more than throw poison in corners and seal holes with foam that mice bite threw. Over the past few days I have found droppings in the sink cabinet, behind stove, microwave, corners of counters, front closet, middle closet, middle bedroom corners and closet, back bedroom corners and under the bed. Every time pest control comes out they find a new hole that should've been found the 1st time. The entire building is infested and there are open traps in the common areas such as the main hall and near elevators. Since May I've put in at least 5 pest control requests which is a huge problem. Pest control came out last week and found a hole but said it was too big so he threw poison inside. Maintenance came and sealed a cracked piece of wood with silicon but left the hole open because they didn't have anything to fill it with. I personally filled it with steel wool and a brillo pad but that's not good enough. I'm waiting for them to come back. There are multiple traps and poison packs with no mice on them which means the methods are not working. 3 days ago a mouse was on the counter, jumped down into closet. I have not caught the mouse so it's either still inside or found another way out which means more holes. I'm currently cleaning up droppings and researching how to monitor the activity myself because the contracted company does the absolute minimum. Rent here is over 3k and I'm unable to use my kitchen as I'd like due to the fear of seeing more mice running around. I'd like real pest control services where traps/bait are purposely placd to get rid of the mice. I'm currently disgusted and creeped out. Building has a infestation issue that needs to properly be addressed

  

  Business Response

  Date: 07/31/2023

  Dear ******,

  First and foremost, please accept our sincere apologies for the inconvenience and distress this situation has caused you. We take your concerns seriously and are committed to resolving this pest problem promptly.
  
  I have thoroughly reviewed your case, and I'm glad to inform you that we have scheduled at least four follow-up appointments with our pest control team to inspect your apartment and the surrounding areas thoroughly. During these appointments, they will check for any new pest activity, seal gaps in the woodwork, and implement effective pest control measures to eradicate the infestation.

  I understand your frustration with the previous pest control company's efforts, and I want to assure you that we are taking this matter seriously. We have made necessary changes to ensure that the methods employed are more effective and tailored to the specific needs of your situation. Additionally, we have alerted our maintenance team to seal any open holes more robustly to prevent mice from biting through. We regret the oversight in the past and assure you that our team is committed to providing a comprehensive solution to the problem.

  In the coming week, we will also treat the surrounding apartments and common areas to ensure the entire building and the infestation issue is holistically resolved. Your feedback regarding the placement of traps and bait is valuable to us. We have shared this with our pest control team to ensure they strategically place traps and bait to maximize effectiveness.

  We understand the importance of a comfortable and safe living environment for our residents, and it deeply concerns us that this issue has persisted for so long. We are taking all necessary steps to resolve this situation promptly and effectively. Should you encounter any further pest-related problems or have additional concerns, please do not hesitate to contact our customer service team at ************ or by email at *************************** We are committed to ensuring your satisfaction and comfort as a valued resident of ****************.

  Thank you for bringing this matter to our attention, and we sincerely appreciate your patience as we work diligently to resolve the situation. Your trust in us is vital, and we are determined to regain it by providing you with a pest-free living environment.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20397138
  
  I am rejecting this response because:
  This past Monday I received a phone call advising pest control would come today, Wednesday Aug 2, to fill the hole and follow up ect. Today I waited and no one ever came. I called resident support who advised the only work order they see is one for next Monday for follow-up. I asked about an order for maintenance to seal the hole and she advised me her notes show their tool didn't work last time they came but there was nothing stating when they were coming back. Since the date of this complaint I've found a new XL hole in the back bedroom  near the radiator. With no help from pest control or maintenance, I stuffed it with a towel soaked in bleach because I thought someone was coming today. At this point I'm just hoping I don't see any more rodents even if they are still in the unit. The person I spoke with today stated she'd escalate the work order for the original hole I reported 2 weeks ago but she didn't see any notes from the person that called me Monday. I am extremely discouraged and disappointed.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/14/2023

  Dear ******, 

  We sincerely apologize for the inconveniences and frustration you have experienced regarding the recent pest control and maintenance appointments at your apartment. We deeply regret the miscommunication and lapses in our service, and we appreciate your patience as we address your concerns.

  Upon reviewing your complaint, we identified that there was a follow-up appointment with our pest control team scheduled for this past weekend to address the pest issues in your apartment. If those are still pending to be completed, please reach out to our team directly to get those escalated for an immediate response. Additionally, we are investigating the lack of notes from the person who contacted you on Monday, and we will take appropriate measures to prevent such gaps in communication moving forward.

  We noticed that your carpentry requests were marked as closed and completed, indicating that the gaps were sealed. However, we understand your concerns about the new hole you discovered near the radiator. We sincerely apologize for the oversight, and we are committed to addressing this matter promptly.

  Please understand that your satisfaction and comfort are of paramount importance to us. We are committed to rectifying the situation and providing you with the quality service you deserve. We will follow up with you directly to confirm the upcoming pest control appointments and coordinate the necessary maintenance to address the new hole.

  If you have any further concerns or questions, please don't hesitate to respond to our ******** Services team emails and SMS messages regarding your requests that have already been sent, contacting us via phone at ************, or emailing us at **************************.

• Initial Complaint

  Date:07/06/2023

  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.

  Note that Ive been in contact with MAC accounting and the *** ever since December 2022 with this issue. As of now, MAC properties filed eviction papers against me and now I no longer occupy my unit. I have some serious concerns about the charges that are on my account as of today. As of today, my balance is $5,555, which includes charges from May 2022 ($1,912), June and July 2022 (both amounts $1,007), December 2022 ($1,055) and from March 2023 ($574). After many failed attempts to try to get in contact with you, I have called the ******* ***************** (***) because according to the Section 8 of ***************** Housing Act of ****, "The family is not responsible for the abated ***s. The family is not responsible for payment of the portion of rent to the owner covered by the housing assistance payment under the *** contract between the owner and the ***** Additionally, "THe *** failure to pay the housing assistance payment to the owner is not a violation of the lease agreement between tenant and the owner. During the term of the lease, the owner may not terminate the tenancy of the family for nonpayment of the *** housing assistance payment.(24 C.F.R. 982.310(b)(2))".When I made my call to *** on June 16th, they agreed with me that I am ONLY required to pay my contracted portion of the rent, which at that time has been $75/month, and now ever since my recertification went into effect in August 2022, I am responsible for paying $96/month. Even during the interim period of which my lease expired, the recertification process was in effect, and when I finally received my most recent lease, in which I received it in May 2022, instead of in March 2022, when my first lease ended, I was still obligated to pay my share of the rent. *** has routed my complaint to the *********************** in which I will receive a call back within three business days. This experience has left a horrible taste in my mouth. I will NEVER recommend anyone to rent from them.

  

  Business Response

  Date: 07/21/2023

  Dear *****, 
  
  Thank you for reaching out to us about your concerns. We appreciate your efforts in trying to contact us earlier and regret any difficulties you faced. Rest assured, our lines of communication are open, and we're always available to address your concerns at ************ or **************************. After reviewing your information, it does look like that *** had sent several amended HAP agreements to you and our accounting team, and that we have reflected all of the agreed upon *** payments on your ledger. Your outstanding balance owed has taken those payments into account and the balance owed looks to be what each HAP agreement states is your portion to pay. The outstanding balance mentioned in your complaint was also agreed upon when you signed the payment agreement during your eviction filings. We are always available to discuss this further, and we will work with you and the *** to ensure that your questions and concerns are addressed.

  Sincerely, 

  Mac Properties Team

• Initial Complaint

  Date:05/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/20/2023 I paid rent for May *****, 2023 yet MAC Properties is refusing to give me the keys to the unit. They siad I have to pay **** rent first, but refuse to post it in my Renters Portal so that I can resolve the matter and receive my keys to move in.I am being given the runaround and have set up things to move in. As soon as they said I needed to pay I did so. Now, however, they said it may up to 7 business days to approve payment, although this was already done and is reflected in my Ledger.I have attachjed the email I received today and my ledger details which show I have paid the rentfor May almost a week ago. This is beyond stressful and unnecessary.

  

  Business Response

  Date: 05/30/2023

  Dear *******,
  Thank you for your feedback. We are always looking for ways to improve our communications and your feedback helps us. I was able to look at our system records, and I see that you have successfully moved into your apartment and have the keys in your possession. I am unable to see any notes to indicate that you couldn't gain access on your lease start date. Please let ** know if you are experiencing any issues, our ******** Services team are here to help any time at ************ or by email at **************************.