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:02/06/2024

  Type:Billing 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 received a collection notice two years after moving out, indicating that I owe my former landlord $700. However, I was never informed in advance that I would be charged a lease termination fee. I decided to terminate my lease due to ongoing pest issues inside my unit. The property manager was provided with my forwarding address and contact number. I am disputing this fee as I never received a bill or was informed of this charge.

• Initial Complaint

  Date:12/12/2023

  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.

  My husband and my name have been forged onto many documents including rent increase. I have all documentation from what was in the files in the office. Although they have lost our documents multiple times. They don't even have our documents from the previous unit were in before this one. Every time we go into the office the office assistant says she has no clue about anything and can't help us. We have not had a property manager in quite some time. We have been paying our rent of $170 which we have always known it to be. Now they are trying to kick us out saying that we owe more which we do not because we were never informed about a rent increase someone forged signatures. If you look at all of our documents all of the signatures look completely different plus my name is spelled wrong on two of the documents. I've tried calling the Edgewood property management phone and they never pick the phone up. I've tried emailing but they removed *********************** apartments off their email list so no one can email them. I've tried emailing one of the ladies from regional and I've never got any response. It has been a huge mess and someone up in Edgewood management has neglected us terribly. We have been told so many lies, they even tried to take me to court and then filed a non-suit saying everything was taken care of when it really wasn't and now, we are possibly looking at going back into court. I have two small children in the home, and we are looking at possibly being homeless because of the property managements negligence. My husband is a Navy Veteran, and I am a Full-time college student and we have been completely bullied by this management company.

• Initial Complaint

  Date:10/27/2023

  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.

  My apartment building has had a broken garage door since 09/30/23 and my car was vandalized on 10/10/23. My rental office denied my request for reimbursement for the damages. My next step was to go to file a complaint with the corporate office, which I did. I spoke to a *** ***** on 10/12/23 and she stated that she will give my information and message to a *** **** who is the VP of the property I live at. I live at The ***** at ********. I have followed up with the corporate office since 10/17/23 and I keep getting the same response that *** ***** will relay the message to *** ****. *** **** has not attempted to give me a call back. I asked *** ***** for his phone number and email address and she stated he doesn't have either. She told me to use the same email address that she monitors which I forward an email on 10/12/23 and I still didn't get a response. I would like my questions answers about being reimbursed for my vehicle damages that wasn't my fault due to the garage door being broken. The garage door is still broken and this is not the first time it's been broken. I let *** ***** know that it's unacceptable that *** **** or anybody from her office returned any of my phone calls or concerns. I was told the reasons why my request for denial was because the parking rules states that parking on site is at the owner's sole risk and management or the owners of the property will not be responsible for any damages. That should apply to if the garage door is working and then the manager of my apartment building told be to treat parking in the garage as if I was parking on the street(I have attached this correspondence). If that was the case then I shouldn't have to pay a monthly garage fee.

• Initial Complaint

  Date:07/14/2023

  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.

  *********************************************************** Apartments *********************************************************************************************************************************** Apt *** ********************** ************** ******************** Apartments, My experience here as my first time renting an apartment has been stressful, depressing, and unsafe. I have contacted them many times on certain issues that haven't been corrected as of 5/1/2023.I called for weeks after being approved on February 6th, 2023. Asking for a walk through date, instead they gave me a move date for February 15, 2023. Still no walk in. I called and called and called, no answer. I came February 15th hoping for a walk through. Instead the day of **************** tells me that the bathroom and Kitchen need to be glazed. I trusted her , agreed & I signed the lease knowing that the bathroom & kitchen needed to be glazed. Property promised to be finished that Friday week of February 15, 2023. Bathroom was not glazed until February 23, 2023. Mold, doors & vents are still unsafe & unhealthy. The kitchen sink, oven, fridge, garbage disposal, air filter, front door, and cleaning was not installed. I emailed her and told her I will give her till March 3rd to physically move in. Because of these issues:- Air Ducts (filthy)- Kitchen Sink Cabinet (molded)- Garbage Disposal (not working)- Door Alignment (needs new door)- Top and Bottom Lock (does not catch)- Mailbox Key (I do not have)- Top Lock Key (I do not have)- HVAC Closet Key (Check Air Filter)- Fire Extinguisher (Not one in building)- Big Hole In Wall By Kitchen Sink (Needs repair)- Hair Line Crack in toilet tank (Needs to repair) for future leaks. The molded kitchen sink cabinet was not fixed until April 1st, 2023. I asked for my rent to be prorated or free due to unsafe living conditions. I was put in an unfinished, unsafe & health hazard unit. The unit was moldy, dirty, air ducts and vents were filthy. My front door is unaligned, cracks in the top and bottom & it does not lock or lock properly like a lock is supposed to. The maintenance man came to fix the door and could not because it is completely off frame. He put a thick piece of paper in between the deadlock so it can meet with the door and lock, that was a temporary fix. Property manager tells me she will order a new door and have it put on. Now it is April 26th still no new door and she is telling me that it does not need to be fixed. No one wants to be paying for half put together stuff when I wake up everyday and work hard & I am giving ******************** Apartments all my hard earned money. Just to be treated wrong. Im quite sure they can lock the door and not have to worry about it being kicked in easily or mice, rats and rodents easily getting in because of a crack, due to the door being misaligned. I have paid April rent even though my apartment is still like this. She will not accommodate me with any reimbursements or relief. I have not caught an attitude or said anything foul mouthed. I simply contacted her with the issues and asking for updates and havent received any response or updates. Patiently waiting on them & also giving them time, because as a human being I know everything doesnt happen overnight. Please can someone help me with matters.Thank you,*****************************.

  Business Response

  Date: 08/10/2023

  August 6, 2023

  To whom it may concern,
  I am writing in response to the notification of complaint received; Case # ********:******* *******
  The resident signed her lease agreement for ******** on February 1,6,2023. Since her move-in, several maintenance issues have been reported and addressed by our internal maintenance staff or by contracted third party vendors. Initial maintenance concerns included refinishing of tub, shower walls, vanity and tiles. This work was completed by ******* Refinishing on 02/23/2023. Concerns were reported due to damage to the lower kitchen cabinets. Upon assessment, it was determined that the cabinets would require replacement. As a result, cabinets were ordered from ******* *********.  Unfortunately, once the order is placed the lead time on new cabinets can be several weeks. ******* ********* completed the installation of new cabinets on 04/01/2023. It was also reported that ducts were dirty. As a result, the on-site manager made arrangements for the ducts to be cleaned.

  The on-site manager, *** ******, was working closely with the resident regarding her maintenance concerns. As of May 2023, the only concern that the resident advised of was the request to replace her front entry door. The door was evaluated by on-site maintenance, and it was determined that although the door was not in "new" condition, the door was securing properly with no gaps or light showing through. On 06/10/2123, the resident reported a leak coming from her bathroom ceiling, above her
  shower and toilet area. Plumbers arrived on property to evaluate on 06/12/2023. It was determined that the leak was coming from the above unit shower liner which required replacement. This was initially scheduled for 06/74/20?3, however the contractor rescheduled the repairs for 06/15/2023 due to staffing challenges. After these repairs were addressed, no further communication was received until the morning of 07 /11/2023 when the resident emailed the site staff advising of another leak coming from her bathroom. Maintenance immediately evaluated the issue and had a plumbing contractor (***** * ***) scheduled to address the leak. The community manager, followed up with scheduling carpet cleaning and drywall repairs for the following day. At this point, the resident also made a written request to management that she did not want anyone in her home unless she was at home, without her permission. Management confirmed her request but also advised that this request could result in delayed services as it is difficult to accommodate when dealing with contractors. The resident contacted management the following day to confirm that carpet was cleaned and also thanked the on-site manager for the speedy service. She also advised that the drywall repairs had not been completed. The on-site manager responded by advising that contractors were scheduled for the drywall repairs later in the afternoon.

  On the evening of 7/13/2023, after office hours, a guest of the resident came to the office and was banging on the office doors demanding to be let in. The guest referenced ongoing maintenance issues inside of his unit (****-***). Because the individual was behaving in a threatening manner and using profanity, the site staff was uncomfortable opening the door for an unknown individual behaving in an irate matter. As a result, police were called to the property. Subsequently, the resident was issued a
  lease violation letter for guest behavior and for the residents failure to provide a key to management as requested after providing management with a copy of an invoice for a lock change by *** **** ****, initiated by the resident before advising management of an issue with the lock and/or keys. 

  On 07/14/2023 The resident emailed management advising that the drywall contractors never arrived and further expressed her unhappiness with being issued a lease violation. The manager responded informing the resident that contractors were at the apartment earlier in the morning, but no one answered the door. She advised that the work would be rescheduled for 10a m on 07/15/23. The resident responded advising that she would be home at 1:00pm.

  On 07/14/2023 The on-site manager, found that she had been tagged in several posts from the resident via Social Media (******** and *********) to the point of harassment. All documentation was submitted to the property's L&T attorney on 07 /17 /2023. Subsequently, on 07 /77 /2023 the resident was issued at Notice to Quit on the bases of threats, guest conduct, unauthorized occupant, and failure to provide a key as required per the lease agreement.

  While we do understand it is frustrating to deal with maintenance issues, management cannot prevent them from occurring. We do, however, attempt to respond to maintenance issues in a timely manner which I believe our staff attempted to do in each situation. Unfortunately, these matters have escalated to the point of legal action based on the unprofessional and unjustified behavior from the resident and guests.
  

  Sincerely,
   
  Vice President, Operations
   
  Gaithersburg, Maryland *****
  

  Customer Answer

  Date: 08/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 08/10/2023

  Is there any way I can submit or upload a large file, it is a lot of evidence that BBB will not let me upload. It is a whole big file of everything they have done and treated me like.

  Customer Answer

  Date: 08/10/2023

  Is there any way I can submit or upload a large file, it is a lot of evidence that BBB will not let me upload. It is a whole big file of everything they have done and treated me like.

  Customer Answer

  Date: 08/10/2023

  Is there any way I can submit or upload a large file, it is a lot of evidence that BBB will not let me upload. It is a whole big file of everything they have done and treated me like.

  Customer Answer

  Date: 08/10/2023

  Is there any way I can submit or upload a large file, it is a lot of evidence that BBB will not let me upload. It is a whole big file of everything they have done and treated me like.

  Customer Answer

  Date: 08/13/2023

  I was not supposed to be rented a unfinished unit. I was stuck in inhabitable living conditions since I moved in. From February to August I am still dealing with an extensive list of repairs. Property Manager lied about violations, even when violations were corrected, & property paper stated that tenant has 10 days to correct issues, I was given one day to correct her violations she still continued to violate me. Property Manager states that I and my spouse came to threathen and harrass her. But have no proof of us doing so. We came to speak to them in person no harm or threat intended. Property breached the lease & trying any way to say I did something because they are in the wrong. But not focusing on the facts that I was never supposed to be put in a unit like this unfinished. 

  Customer Answer

  Date: 08/30/2023

  They have not fixed issued. I have proof of that. Companies of course are going to lie because they dont want to seem like they did anything wrong. They breached the lease by putting me in a apartment like this in the first place. I still have a ceiling leak, I am still without a proper front door, my carpet is mildewed, walls have water cracks coming through, the paint is turning brown from the water sitting in the ceiling so long. Its ridiculous & they tryna act like they fixed these issues when they have not.

  Customer Answer

  Date: 08/30/2023

  This is not considered fixing any issues. My apartment is still like this. I am still dissatisfied because my apartment is still like this. Why would I be complaining if they fixed these issues? Im confused on why you all are just accepting this and not shutting them down. By law you are no supposed to put a tenant in a unfinished unit, what Edgewood Management do? They put me in a unfinished unit with mold, flying debris, nothing was installed, nothing was cleaned, my door did not lock. So this is okay? I am not allowed to be dissatisfied with that? Come on who wouldnt be? 

• Initial Complaint

  Date:03/12/2023

  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 to ******* ******* Apartments on Jan 4th however my application was denied, still do not understand why**states rent to income ratio but made more then what they are asking for**. I followed up regarding my holding deposit of $100 that was processed when applying to the community. Young lady said at first it was showing I was not receiving the deposit back.. *not sure why* however it looks like they've done everything on there side(gateway village). I followed up multiple times in February and she was supposed to give me a call back never received one. I left a voicemail on 3/2 and 3/3. Also called the office 2x on 3/6. On 3/6 I called the corporate number spoke to someone and was supposed to hear from a property manager or regional manager in 24-72  business hours. As of today 3/12. Have not heard from anyone. This is very unprofessional and I would like to receive my holding deposit back as soon as possible.

  Business Response

  Date: 04/18/2023

  Good Afternoon,

  I spoke with **************** on March 13, 2023, and informed her I will resolve her concerns. Our accounting team issued and mailed a check to **************** on 3/16/2023 with check number *******. I contacted **************** again on the 16th and reached her voicemail where I informed her of the status of her refund. Please find the final account statement that shows the amount refunded.

  Please let me know if you need any additional information. 

  
  Best Regards,
  
  *************************
  Community Manager
  ******* ******* Apartments
  **************Apartments
  D ************ or ************
  

• Initial Complaint

  Date:10/22/2022

  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’ve been complaining about the 3 crack head apts with the noise and harassment also the matience man watch me leave today and they tried come in my apt! I don’t feel safe with that man having a key to my apartment please contact me