Complaints

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

close

Find a Location

Mills Properties has 8 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

• 

  Mills Properties

  2650 S Hanley Rd Ste 200 Brentwood, MO 63144-2559

• 

  Mills Properties

  1157 Timberbrook Dr Kirkwood, MO 63122-6704

• 

  Mills Properties

  2207 Summerhouse Drive Saint Louis, MO 63146-2698

• 

  Mills Properties

  2037 Chablis Dr Saint Louis, MO 63146-2301

• 

  Mills Properties

  1124 Bonhomme Lake Dr. Saint Louis, MO 63132-5301

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:07/22/2025

  Type:Billing 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 moved out of The View at ***********, managed by Mills Properties, in May 2025. On July 2025, I received a notice dated June 4, 2025, claiming a $175 charge for cooktop damage, delayed due to mail forwarding to my new address. This charge was forwarded to ****************************** without giving me adequate time to dispute it.The $175 charge is unjustified. The cooktop showed only normal wear and tear, with no visible or functional damage. Ive attached a photo showing the condition. Despite contacting them to dispute the charge, the apartment refused to review the case or consider reversal, stating it had been automatically sent to collections after ****************************************************************************************** at least agree to a fair dispute resolution.

  Business Response

  Date: 07/22/2025

  Thank you for the opportunity to respond to this complaint.
  
  Regarding the $175 charge for stovetop resurfacing: After reviewing the attached photo of the appliance at move-out, the damage was consistent with excessive wear or neglect and beyond what is considered normal use. As outlined in the lease agreement, residents are responsible for damages beyond normal wear and tear. Therefore, the charge is valid and supported by documented evidence. I have confirmed and attached a copy of the specific invoice relating to this expense. 
  
  As for the delay in receiving the move-out statement: We understand the frustration, but we do rely on residents to ensure their forwarding address is updated with the ******************* (****) and to notify our office directly of any new address if they want correspondence sent elsewhere. We sent the final account statement to the last known address as required, and after a standard waiting period with no payment or response, the account was forwarded to collections per our policy.
  
  We make every effort to communicate clearly and fairly, and we regret any inconvenience the complainant experienced. However, we respectfully maintain that all charges and procedures followed in this case were appropriate and consistent with our policies.

  Customer Answer

  Date: 07/27/2025

  Complaint: 23634086
  
  I have reviewed the business' response and am rejecting it because:
  I acknowledge the invoice provided, but I continue to believe that the charge is disproportionate to the actual condition of the appliance. I respectfully request that Mills Properties consider either reducing the charge or removing it altogether, in the spirit of good faith resolution. I would prefer to resolve this amicably
  
  
  Sincerely,
  
  Hsiang-**** **

• Initial Complaint

  Date:04/25/2025

  Type:Facilities 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 entered into a lease agreement for unit 1641 A at ************** on Jan. 22, 2025. On or about March ******* both bedrooms of the unit flooded with sloshy, smelly water and mud rendering it uninhabitable, as warned by a note left by a previous tenant. (I have documentation of note.) Despite their attempts to mitigate the damage by removing the carpet and using fans, I have had to seek alternate housing. I have a written agreement with ************** to release me from the lease without penalty. I am vacating the unit June 4, 2025. I requested a full refund of all move-in fees and rent paid for the uninhabitable period, as the flooding was not disclosed, which has caused significant financial hardship. The previous tenant's note indicated significant reoccurring flooding, yet ********* west failed to disclose this defect during the application or leasing process. The flooding affected both bedrooms and "repairs" have not fully restored the habitability. Here is the fees I have paid City inspection $105 Pet screening $75 Admin fee $250 Pet deposit $250 Rent paid during the inhabitable time (March 17-April *******) $876.33 I have paid the amount of rent per month since, despite the units condition. I would not have moved in if knowing the condition of the unit and avoided these cost. I will be attaching pictures ************** has denied me of a refund, I would like to seek alternate methods to receive a full refund from them.

  Business Response

  Date: 05/02/2025

  Good afternoon,

  
  Prior to the current residents move-in, this unit underwent professional and licensed remediation to address a previously known drainage issue. The unit was monitored over several months following the repairs, during which no further problems were observed. Based on this extended testing period and absence of recurring issues, it was deemed suitable for occupancy.
  
  Following the residents move-in, the area experienced an unusually high level of rainfall, which unfortunately revealed that the prior remediation did not fully resolve the drainage seepage. We acknowledge the inconvenience this caused and have worked diligently to find a resolution. To that end, we offered the resident multiple no-cost options, including:
  A transfer to another unit within ***************
  A transfer to a nearby sister community.
  A full release from the lease with no penalties.
  
  However, the resident declined each of these options, stating she preferred to remain in the unit until June 2025 but requested a full refund of all monies paid to date and to remain rent-free until her preferred move-out date. While we empathize with the situation, we do not believe this request is reasonable,given the range of practical solutions offered. Additionally, when we attempted to bring in professional equipment to mitigate the issue and perform further remediation while she remained in the unit, the resident refused entry for both the equipment and repair teams. Please see the attached documentation supporting this.
  We remain committed to resolving this matter in good faith and welcome continued dialogue to reach a practical solution.  Please contact me directly to discuss further at *******************************************************************.

• Initial Complaint

  Date:02/15/2025

  Type:Billing 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 in a ****************** apartment from July 2022 to February of 2025. During this time I continually contracted respiratory issues. The property is dirty and the property manager does not respond to residents regarding these issues. The maintenance department kept putting a band aid on the issues that needed to be desperately resolved. Upon me moving out, the property managers charged me a bunch of fees to clean the apartment. In addition to this, they refused to abide by a court ordered that both parties agreed to. I have tried many times to work things out with the managers but I was unsuccessful with reasoning with them. They continued to harass me and charge me for everything after they became frustrated with me. The property manager is practicing discriminatory, unethical and unlawful behavior. I am going to the doctor to see if the issues with the apartment that I brought to their attention have caused me permanent damage.

  Business Response

  Date: 02/20/2025

  Good afternoon,

  All work orders submitted were responded to in a timely manner and necessary repairs made.  Every apartment is inspected after move out for cleanliness and damages above normal wear and tear.  Attached are a few photos of numerous stains including bleach stains in the carpet.  Additional photos of areas left not cleaned and more stains can be provided upon request.  Any court order placed relating to the payment plan on this account was followed and already addressed in Case #: ********. Ledger has been attached again.  

  Thank you,

   

  Customer Answer

  Date: 02/20/2025

  Complaint: 22946625
  
  I have reviewed the business' response and am rejecting it because:
  Complaint: 22946625
  
  I have reviewed the business' response and am rejecting it because:
  
  Having someone come out to look at an issue is not the same as fixing an issue. This is evidenced by the recurring mold spot in the unit. Several times throughout the lease I submitted maintence requests about this. They kept coming out to wipe the mold only for it to keep coming back. This was often how maintence handled issues in the complex. Anytime an order was put in they bandaged the problem but did not fix it. One of the pictures they attached was of mud tracked on the carpet. The mud was tracked because of sunken concrete that caused a huge mud puddle the weekend that I was moving. This day the movers I hired said they could not move my stuff because the mud and sunken concrete was a liability. This left me and my mother desperately moving as much of my stuff out of the apartment through the mud and tracking mud in and out. Maintence temporarily addressed this problem by digging a big hole in the grass so that the water was drained to be only mud so that I can finish moving my stuff through only mud. I attached pictures of the mud puddles the day I moved out of the property. 
  I have reached out to the complex's office several times with no response. I am attaching phone calls that I made to the corporate number that went unanswered. Most recently I emailed the property manager and a representative from corporate and got no response to this email. In this email I addressed that the way that the office attempted to arrange the payment plan was more than $400 that is on the court order and would have resulted in more fees. I have not gotten an explanation from anyone about this. 
  The apartment is functionally obsolete. The refrigerator door does not open properly. I am attaching a picture of how wide the refrigerator door opens. The right side crisper drawer cannot be removed. I told the office this over the phone. I told Auggie the bookkeeper to go open the refrigerator door to this unit. This went without a response. This resulted in improper cleaning of this appliance the entire time I lived there. The freezer was cleaned within reason. 
  I told the office that I am willing to pay within reason for damages to the apartment but the lack of communication and lack of accountability has made it difficult to work with them anymore. I am willing to pay for the key fob, the carpet's correct charges and the countertop touch up. I believe that "dirty drip pans", "dirty bathroom", "dirty floors" and "dirty appliances" are not reasonable charges. These things were cleaned within reason, the apartment was relisted within a week and 
  
  Sincerely,
  
  ******* ******
  
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/20/2025

  phone call record and original ledger

  Customer Answer

  Date: 02/20/2025

  mold spot that the office knew about and maintenance never properly addressed

  Customer Answer

  Date: 02/20/2025

  photos of the bathroom

  Customer Answer

  Date: 02/20/2025

  Refrigerator and puddle the weekend I was moving out 

  Customer Answer

  Date: 02/20/2025

  Mud puddle the day I was scheduled to move out when I took off work just for movers I paid for to cancel because of this mud puddle.

• Initial Complaint

  Date:09/27/2024

  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 moved into Mills Property ****************** on September 6th, 2024. Upon moving in the property was not in the best condition. There was hair clogged in the drain, litter hot water, animal hair everywhere and a smell. The maintenance had to be called. There was two bugs that had crawled out of the kitchen HVAC system but they were not able to determine what kind of bugs they were. September 9th at night I noticed a few huge cockroaches. I was upset, could not sleep scared they were going to get in my belongings. The next morning I went to the leasing office and they told me they could put me in a new unit. The units they showed me were upstairs as i was on a lower floor and they had not been updated also had a strange smell. I was informed that they had a lease cancellation policy in the first 30 days and they also had a policy if you were going to another Mills property you could transfer with no application fee. I called corporate and the young lady who answered the phone ***** was really rude. She told me i should be able to transfer and not pay but talk to my property manager. I went and talked to the property manager and she told me i needed to do the process all over again and pay the 150 dollar application fee to go to the other Mills property. I called the corporate back and the same young rude lady said well i might have misspoke. Well on the website they said you could transfer properties without paying the fee with a 30 day policy but they were not even trying to work with me. I called corporate to speak with a manager numerous times and no one returned my call. I have not even gotten my refund for moving out of ******************. I paid 300 in less than two months for the same application and requirements because of the poor move in experience of this place. I was not informed they had bugs upon moving here. I was misinformed.

  Business Response

  Date: 10/01/2024

  To whom it may concern,
  
  We have credit back ****** the application fee to her ledger (See attached). Mills has a $50 application fee and a $250 administration fee when applying for an apartment. The site-to-site transfer removes the application fee and not the administration fee. ****** also qualified for our preferred employer program which gives off the application and administration fee. Bringing the total application fee to $25 and the administration fee to $125. The $25 application fee has been waived and credited to her account at *********************. Our website clearly displays the termination fee and application fee will be waived on relocation. There is no mention of waiving the administration fee.  No further concessions will be provided.

  Thank you,

   

  Customer Answer

  Date: 10/01/2024

  Complaint: 22349605
  
  I have reviewed the business' response and am rejecting it because: I wouldnt have had to pay 125 dollars if the apartment had not had cockroaches and horrible conditions forcing me to move. The administrative fee is refundable in certain circumstances. I also did not ask for my refund to go on my ledger. It should have been sent to my address. I would like my total $150 dollars back.
  
  
  
  Sincerely,
  
  ****** ******-******

  Business Response

  Date: 10/01/2024

  Good afternoon,

  No further refund is due from ****************** in addition to the refund check you already received. Per the satisfaction guarantee the termination fees were waived and you only paid for the time you lived at the apartment. We do not refund the application fee and administration fee under this guarantee.  The application fee at **** ****** was waived and the concession is reflected as a credit to the ledger as part of our relocation policy. No additional refunds are being made.  Thank you,

  Customer Answer

  Date: 10/02/2024

  Complaint: 22349605
  
  I have reviewed the business' response and am rejecting it because: I paid $835.83 on September 6th and returned keys on September 13th. I havent received a refund from ****************** for the time i didnt stay there for the rest of September. I wasnt asking for my money to be returned from ****************** application fee but from **** ****** application and administrative fee because had the property been in better conditions I would not have had to move. It was the same application and requirements so why did I have to pay twice when my first application was recent. I am due my refund from September rent for ****************** and the rest of my 125 because of the negligence of your company.
  
  
  
  Sincerely,
  
  ****** ******-******

• Initial Complaint

  Date:06/24/2024

  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.

  My apartment I was renting at ************************ had a sewage backup that ruined my property, and the incident was admittedly caused by the property management workers doing construction outside the building. On 5/27/2024 sewage started flowing through my apartment that contaminated and ruined my property. Maintenance was noticed as soon as it started happening. They came out with a wet vac and removed what they could, but it continued to flow through the apartment through 5/29/2024. My property also sat in the apartment and festered in the fumes for multiple days after that. I have photos and a list of my ruined property that adds up to about $4000. The apartment is listed on ****** as both **************************************************************** and ***************** **************** is what is on the lease. The apartment complex is Kirkwood Bluffs located at **********************************************************************. It is owned by Mills Properties ****

  Business Response

  Date: 06/24/2024

  Good afternoon,

  Thank you for reaching out. Our records indicate that you have recently been in contact with the property manager ****, and she is actively working on a resolution for you. Please continue to reach out to her directly so she may continue to assist you.

  We apologize for any inconvenience you have experienced.

   

  Thank you,

   

• Initial Complaint

  Date:06/18/2024

  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.

  The complex has sent me several emails about renewal of my leaseand that I was late on rent. When I said that I wouldn't be renewing my lease and that I would be in to pay my rent before the end of the month. They wanted me to come in and sign a promissory note. Which I work 6 days a week and it's during office hours. I come home today to a letter stating that they filed with an attorneys office to take possession of my apartment. I'm not even 30 days late. In my lease it states that unless I am 30 days late no legal actions would be taken. I've been understanding to all the problems that I've had since day one. I feel like this is being done because I'm not renewing my lease. The last adjustment that was made to my bill I had to ask for that to be made 3 times before it was done. And now I have birds living in my walls and ceilings.

  Business Response

  Date: 06/19/2024

  Below is a timeline of events that have taken place.

  ****** received a $100 credit to her account on 5/15/24 which was communicated to her. 

  Timeline of events regarding her lease renewal:

  Lease Expires 9/1/24
  September lease renewals sent for approval on 5/29/24
  September lease renewals approved by ownership 5/31/24
  Approved September lease renewals sent to team 6/10/24
  First renewal offer letter emailed to ****** on 6/11/24.
  ****** responds to email about unhappiness, vacating, buying a house, only required 30day notice and will let us know exact date of closing when she knows 6/11/24
  ****** responds with NTV form attached along with letting us know exact date when she is able.
  ****** follows up with ****** by email requesting the vacate notice with exact MO date on 6/15/24.
  Completed vacate notice in office on 6/18/24.
  

  Timeline regarding June's rent:

  Junes Rent - $1,447.68 (includes pest control fee, trash, water, sewer and late fees).  Rent is due on the 1st of each month.  Residents are given a grace ****** to the 4th to pay in full.
  1st late letter to door on 6/4/24
  2nd late letter to door on 6/11/24
  2nd late letter emailed on 6/12/24
  ****** responds to email that she would have rent paid by EOM on 6/12/24
  Respond to ****** with the promissory note policy on 6/12/24
  Notice of attorney filing put on door 6/17/24
  ****** responds that she will be in office to sign promissory on 6/21/24.
  On 6/18/24 she came into office to complete promissory note.  (accepted that rent will be paid in two payments on 6/21 and 6/28)
  
  There has been no communication to the office regarding birds living in walls or ceiling. A work order will be entered, and maintenance will investigate.

  Please let me know if you have any other questions or concerns.

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

  Regional Manager

  
  

• Initial Complaint

  Date:06/06/2024

  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.

  At my renewal last November (tried leaving a review on here and for some reason it didn't get posted), I received a lease renewal offer attached to my apartment door. The only item listed on the paper were the lease term and associated cost/month based on length. I dropped it off at the lobby office with the 12 month term chosen. I then received an email in October, 2023 stating that I would go to a month to month rate since I didn't respond. I immediately responded to the email and the office apologized for the mistake due to change in personnel. I then received the lease 2 weeks out from the end of the current one. I read documents thoroughly. I noticed that trash, pest control and parking had increased - with no prior notification. I was to close to the end of the lease to look for other options. The trash/pest control were minimal BUT the parking went from $70/month to $125/month - a 78% increase. This should have been communicated to tenants on the website, via email or letters delivered to each apartment. Not professional to up the costs without notifying residents. Note we also had an elevator down for 7 months and I was just told it wasn't an amenity. Really? The crux of this complaint is about the lack of communication from Mills on a pertinent change to the cost structure at a time when people are struggling with money/budget when making life decisions. They have plenty of options to communicate to tenants.

  Business Response

  Date: 06/07/2024

  Good afternoon,

   

  Mills Properties does not own or manage this community; our termination date was 1/31/23.
  
  The current management contact is:
  
  ************************
  Community Manager
  *********************************, Inc.
  **************************
  ********,***  63108
  *********************
  *********************
  ************ fax

   

  Thank you,

  Business Response

  Date: 06/07/2024

  Please disregard the original response. It was sent in error.

  Will research the complaint and respond asap.

   

  Thank you,

  Business Response

  Date: 06/10/2024

  Good afternoon,

  Thank you for reaching out.  Yes, one of the elevators required a major repair that the owner's started the repair process on immediately when the elevator went down.  Unfortunately, nationwide manufacturing delays resulted in the needed parts taking time to arrive. Once received all repairs were made. There is a significant amount of community update correspondence sent to each resident's portal (many of which reflect never read by ******************).  As discussed with the site team and ********** multiple times, increases were applied due to the rising cost of utilities and vendor services to maintain the parking lot and building.  If you wish to no longer pay for parking due to the increase, please contact the office directly to discuss.  No reduction in the monthly billing for trash, pest or parking will be made at this time as the lease agreement was executed agreeing to these charges and all residents are charged in a consistent manner.  Any further questions you can reach out the Regional Manager at ******************************************************* The lease agreement is attached.

  Thank you,

  Customer Answer

  Date: 06/10/2024

  Complaint: 21814293
  
  I am rejecting this response because:
  
  Not really addressing the issues noted. As far as the emails on the elevator? I read the few they sent and I have all of them saved. I also have the email trail about my renewal, how it was handled and the lack of communication with respect to the increases in the ancillary charges. Again, no communication about the increases but buried in the lease. Due to their office staff at the time not handling my lease renewal timely, I only had a couple of weeks therefore leaving me no real options to look at other locations. Once again, alway pay my bills, no complaints about me and only got to this point because no response from corporate office about the noted items in my original complaint. I will contact the individual provided in their endearing response.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/11/2024

  Good afternoon,

  The desired settlement listed on the complaint indicated "billing adjustment".  The response outlined that no adjustment can be made and all billing with align with the executed lease agreement.  Based on email communication with the team, your frustrations have been acknowledged and an apology was made for any area you feel customer service/communication was under par. We cannot make an adjustment to your utility or parking billing making it different than other residents.

  Thank you,
  

   

  Customer Answer

  Date: 06/14/2024

  Complaint: 21814293
  
  I am rejecting this response because:
  
  Not rejecting the denial of the reduction in parking fees - the whole point of this was to get an answer as to why there was no communication about increased changes PRIOR to getting the actual lease. Appropriate protocol would have been o advise ALL tenants that effective on a certain date, any renewals would include increases to parking, trash and pest control. Dont care about an apology (if there was one) - wanted an explanation as to why the increase werent communicated. 
  

  As far as the elevators, and the comment about my not reading them, there was only 4 emails sent in 7 months. 
  

  Again, this is about good business practices and the relationship between landlord and tenant. As noted, I have been a perfect tenant with no issues. My apartment is kept like it was a home I own. I just dont appreciate the insinuations and flat out ignoring that the increases were not provided prior to delivery of the lease 2 weeks from my renewal. 
  

  Dont need a response - I understand the approach Mills has for their tenants 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/16/2024

  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 moved in at the beginning of September 2023. When I signed my lease at ********************************* they told me that my apartment had completely been remodeled. While moving in I noticed that my ** wasn't working. Went to the office and complained. Maintenance came in and put a window unit. By the 2nd trip to the apartment it was 97 degrees in the apartment. It took them over a month to "fix" and replace the entire unit. After being promised over and over it would be finished. The first time it was finished and I used it. The entire unit froze. Had to turn it off and another window unit was installed. When they were able to finally fix it I had a $600 electric bill for a 700 sq ft apartment. It finally got "fixed" when I didn't need it anymore. All winter my apartment was never warm and I live on the top floor. I sealed my windows and had supplemental heating sources to get my apartment up to 65 degrees. Fast forward to the first warm day this spring and need to turn the ** on because it's 80 plus degrees in my apartment and my ** doesn't work, the ** breakers are tripped. Called emergency maintenance on that Saturday night to be told we don't work on ** at night and they would be out the next day. Never showed up. Finally showed up Monday after emailing complex assistant manager. And I come home from work to safety and fire hazards. A fully exposed breaker box and wires and no maintenance person in sight. Sent another email. Was promised they would be out today. And come home to the same problem. It's 86 degrees in my apartment. And they charged me late fees because I haven't paid this months rent. If I can't stay in my apartment because maintenance isn't capable of doing a job correctly then why should I have to pay all of the rent?

  Business Response

  Date: 04/19/2024

  Good afternoon,

  You have been in contact with the Regional Manager for Lago Vista since this complaint was filed for resolution. It was reported that your air conditioner is now working. Once the requested documentation (utility bills) is provided, she will review and connect back with you to discuss further.

  Thank you,

• Initial Complaint

  Date:03/14/2024

  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 have lived at ***************************************** for a year and a half. During today (3/14/24) the rainstorm caused flooding inside my apartment by way of the window in the bedroom and the sliding glass door. I have reported this to my landlord on at least three different occasions. Each time it costs about thirty dollars to wash all of my towels and blankets to mop up all the water each time.The last time I reported the maintenance said they fixed it by going onto the roof and fixing the gutters above my apartment but clearly they never fixed the problem.I am very concerned about the potential of black mold in the walls after years of water being coming into the apartment. I have severe asthma and have had worsening asthma symptoms since living here.

  Business Response

  Date: 03/18/2024

  Good afternoon,

  Thank you for reaching out.  Our records indicate that you placed a work order on July 1st at which point a roofing contractor was called and completed the repair on August 3rd.  You placed a duplicate work order on July 14th although the work was already on the schedule. Nothing further has been documented until recently.  Our maintenance team contacted you to come over on Friday 3/15 however you would not allow entry until Monday 3/18. Any needed repairs will be completed and any water damage that has occurred will be remediated promptly. 

  Please reach out to **** who is the property manager to discuss your concerns relating to your laundry, she can be reached at *********************************

  Thank you,
  

• Initial Complaint

  Date:12/21/2023

  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.

  Took this company over a year to fix my porch. It was unsafe to stand on. It took them a month to fix the electrical issue in our appartment. They are disrespectful to everyone that lives here. We just want to either get refunded for the months we paid full rent and did not have our porch to sit on. Take a reduction in our rent until we move out in July.

  Business Response

  Date: 01/03/2024

  Thank you for reaching out.

  The referenced apartment was inspected by the city of ******** ******* and approved for occupancy (attached).  No life safety issues were noted.  The area was not condemned by the city or quarantined off due to safety. As a courtesy the deck was replaced to alleviate any further resident concern. The apartment has been fully habitable during your tenure as a resident therefore no refund will be given.  All other work orders submitted were completed in a timely manner.

  If you have any further concerns, or questions please schedule an appointment to meet with the property manager in person to discuss.