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:09/06/2023

  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'm getting in contact because I moved out from this apartment on July 10th 2023 after living there for 26 months. I have yet to receive a deposit back (apartment was left in good condition, I have proof) and they're no longer contacting me back. I called approximately 3-4 weeks ago and they said the check was on the way, I called a week later after not receiving it and they said they weren't sure what happened and would call me back. (they didn't) I called again a couple days later and they said maybe it got lost or hadn't been sent and they would get it taken care of with their financial department. I even confirmed the address several times and asked them to contact me when there was an update and even asked if I could pick up the check from their office which they denied. I have reached out to them several times since and have left at least 3 voicemails and haven't heard anything in weeks. I fear at this point they may not send the money at all and if so they will give me less than the fair amount. I paid an Initial $200 with an extra $652.46 (as shown in attached file) because I didn't have credit history. I think the fair amount for the condition of the apartment is $500+ and I would love to be able to get what I deserve. Thank you

  Business Response

  Date: 09/07/2023

  Alex moved out of his apartment on 7/14/2023. Per the Kansas Tenant Landlord Act we have 30 days to get his security deposit refund sent in the mail to him. Our records indicate that a refund check was cut for Alex on 7/25/23 in the amount of $258.43 (check# ******. It does appear that the check has not cleared the bank, therefore, it has not been cashed. It is showing that it was mailed to the forwarding address that he provided to us:
  13409 1/2 5th St, Unit A,
  Grandview, MO 64030

  According to the move-in sheet that Alex provided he was only charged a $200 security deposit, however, when I pulled his lease agreement and ledger it shows he paid a total deposit of $499 upon move-in. 

  I have attached his lease agreement to this response, in addition to his ledger showing that he paid a $499 security deposit. 

  I contacted our accounting department, and they are willing to cancel the check, reissue, and send it via UPS to us here at The Falls Apartments so he can pick it up. We will reach out once received so he can pick it up.

  Best, 
  ******* *****

   

   

  Customer Answer

  Date: 09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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 as long as the check is actually cut and I am notified when it is available for pickup.
  
  
  
  Regards,
  
  
  **** ******

• Initial Complaint

  Date:06/01/2023

  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 recently applied to the falls apartments that’s in mission Kansas. I currently reside in Cedar Rapids Iowa. While visiting my family for Easter I went to look at the falls, toured the complex and applied with them. I was told my application was approved in May 2023. My mom toured the apartment for me and I signed my lease on the 24th of May. I paid the deposit the following day on the 25th. With me still residing in Iowa I was not able to make it to the unit until May 30,2023. When I arrived the parking lot was poorly lit, the only light source was the light on the building, the stairs were wobbly and the door knob was not up to par.
  Upon arriving into the apartment i applied for there were holes in the wall near the floor, that indicated it was a mice infestation, holes in middle of the wall as well as on the ceiling, the floors were dirty, the tub was filthy, the refrigerator was unstable, there was a dried up substance on the wall, dead roaches on the floor and many other deficiencies that I have photographic proof of. I did not feel safe moving my belongings in the unit. The next day i contacted the leasing agent I worked with via email as well as called the their office. I did not receive a response until today June 1, 2023 after going out my means to do so. After voicing my concerns with the property manager she became abrasive, talking to me in a demeanor manner. I felt as if she was talking at me as opposed to me. She abrasively stated that I signed the lease and the only options I had was to either give them a 60 day notice or pay $1500. after talking to many others I am not the only one that has had an issue with how they keep their complex up nor how they treat their residents.. with it only being a week and I haven’t moved any of my belongings in there I would like to rescind my lease with the falls after experiencing my issues with them.

  Business Response

  Date: 06/02/2023

  ******* came in to tour our model apartments, the common areas, and amenities on April 10th, 2023. After her tour she decided to submit an application. The following is a timeline breakdown of her application process:

  4/13/23 – Submitted her application.
  4/18/23
  & 4/20/23 – Submitted her required paycheck stubs for further
  review of her application.
  4/24/23 – We completed a rental verification of her current
  complex and they advised us that she owed them $1562.49. We told her that if she could pay that we would be willing to re-review her application.
  5/4/23
  & 5/8/23 – We attempted to contact her by both telephone and email
  following up on her status with no response so we cancelled her application
  and advised her it would be good for 30 days, should she rectify her outstanding balance with her current complex we would reapply her application.
  5/17/23 – She contacted us that she had paid so we conducted
  another rental verification on her behalf and were then informed that you she now owes them $607.49 with a payment plan to pay the remainder. They said she was a good resident, and they would re-rent and that the charges were from some damage that she caused to a disposal. We were understanding to reasoning behind the charges because we understand accidents happen and it did not show any bad residential history on her behalf. 
  5/18/23 – We reapplied her application to show pending so the unit
  would be off the market while we continued to work her file.
  5/22/23 - She reached out to us asking if her mom could view the actual apartment before she signed her lease agreement and we said that was fine.
  5/22/23 - She asked if she could have a 1br instead as she felt the studio might be too small for all her belongings - we did advise her that per our rental guidelines she would not financially qualify for a 1br at this time. 
  5/24/23 - She decided to move forward with the studio and signed her lease agreement on 5/24/23 @ 3:24pm
  5/25/23 - She paid her move-in costs and asked via email if her brother could pick up keys for her which we accommodated.
  5/31/23 - She sent an email to the leasing agent that had helped her lease her apartment citing her issues.

  As the manager, I was out of the office that day sick and did not return until 6/1/23. I returned her request for response via a telephone call less than 24hrs after her issued complaint. I apologized for the fact that she was unhappy with her unit and that all the issues that she cited were correctable and offered her the option for us to make them right. I walked her apartment after our phone call and the holes that she is mentioning are nail holes from a previous resident having wall art hung. The tub has a patch of resurfacing missing right by the drain that I assume was caused by previous slow faucet drip. I saw no remnants of pest and/or rodent issues that she mentioned. I offered to have all these things corrected for her and have our professional cleaner re-clean the apartment, however, she refused. 

  I then explained her options per her lease agreement for a lease buy-out which would be a 60-day notice and a $1500 fee. I advised her that if she chose to vacate prior to the 60 days, that would also be an option and it would just be a reletting fee, which is 85% of her monthly rent, which is also stated in her lease agreement. 

  After our phone call she said she would be in touch and hung up. 

  I will reach out again today to see if she would like our maintenance staff and professional cleaner to rectify her cited issues.