Complaints

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

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  Willow Creek Crossing

  7501 Lakeridge Dr Fort Wayne, IN 46819-1907

  
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  Willow Creek Crossing

  7546 Lakeridge Dr Fort Wayne, IN 46819-1908

  

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:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, *******************, lived at Willow Creek Crossing Apartments until today 11/30/2022. I turned in my notice to vacate 45 days ago, and nearly 3 weeks ago, my furnace went out (meaning no heat). I called to report the issue and maintenance responded. I was not notified whether the issue was fixed or what the next step was, but when I got home, the apartment door was unlocked, and the heat was still not working. I waited a week until reaching back out to figure out what was going on and was notified they would have to order a part and did not have an eta. They also told me that maintenance marked the issue as fixed, so they did not know I was still without heat. At this point, they offered me an electrical heater, which can be viewed as a fire hazard when used for long periods of time. Also, the temperature at that time was in the low teens. A week after that, I called back to check on the status. At this point, I was within a week of having to vacate the apartment and turn in my keys. I asked for compensation in any way such as help with the electricity bill or the extra charges in rent for the inconvenience. Per lease, I needed to provide a 60-day notice, when I only provided 45, and they were going to charge me for the additional 2 weeks. I asked if they would be willing to forego the extra 2 week rent charges due to the incident, and they denied any responsibility or any willingness to amend the situation. The complex also told me they had another family move in that had a similar problem and provided them a heater as well. My concern is with the lack of professionalism, communication, and accountability for the aforementioned situation. They are telling me I sill owe $400 for the extra two weeks of rent, and not willing to even discuss any amends for the situation when I did not have heat in my apartment for the last 3 weeks of my lease.

  Business Response

  Date: 01/14/2023

  My name is ******************************* and I am the Community Manager at Willow Creek Crossing Apartments. The following is my response to *********************** complaint:

  ******************* lived at Willow Creek Crossing from November 9, 2018, until November 30, 2022.Pursuant to article 7 of his lease agreement (see attachment for lease agreement),RESIDENT AGREES to give Lessor written notice at least 60 days prior to the end of the lease term as to whether or not Resident desires to renew this lease. **** provided his written notice, via email, on October 16,2022, and therefore owed rent through December 15, 2022 (see attachment for notice).
  
  On November 14, 2022, **** called our emergency maintenance for no heat in his apartment. Our maintenance was unable to repair the heat, so we called ****** Heating and Air to troubleshoot. On November 15, 2022, they came out and discovered that the blower motor needed to be replaced. They did not have this part in stock and informed us that it may take **** days, or longer, for the part to come in. Maintenance did leave a space heater for **** to use so that he could have heat in his apartment since the heat could not be repaired at that time. Unfortunately, likely due to a communication error between maintenance and ******, his apartment door was left unlocked. We have since had a meeting with our maintenance staff that we must follow up each day with any apartments that a contractor may have been in to ensure they are locked and secured. We have also discussed how to better communicate with residents when a when waiting on a part from a contractor.
  
  **** came to the office on November 28, 2022, to express that he was upset that he still did not have heat, other than the space heater that he felt was a fire hazard, and that there was not sufficient communication from Willow Creek Crossing; he felt he shouldnt have to pay the pro-rate rent for December that was due because of this. I apologized for the lack of communication and that his door was left unlocked as that is not how we operate and that it was an honest mistake. I explained that the issue with the heat is separate from the rent due. I explained that he, and another apartment that had just moved in, were both waiting on ****** to make the repairs but couldnt until the part was delivered to them and that it was, unfortunately, out of our control until the part arrived; I confirmed at that time with my maintenance supervisor that ****** was still waiting on the blower motor they were and the repair was finally made on December 2,2022.
  
  **** states in his complaint that we were not willing to discuss any amends for the situation and that we denied any responsibility or any willingness to amend the situation. **** and I had a very lengthy discussion in the office on November 28th, he even called his mother on speaker phone for part of the conversation. When **** and I spoke, I did not deny any responsibility for what happened; I apologized for it and explained that I would be having a conversation with my maintenance and office staff about what happened. I told him that, while we regret that he had no heat other than the provided space heater we provided, the issue of his rent is separate from that. I explained that the balance of rent was because he had not provided a 60-day notice as required by his lease agreement.
  
  Should you have any further questions about this, please feel free to contact me at ************.
  
  *******************************
  Community Manager
  Willow Creek Crossing

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  I appreciate the response from Willow Creek Apartments and agree with most of what was stated; however, I understand the point of the additional rent and did not deny my responsibility for it.

  My concern is the fact I did not have heat for nearly three weeks, the poor miscommunication internally as well as with me, my apartment was left unsecure (thankfully nothing was stolen), and they admitted to being at fault but did not offer any resolution to the issue besides a verbal apology.They did provide a heater with the expectation that I would run it constantly,which is a fire hazard, and comes with a heightened electric bill. I did provide the suggestion of removing the additional rent as restitution, which they denied.I also provided the suggestion of having them reimburse some of my rent or the electric bill due to running the heater, of which they also denied.

  So again, the issue remains that I was wronged in the situation in various ways due to their negligence,despite having to wait for the appropriate part for the heater, but only received a verbal apology for not being able to comfortably live in my apartment for three weeks. Also, during that time, the temperature was in the lower teens,and the heater was not enough. I ended up spending a few nights elsewhere as the place was so cold.  All I am asking is for us to come up with a solution that appeases us both, but they do not seem to be willing to make any amends or even consider the idea of anything more than a verbal apology.

  
  

  Business Response

  Date: 01/23/2023

  While I understand not being able to comfortably live in the apartment due to the lack of heat, we do not make it a practice to issue rent credits when we are able to provide another source for the heat. I am agreeable to looking at a credit for the electric bill as space heaters do pull more amperage than the furnace in the apartment. In order to do this, I need to see the last two bills for the apartment so I can compare a usage period without the space heater and one with the space heater. 

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

  Community Manager