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:12/08/2024

  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.

  Ever since moving to this apartment complex in June I have had nothing but problems. I am currently without a washer and functional dryer, in addition to the laundry list of other maintenance problems that have been an issue since I have moved in yet have not been addressed. My washing machine broke on 12/7/2024 and was flooding my apartment. I called the emergency maintenance line and tried to leave a message, but their mailbox was full. I left several text messages as well, none of which I have received an answer to. As of the washer flooding my dryer began to smoke although it was not on. I unplugged it from the wall and there were no further issues. I went to the leasing office at 4:30pm and they had decided to close early with no signage to state they were doing so. I am seeking that my rent be adjusted for the lack of maintenace that I allegedly pay for that does not get done.

• Initial Complaint

  Date:06/22/2024

  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’m having issues with getting my hot water fixed and I am trying to figure out how to file a complaint.
  
  I’ve been complaining to the leasing professionals at the desk about my hot water not being fixed…. I have emailed them they would respond with the maintenance will be here but never show up, I’ve called the leasing professionals at the main house and they have not been picking up the phone. I have to go up there and complain about it. I’ve put in two pending orders that never gotten completed. I’ve also emailed them with replies that maintenance would show up the same day in a hour but they never do. I’ve been troubleshooting by turning on the switches that are labeled hot water. When it comes back on it’ll cut right back off. This is the second time my hot water has been cut off.

• Initial Complaint

  Date:05/08/2023

  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.

  Lakes at Lions Gate : Move out statement charges
  
  - The charges relates to move out statement. They charged extreme amount as "damages" which really makes no sense.
  - When we moved to the apartment, they provide the old appliances. And also, i have raised multiple complains about the issues/repairs which they NEVER address on time.
  - They have to wave of the charges which were added to my account.
  - Also, in the first place when apartment was given to me there were much open issues which took good amount of time to solve them inspite of regular follow ups on the issues.
  - Gas stove loose connections and the kitchen counter tops and cook tops were in the same condition which were given to me by the leasing office….ito be more specific these were all the Old appliances which were installed in the apartment. I CANNOT PAY FOR THESE CHARGES WHICH WERE NOT PART OF OUR INVOLVEMENT. I would appreciate if you can take action on this one and wave off the damages which makes NO SENSE TO ME AT ALL.
  
  Also i have to approach them for the move out statement and they never send it to me in the first place..so unprofessional.
  
  Thanks!

  Business Response

  Date: 05/26/2023

  We adjusted the ledger for the resident and the resident paid the amount in full.

• Initial Complaint

  Date:04/27/2023

  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.

  we have been in this apartment for 2 years. We came from California and didnt get chance to have move in tour. The day we moved in, we are so dissappointed with the apartment as if we are staying in underrated lodge because of the following
  1. cigars and dust infront of the door(first impression)
  2. carpet stains and loose(multiple places)
  3. dishwasher(dirty stains, rust particles and not draining)
  4. refrigerator(paint peeled off, rust on door)
  5. sink(garbage disposal not working, stains, one of the sink not draining)
  6. 1 room bath tub pipe leakage
  7. 1 bath tub stains
  8. windows have moss
  9. patio full of dirt
  when i called them immediately to address these issues they said "we are not leasing you a brand new apartment".
  
  comes to maintainance
  never addressed any issue first time, have to follow up by going to office again creating workorder and repeats.
  
  have to say we compromised almost every day living in lakes at lionsgate.
  
  We paid last 15 days rent on pro rated basis which they asked me to pay ( i have written document proof ), but now charged with the rent due and late fee.
  we created work order for bath tub resurfacing multiple times- first time they came asked to vacate , that day i have my kids home and in urget calls so i was unable to do so they said they will come next week but diddnt showed up and i again created workorder but didint came, now they are charging for that aswell.
  now they are asking me to pay 1800$+ after deducting my deposit.
  they billed late fees, charges for 51 days for other miscelleneous this which i am not ready for all these
  We hired a person to clean the apartment before move out. finally we returned as clean or even more than the we received.
  I responded to the move out statement to manager with proofs and also went to the office to speak about this but no one is responding.

  Business Response

  Date: 05/01/2023

  Attached are the move out photos, invoices, and documentation supporting the move-out charges.  The bleach stains and damages to the countertops and cabinets were caused by the resident after move-in.  We did remove the charges for tub resurfacing and the late fees.  The resident owes for the arrears water/trash charges and damages.  They did pay the final month of rent short by a few dollars, but we removed the late fees for that.

  The carpet in the apartment has a life of 5 years.  The carpet was replaced one year prior to the resident moving in.  The carpet replacement was recommended by the vendor because of all the bleach stains caused by the resident.  The charges for the paint we passed directly to the resident from the vendor based on what it takes to restore the apartment back to move-in condition.  The oven, tubs, sinks, etc... were not properly cleaned at move-out.

  Customer Answer

  Date: 05/02/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am not satisfied with the response because: 1. Initially as i stated , when we moved in there were some stains on the carpet(of course some stains by us), then the person from lionsgate told me that they will waive off 50-100$ for those stains, so they didn't give me brand new carpet to charge entire carpet charges on us .
  2. I was asked to pay 586.13$ for last month, but we paid around 668$, which I already attached in my previous mail. I paid more than I was asked to, I will also attach that bank statement in my next mail. still the statement showing 1256$
  3. Bathtub resurfacing is your responsibility as I already created work order twice before we moved out, it is not done then and charged now.

  4. the dishwasher is so dirty as i attached the picture of it, if theyare charging for every minute stains chrged on me, they there are many flaws when we moved in 2 years back

  5. need clarification on 51 days charges for sewage, trash, utilities, water etc.,.

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

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an apartment on 12/22/22 for a move in date of 3/1/23. Arrived at the apartment on the 1st and there was so much that was dirty and hadn’t been cleaned, along with issues that maintenance needed to address.
  
  Immediately I notified the office and sent them this link to the photos: ******************************************* 
  They led us on for 6 days. I lost 3 days of work waiting for them to fix the issues so I could move in. They “sent the cleaners” multiple times, but they didn’t do anything and didn’t communicate. Drove back and forth from Independence, Missouri to Overland Park, Kansas 5 times just to check on their work because they were not communicating.
  
  During some of the emails they claimed that there were miscommunications, but you could tell they were lying and trying to do as little as possible. Attached are the emails of the communications. Two conversations were had in person.
  
  They offered to give me a refund to leave the property, but residents shouldn’t have the ultimatum, “move out, or stop bothering us.”
  
  Also, as of the final email from the manager, it looks like they won’t even be sending a cleaning person. Plus they will be pushing the maintenance issues to “Work Orders” which will probably take months, and they should have been completed before my move in date.
  
  If you look at their reviews you can see that I am not the only one that they have done this type of thing to. Plus some of the 5 stars are fake: ************************************************* At this point, I want $270 for cleaning fee ($22.50 my hourly rate X 12 hours that it took to make it not disgusting), and $540 for 3 days of work lost ($22.50 hourly rate X 24 hours of work missed), for a total of $810. The $200 rent credit *****, the manager, mentioned in the emails can be subtracted from the reimbursement, for a new total of $610. That isn’t even counting the wasted time of my movers and family driving back and forth, so think that is fair at this point.

  Customer Answer

  Date: 03/20/2023

  Hello,
  Haven’t heard anything further about when the maintenance items, that should have been done before I moved in, are going to be addressed?
  A refresher on what needs to be done:
  • Repaint ceiling and trim in the dining area
  • Peeling paint on the patio storage doors
  • Replacing the faulty bedroom window
  • Replace vertical blinds in living room - per ***** *******
  I’ve already cleaned the entire apartment (again, things that should have been done prior to my move in date). Total time taken to clean what should have already been done: 16 hours (which went up since my complaint with the Better Business Bureau). Hours were spent between cleaning all light fixtures, behind appliances, the stove, the oven, the fridge, the cabinets, the counters, the carpet, all the vents, the washer and dryer, the bathtub, the light switches, the overspray on all windows, light fixtures and mirror.
  As stated in the complaint I made with the BBB, and soon the be the Attorney General’s Office, I want to be compensated for cleaning (which has gone up since the complaint, because of further required cleaning) and time wasted. A $360 cleaning fee (my $22.50 hourly rate X 16 hours spent cleaning), and $540 for wasted time and three days of work lost (my $22.50 hourly rate X 24 hours of work missed). In total that is $900, minus the $248.23 you already credited to my account, equaling $651.77 still owed by Lionsgate. Plus, obviously I expect those maintenance issues to be addressed ASAP.
  Thank you for your quick response and fix of these issues,
  ******* ******

  Business Response

  Date: 03/31/2023

   Good morning,
  Thank you for the email.  I will speak with ** this morning to clarify what took place in your apartment on Saturday.  He did inform the office that we were out of paint and needed to order Monday, which I have taken care of this morning. I did see their vehicles outside of your building Saturday.  I think its best if you and I communicate directly without a representative from your family.  I feel like some of the issues discussed were miscommunicated.
  The cleaners will not be back today.  When I spoke to your friend or relative that came into the office, I let them know I would have to meet with the cleaners to discuss the issues. I don’t feel it is appropriate for the cleaners to come back to your apartment while you are home to watch them clean; also, with Covid protocols, we prefer not to have vendors in apartments with residents.  That being said, I will give you a total of a $200 rent concession and adjust your move-in date to Saturday 3/4 ( this is instead of the gift card).  I do apologize for the cleaners not meeting your expectations.
  
  Per your emails the list of items my maintenance staff that came in on Saturday were to repair were:
  
  ·      Stain on ceiling in dining room – we will purchase additional paint today and complete soon.
  
  ·      Peeling paint on storage door – I will speak with ** to see if this was completed.
  
  ·      Missing paint on baseboard – again we are ordering paint to complete.
  
  ·      Rust on laundry shelf – I will speak with **.
  
  ·      Dirty fan – I will speak with ***
  
  Any additional work orders that need to be completed will need to be entered by you into the portal online and we will schedule them with maintenance.  Due to Fair Housing Laws, we cannot treat you any differently than we treat any other resident.  This is the procedure for work orders on any apartment on property and how we must proceed moving forward.  If today, per my last email, you decide you do not want to continue living in the apartment we will end your lease and refund all rent/deposits paid.
  Please let me know what you decide by 1pm today.