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:09/07/2023

  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 having issues with the application I just signed the lease for a new apartment and a few days ago I haven’t been able to log in or change the password, I have called the number it lists incase nothing happens but nothing was done I was told they would be in contact to help fix the issue but I have yet to receive anything. I’m simply trying to get this figured out and I am running out of ways to get into contact with someone to help with the issue

  

  Business Response

  Date: 09/11/2023

  Hello ******

  I've reach out to ****** *****, the manager at Crossing at Northpointe. Your account was disabled because another person was ready sooner to move in to the apartment they had initially earmarked for you. Once we are able to assign you to a new apartment your account will be re-enabled. Please stay in contact with the manager at Crossing at Northpointe at ************ to complete this process.

  Customer Answer

  Date: 09/11/2023

  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.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/27/2023

  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.

  I rented from an AFI, LLC owned property from May 2022 to November 2022 in Topeka, KS. I waited around 6 months for the kitchen sink faucet to be replaced and was consistently told it was the city's fault for not being able to shut off the water. About the time the faucet was finally replaced, I had to relocate for work. I attempted to reach out at all times of the day and left several messages for AFI to have a conversation about my situation. I was never called back, never reached out to by any means, and then sent to collections without so much as a word from AFI - they have all my contact information as I was a tenant at their property and had spoken with the property manager about the situation. I was hit with extraneous late fees and other outrageous charges on top of AFI's predatory lease buyout clause. A new tenant took over my apartment at a higher monthly rent the day after I moved out. I have still tried contacting AFI with no luck.

  

  Business Response

  Date: 09/05/2023

  The penalties for breaking a lease are made clear in the lease document you signed, and a lease break fee equal to 3 months of rent and forfeiture of the deposit is fairly standard in the multifamily housing industry. The lease you signed does not make exceptions for job-related relocations. You were charged a late fee for unpaid rent in November 2022, and the lease makes it clear that rent is pro-rated only for new move-ins, not move-outs. You were not billed for any cleaning or damage charges. Because no payment was received within 90 days of your move-out, your information was forwarded to our collections agency, which is AFI's standard practice.

  The property manager replaced your kitchen faucet as soon as was practically possible.
  

  AFI serves thousands of renters and unforunately we cannot contact everyone who breaks their lease or leaves a balance unpaid. The property manager followed our standard procedure in your case. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 09/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  A new tenant moved in the day after I left. I should not be responsible for any rent when the same unit is occupied by another paying tenant, especially at a higher rate. I paid for the time I stayed at this property (that was not fully functional for near the complete stay) and was due a civil conversation about life-changing situations. I attempted multiple times to seek a conversation that would reach a resolution between parties and was consistently ignored. This company misreported balances due to a collection agency without even attempting to come to a resolution with a paying tenant at one of their properties. This investment company cannot continue to double-dip and rob people because of predatory contracts attached to a basic human necessity.
  
  

• Initial Complaint

  Date:03/24/2023

  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 rented an apartment at ***** *** ***** ** ********** ******** **** for all of 2022. When I vacated on 12/28/22 I was assured by the property manager **** that he would have electricity switched back to apartment complex name. I discovered in mid march that he did not do this and that I was still being charged for electricity at this apartment. I called and asked why it wasn't switched back. He said he would call and get it switched over. That was completed on 2/21/23. I have asked to be reimbursed for the electric charges from 1/1/23-2/21/23. I never received a response. On 3/23/23 I called and asked to be reimbursed. I was told I would not be reimbursed because I didn't call to have the electricity turned off. I reminded **** that he told me that he would have the electricity switched back over to there name. His response was that he couldn't do that because I didn't call to turn it off and that he couldn't call and have it switched until I called. Which clearly he can because he did on 2/21 without me calling ******. They are refusing to pay these charges. I would like for them to do the right thing and pay the bill from 1/1/23-2/31/23. Thank you

  

  Business Response

  Date: 03/27/2023

  It is a resident's responsibility to both establish and end any utility connections they are required to have as part of the lease agreement. Please reach out to ****** customer service at ************* If you explain to ****** that your lease at ******* ***** ended on 12/31/22, they will assist you with correcting your utility bill, and the usage for January and February will be correctly billed to the apartment complex.

  We have contacted the manager of ******* *****. He does not remember offering to contact ****** on your behalf as this is not a part of our normal move out procedure. He has been reminded to direct all inquiries regarding ****** billing directly to ******.

• Initial Complaint

  Date:01/01/2023

  Type:Billing 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 am in *******,** and my apartments ************************** Apartment Homes (*********************************************************** *****) recently changed management from Alexander Forrest in late November of 2022. I pay rent in partial payments throughout the month before rent is due on the first. In November I made two payments towards my December rent to Alexander Forrest through the online portal, and one electronic cash payment at ********* on December 1st. However in December when the new online portal for the new management company was active, my rent that I paid before and on December 1st was not credited to my account with the new management company. I basically had to pay December's rent again to the new management as well as a ***** late fee.

  

  Business Response

  Date: 01/10/2023

  Thank you for notifying AFI. I have forwarded the complaint to accounting. I expect we will be able to issue a refund via check, please verify you address so it will be sent to the correct place.

  Customer Answer

  Date: 01/11/2023

  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.
  
  Sincerely,
  
  ***********************