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:04/19/2024

  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.

  I have been there since March 2024. The patio door did not lock when i first moved in. I was told all problems would be take care of. ******* was done. I found mold in the apartment as well. I informed the leasing apt of these things.. They painted over it and this did not solve the problem. They moved me to another unit. They told me the door on the new unit would get stuck occasionally. I have put in work order for the door but they have not installed the door yet. My AC unit is leaking. I have warped floorboards. ******* is being repaired though I am putting in work orders. I have only been there for a month.

  Business Response

  Date: 05/10/2024

  Hello,

  
  

  In regards to the complaint regarding ************************* who resides at:

  
  9423-D ***************
  ******************

  
  

  We have done our best to accommodate ******************** and it seems she wants out of her lease and has come to the office multiple times stating she was moving but has not yet done so. All the tenants' issues have been resolved including maintenance orders she has put in within a timely manner and in accordance with Missouri laws and compliance with her lease. In addition we lowered her rent over $100.00 for her 12-month lease which she still is past due in paying.

  
  

  • Attached is a copy of notes we have entered on her account to keep track of her conversations with staff. 
  • In addition she has stated that she recently has bought a home and wants to stop breaking her lease within her which is an option in her lease but not able to produce paperwork. 
  • Prior to her stating she had bought a home she showed up at the office stating she wanted her security deposit back, I advised policy and procedure in regards to that and referred her to her lease as well and she was not happy with the terms she agreed to.
  • Mrs ********** has also been advised her account was past due and subject to late fees and she stated she would pay however her account still remains delinquent and has been for over 30days making her subject to eviction.
  • Our office usually applies late fees as of the 5th of every month but did not charge her account as a courtesy for being delinquent in April nor did we add legal/eviction fees as of the 15th of April which is our policy. this was a courtesy extended to her in regards to her being unhappy and complications with her move in 

  This complex was bought in September 2023 and new ownership has made it the goal to transition this property and has/is investing millions of dollars to make this property better with renovations and updates inside/out. Our complex consists of 414 units and new ownership is working diligently to ensure matters are addressed, corrected, and improved to provide a better elevated living experience for all current and future tenants. Please review the attached notes from her account and our lease policy which explains late ****, Eviction, Early Lease Termination per our policy. 

  
  

  
  

  
  

  --
  

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

  Property Manager

  Business Response

  Date: 05/10/2024

  Hello,

  
  

  In regards to the complaint regarding ************************* who resides at:

  
  9423-D ***************
  ******************

  
  

  We have done our best to accommodate ******************** and it seems she wants out of her lease and has come to the office multiple times stating she was moving but has not yet done so. All the tenants' issues have been resolved including maintenance orders she has put in within a timely manner and in accordance with Missouri laws and compliance with her lease. In addition we lowered her rent over $100.00 for her 12-month lease which she still is past due in paying.

  
  

  • Attached is a copy of notes we have entered on her account to keep track of her conversations with staff. 
  • In addition she has stated that she recently has bought a home and wants to stop breaking her lease within her which is an option in her lease but not able to produce paperwork. 
  • Prior to her stating she had bought a home she showed up at the office stating she wanted her security deposit back, I advised policy and procedure in regards to that and referred her to her lease as well and she was not happy with the terms she agreed to.
  • Mrs ********** has also been advised her account was past due and subject to late fees and she stated she would pay however her account still remains delinquent and has been for over 30days making her subject to eviction.
  • Our office usually applies late fees as of the 5th of every month but did not charge her account as a courtesy for being delinquent in April nor did we add legal/eviction fees as of the 15th of April which is our policy. this was a courtesy extended to her in regards to her being unhappy and complications with her move in 

  This complex was bought in September 2023 and new ownership has made it the goal to transition this property and has/is investing millions of dollars to make this property better with renovations and updates inside/out. Our complex consists of 414 units and new ownership is working diligently to ensure matters are addressed, corrected, and improved to provide a better elevated living experience for all current and future tenants. Please review the attached notes from her account and our lease policy which explains late ****, Eviction, Early Lease Termination per our policy. 

  
  

  
  

  
  

  --
  

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

  Property Manager

  Customer Answer

  Date: 05/10/2024

  Complaint: 21597992
  
  I am rejecting this response because I paid my rent in the amount of $800 on May 2nd. I dont owe anything more. The original price of my rent is $900, yes they did lower my rent. I still was having problems. I had to pay to get out of an apartment that had mold in it. On top of that numerous work orders was closed out, even after no work was done. So yes I am moving but at the same time making up charges isnt how you do business either. 
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2023

  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've been paying my rent and they are saying I'm not paying. They are saying I didn't pay 3 months worth of rent, although I did. They are charging me late fees and and also charged me with an eviction fee. ***** paid rent for November and December of 2022, and January of 2023. I also paid November and December 2022 rent because I didn't know ***** paid rent for the those months. I paid rent for November 2022 in person but my landlord wasn't in the office. When I went to pay December 2022 rent the previous landlord said I was on the ***** program and they were going to put the rent payments I made for November and December 2022 towards February and March 2023. Instead, I ended up paying for February and March 2023 rent and I had an agreement with the previous landlord that my last 2 months rent would be paid for *** and June. It was also agreed with my new landlord that I wouldn't have to pay July, but I would need to pay for August rent. I paid rent for that month on 8/3/23 and it was due on 8/5/23. They are now charging me $50 and $75 late fee, and also a $380 fee for eviction. They have not served me with the eviction papers but I saw the fee online.

  Customer Answer

  Date: 09/20/2023

  I have paperwork showing that I was on Safer and I was paying as well.  

• Initial Complaint

  Date:06/29/2023

  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.

  It started in December. I was complaining about my air and they assured me it would be fixed before it got hot out and I was fine with that.  The summer came and I started asking about my AC again but every time I call they say they would send someone to fix it but that has never happened. I have tried to resolve this multiple times. My kids have asthma and I explained that to them but they still refuse to help. My thermostat right now is 85 degrees. They haven't even given me a portable AC. It has been so hot that I have taken my kids to a family member for the night because of the unbearable heat.  My child has severe asthma and I have bronchitis and as I said our apt is 85 degrees. I am the only resident in my building without air .  They expect my rent payment every month while I am here without air since December.  I have tried to resolve this multiple times but they refuse to refuse to fix my air.

  Business Response

  Date: 07/21/2023

  All tenants have access to the online portal to put service orders in. On 1/12/23 a work order was put in for heat and it was resolved. During the winter and fall months we work on heat, not air. Ms. ****** was reached out about her delinquent rent payments and was in threat of an eviction. Because she did not qualify for a payment agreement because she had broken multiple ones, she then started listing issues with her apartment unit that she never put a service order in for. At that point I told her she needed to go online to put in an order to get those things fixed, and rent would still be due. She put in her request on 5/30/23 saying her AC needed to be serviced. She put another ticket on 6/1/23 saying her AC needed to be fixed. We had her AC checked by maintenance and we told her we would need a certified HVAC technician to come out. In the meantime we provided her with a portable AC. At this time we are working as fast as we can to get those AC units on top of the roof fixed for central air. While the tenants are waiting for that to happen we provided portable ACs which covers the full square footage of their apartment unit. This tenant is in threat of an eviction, and $2,850 in the red on rental payments. She has made requests and we have actually even waived some of her late fees. We verified with the city of Ferguson that as long as we offer portable AC we have held up our end. But this will not stop us from getting the central air fixed. Ms. ****** has defaulted on her lease at this point. We have 414 apartment units and 1 HVAC certified person.

• Initial Complaint

  Date:06/25/2023

  Type:Customer Service 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.

  It's been a year and a half since I had this issue and things are only getting worse. My apartment is infested with roaches I fogged my place 3 times no luck. I have bad panic attacks this makes my health conditions worse. I sent several reports about fixing my air conditioner. The bathroom ceiling and my kitchen sink needs full repair. I was told ***** exterminator would come twice but they never did.

• Initial Complaint

  Date:05/30/2023

  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.

  I had a leak over my toilet that has turned into black mold, I never use my dishwasher but there is water in the bottom of the dishwasher, I need my carpets cleaned, and my apartment needs painting, also, I have roaches that are coming out of the sockets. I have been here nine years. I have contacted the office and they tell me they will get with it, but they never do. I have asked for cooperate numbers and they will not give it to me. I would like these issues fixed.

• Initial Complaint

  Date:10/10/2022

  Type:Order 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 have been living in this apartment since March and it has never had a working refrigerator. I put in a work order for the refrigerator but they have never replaced it. I&#**;ve done this three times total. They don&#**;t provide an excuse. They say they are going to put a work order in for it but it never comes through. They did come out to remove mold out of the ceiling but they left a hole. The toilet is not secure. The heating and AC are not working either. I went the entire summer without AC. I have three little kids under the age of 9.