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:04/02/2025

  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 cannot use my kitchen due to the circumstances I have had plumbing issues since I have moved in. I have had mold issues since I have moved in which they had to replace the dishwasher. I have had multiple maintenance request for the plumbing to get fixed. They would just send somebody out to snake it and that’s only a temporary fix it’s already been three days that this is going on and now I have to wait another two days for them to come fix it. I am a asthmatic patient and I’m pregnant and this has become a very unhealthy living environment and stressful. The property manager also let it slip out of her mouth that the lady above me also put a maintenance request for her toilet to be serviced and the lady is still having problems because I can hear her plunging when it messes up. and normally when she has problems with her plumbing upstairs, I eventually have problems with my appointment also. And would really push the icing on the cake. It makes me upset if they will close my maintenance ticket without even coming to fix anything.

  

  Business Response

  Date: 04/03/2025

  Our plumbing vendor is addressing this issue and it is scheduled for Friday. Unfortunately we could not complete it in house.  Tickets are only closed when incomplete if they're duplicate and that is the case in this situation.

• Initial Complaint

  Date:01/24/2024

  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 have lived in this unit since August of 2021. Last year in October of 2023, I emailed North Terrace regarding new tenants that had recently moved in and were smoking in the building. After continued emailed complaints and their failure at taking care of this smoking issue from the new tenant, I attempted to move in December 2023 and North Terrace refused to release my information because I hadn’t given notice and subsequently would be responsible for paying all fees for breaking the lease to move early. To add an additional layer to this, the reason for my complaint is because my daughters and I have ****** and smoke is a major irritant for us. I had to go to the emergency room and my PCP to help with my breathing. Recently my primary care physician had to put me on new medications to aid my lungs against the constant smoke inhalation.
  
  To top it all off, North Terrace included a smoke addendum to the lease which I signed when I renewed, so I’m assuming the new tenants signed it as well. They are not upholding their own policy but as soon as I refuse to pay rent they are ready for eviction proceedings. I don’t know if the tenant received any sort of lease violation warning or anything but they are still smoking. I last emailed ******* ******** on January 5, 2024 and have heard nothing back.

  

  Business Response

  Date: 03/15/2024

  Thank you for taking the time to express your concerns and the distressing experience you and your family have been facing due to the smoking issue in the building. We genuinely understand how frustrating and challenging this situation must be for you, especially with the health implications for you and your daughters.

  We want to assure you that we take the matter of smoking within the building very seriously, as we understand the impact it can have on our residents' comfort and health. The transition to a non-smoking building is a significant undertaking, and we are committed to achieving this goal progressively to ensure a healthier and more comfortable living environment for all our residents.

  Enforcing smoking policies can be complex and requires a delicate balance, ensuring we respect the rights and agreements with all tenants. While we are steadfast in our efforts to enforce these policies, there are times when the process may not move as swiftly as we would prefer. We are actively working on ways to improve our enforcement mechanisms and appreciate your patience as we navigate these challenges.

  We recognize that this situation has placed you in a difficult position, especially given the health concerns you've mentioned. Please understand that while we are sympathetic to your situation, lease agreements are legal documents that carry specific terms and conditions, including those related to early termination. We strive to be fair and consistent with all residents in upholding these agreements.

• Initial Complaint

  Date:05/10/2023

  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.

  When I signed my lease it was stated both on the lease and in person that I was responsible for the following utilities (gas, electric and water). After 7 months of paying everything on time I get a bill for sewage on my account, completely out of the blue with no information on why it was there and there is a charge back fee as well. I called and talked to my property manager Amber and she told me that North Terrace was just informed about the sewage being charged to everyone and that it is now my responsibility to pay the bill. Now I understand that things like this happen however it should have been addressed to the tenants directly and explained to us before being billed, especially considering the information is no where on the lease or in the move in email I received. I told her that if the current charge was taken off I would pay the ones in the future but that wasn't good enough. Noth Terrace made the mistake of not consulting with the city about this before they wrote their leases so I can't wrap my head around the idea that I'm responsible for their mistake.

  

  Business Response

  Date: 06/12/2023

  We have adjusted the language to make it more clear to residents and we provided this resident with a credit.

• Initial Complaint

  Date:04/29/2023

  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 have recently sent a complaint concerning this company a few weeks ago. The number assigned to my complaint is #********. The complaint was in regard to an apartment complex in Liberty, Missouri in which multiple tenants have been making excessive noise. it has resulted in multiple referrals to the local police department and lost sleep due to the noise lasting until 1-3 AM and poor work performance. My car was also keyed after one of the last times I called the police concerning the excessive noise. Due to the effects on my health finances and work, I have not been able to reside in my apartment for most of this month despite paying rent for the month. I believe the last sentence of the response to the initial complaint was "There is nothing further we can do or could have done to handle this more quickly". Because there are multiple people, I have to move. I would disagree with the respondent's last sentence in that they can ensure that my exit is as stress-free and financially non-combative as possible to take into consideration the money that was lost due to the inability to habituate at my apartment and that the exit is at a time where it is not the official end date of my lease. So, what I have mentioned despite all the trouble, would resolve the issue and I would have no need to talk about it anymore.

  

  Business Response

  Date: 05/01/2023

  We cannot allow residents to not fulfil the terms of their lease based on hearsay about other residents.  We are a management company and have limited control over the actions of the adults that live in the properties we manage.  Police handle disputes so you took the proper action in calling police.  We do work with residents that are in violent or abusive situations and have legal documentation to substantiate those claims.  Your lease offers an early lease termination clause, with a fee, if you would like to exit your lease early but on good terms.