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:05/16/2025

  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 feel like all management does is forget to write down what the tenants talk about with them in person. They responded with we did not tell them we lost things. We did. I complained on multiple occasions and got told to just file an insurance claim because there's nothing they will do. I specifically said my son's toys were damaged. Multiple puzzles. My box spring for my bed was soaked and the wood started rotting and broke because of that. We even set it up against the wall for weeks before it broke from the rot. My breast pump was submerged and didn't work anymore, $350 down the drain because of my bedroom flooding. Not once, not twice, not three times. But literally EVERY time it rained until WE did some repair work to get it to stop. And when it rains heavy, it still floods both bedrooms, the closets and the front door. We reported missing items and broken things on the intake sheet. Ex. Screens, screws, broken baseboards, breaks in the walls around closets. Same with roaches on the intake sheet. The day we moved in. 02/15/2024. Nothing has been replaced or fixed. The work order was requested, seen by maintenance, then closed with 0 repairs. I still do not have electricity in an outlet I reported the same week as move in. The issues have not been fixed since move in. 

  I have an ALLERGY to the pest control the apartments wish to use. On days they spray other apartments I can't even take the trash outside without having an allergic reaction. Requiring antihistamines and a shower as a bare minimum to help. When the pest control guy walks through our apartment after spraying other apartments, I then have to scrub everything he touches, or walks on, or I break out severely. I cannot be around this, I cannot live in my apartment if it is sprayed and not wiped down afterwards. I cannot afford to pay a cleaner, stay at a hotel for 2+ weeks, AND pay someone to clean the **** system so I can breathe in the apartment again. How is this being solved? Nothing. Plastic wrap or leaving. I can't afford to move to somewhere else. That's why we signed another lease. To live here. 

  to start killing the roaches ourselves. March(25) They emailed stating preventative pest control maintenance will begin after April 11th inspection & continue the 1st Friday of every month. I asked what kind seeing as I am allergic to most pesticides, from my experiences, & did not want to get hives or potentially go into anaphylactic shock. They requested a doctors note stating this. I provided a note. April(25) They did the walk through inspection & claimed it was so bad it needed fumigated. Which I replied with, I don't think I can seeing as it causes severe breathing issues for long periods of time. They said they needed to talk to owners for farther decisions. 30 mins later they posted a written "Clean or Evict" notice. Which confused us because we have never been told that our apartment is dirty & we didn't even have dirty laundry in the clothes basket. Or trash or dishes. Passed clean inspection 4 days later. May(25) Repeat inspection. 15thPressed to fumigate in June or Evict within 30 days.

  

  Business Response

  Date: 06/25/2025

  All of the maintenance issues mentioned have been resolved.  Water extraction was completed and followed up by dehumidifiers being placed in the unit.  There are no reports to our staff of personal items being damaged.  We would have been happy to talk through that damage and options available to them for the alleged damages.   
  The pest control has certainly been a challenge.  It was identified that due to the living conditions in the unit, there is a severe ***** infestation. The resident has refused to allow treatment due to a sensitivity to pesticides. We have been treating the situation with care and consideration, as we take the health concerns of our residents and our community very seriously. 
  Despite some questions and missing documentation, we have continued to treat the situation as we would a disability accommodation request.
  To provide some clarity, under the law, a disability is defined as a physical or mental impairment that substantially limits one or more major life activities. This may include severe allergies or chemical sensitivities, but only when they rise to the level of significantly impairing daily functioning. When a qualified disability is documented, landlords are required to consider reasonable accommodations in rules, policies, or practices when such accommodations may be necessary to allow the individual an equal opportunity to use and enjoy their housing. That said, these accommodations must not create an undue financial or administrative burden for the housing provider, fundamentally alter the nature of the services provided, or require the landlord to bear the cost of the accommodation, unless otherwise required by law.
  The documentation provided to us, a note from a doctor,  does confirm a sensitivity to certain pesticides, but it does not identify this condition as a disability as defined under the ****
  We are also aware that despite the claim of having an allergy to pesticides,  it was observed that the resident was using a pesticide product, which was identified by our professional pest control vendor, in the apartment.  This treatment creates questions of whether this is a true sensitivity or allergy.  Further, the products used did nothing to control the ***** infestation, which has progressively gotten worse. 
  Again, we truly take health-related concerns seriously.   At the same time, we have an obligation to address active pest infestations to prevent risk to neighboring units and the community as a whole. To date we, in conjunction with our professional pest control vendor,  have offered multiple accommodations  to treat the infestation in a way that minimizes the resident interaction with the products. We have also offered the option to exit the lease early with no penalty should the treatment options still be difficult.   The residents request was that we pay for two weeks in a hotel to allow for the treatments required to treat the severe ***** infestation caused by the living conditions in the apartment.
  We are still fully committed to working toward a solution that addresses the residents health concerns and meets our responsibility to treat the pest infestation in the unit, which has now begun to affect the surrounding apartments. That said,  we,as the landlord are not responsible for the cost of the reasonable accommodation request.   This considered, we cannot approve the  request for two weeks of paid hotel stays.   
  Our intent is, and always has been,  to resolve this in a way that respects both your individual health needs and our obligation to maintain safe, habitable conditions for the community as a whole. Wed like to keep the communication open so that we can continue to work toward this goal.  

• Initial Complaint

  Date:02/17/2025

  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.

  Complaint: 22953559
  
  I have reviewed the business' response and am rejecting it because:
  
  My original complaint is that Silver Springs charges never post on the same timeline, leaving many residents confused. They have acknowledged, even in this response, that their bills sometimes post at different times. Silver Springs has done nothing to correct this discrepancy after many complaints and difficulties paying bills from their tenants, therefore, I am not satisfied with their response to my complaint. 
  
  
  Sincerely,
  
  ****** *****lver Springs charges many items separately, leaving the tenant in the dark about what is paid and what remains. Especially with their payment taking system, resident portal, multiple billing items are not able to even be seen without first paying the pending charges. To clarify, rent is posted before the first of the month, while insurance is posted on the first of the month. If a tenant pays their rent before the 1st believing to be ahead of schedule, the insurance charges will not be included and the tenant then has to enter another separate payment after the 1st for $12.50. Any additional charges all abide by this predatory practice. I have never been able to keep track of this system and neither have their residents. They have multiple online reviews detailing their residents issues with paying their monthly billing cycle on time. Silver Springs refuses to acknowledge issues with their payment systems and refused to refund myself or any other residents for their charged late fees.

  

  Business Response

  Date: 02/21/2025

  Hello, At **************, all residents are made fully aware of their monthly financial obligations. The lease agreement, which clearly outlines these responsibilities, is provided at move-in and remains accessible at any time through the resident portal. Additionally, all residents receive a detailed email invoice on the 25th of each month, outlining all charges that will be due on the 1st of the following month. This ensures complete transparency and provides ample time for residents to review their future charges and reach out to the leasing team with any questions or concerns. While there may be variations in when certain charges are posted, all financial obligations are communicated before the start of the month. Residents also have until the end of the day on the 3rd to make payments without incurring late fees, so there was even more opportunity to review and make appropriate payments.  Furthermore, automated rent notifications are sent on the 1st, 3rd, and 4th of each month as additional reminders for any outstanding balances.

  Additionally,  ****** had an external insurance policy that expired.  The only reason he received an insurance charge from us was because it was discovered that his policy expired.  Because a new policy wasn't provided to us, he was temporarily enrolled in the coverage that was required by his lease.  This policy was discontinued as soon as he provided updated coverage documentation.  

  
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  Complaint: 22834453
  
  I have reviewed the business' response and am rejecting it because:
   
  The reason given by the on site property manager, directly to me, was it costs $5000 to replace 3 windows and one door; the owners dont make enough money off the old people here so they will not pay for anything.  So although some window guy from some unknown company did show up from almost 100 miles away, he didnt need to check the function as that was not the complaint.  That was the complaint made up by the the landlord.  
  

  As a side note, while writing this reply, I am trapped inside this moldy apartment because every door and window is frozen shut and has ************ on the inside of the apartment.  I dont consider that normal.  

  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 02/19/2025

  At Entrust and ***************, we deeply value the well-being and comfort of our residents. We understand that concerns about the functionality of doors and windows, especially during cold and rainy weather, can be frustrating, and we take these matters very seriously.
  To ensure a thorough and fair assessment, we have carefully inspected the unit during inclement weather and engaged professional door and window specialists to evaluate their performance. Their expert opinion confirmed that the doors and windows are functioning as intended and do not pose any risk to residents. Of course, if there were any indication that they were faulty or creating an unsafe environment, we would take immediate action to replace them.
  Its important to note that condensation can occur even with newer windows when there is a significant temperature difference between the inside and outside of a home. Additionally, everyday activities such as showering, cooking, and drying clothes can contribute to increased humidity levels, leading to condensation. To help manage this, we recommend wiping down affected surfaces as needed to minimize any impact.
  We truly appreciate your patience and understanding, and we remain committed to ensuring a comfortable living environment for all our residents. If you have any further concerns, please do not hesitate to reach outwe are here to help.
  

• Initial Complaint

  Date:10/09/2024

  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 have reviewed the business' response regarding complaint ID ********, and I believe it was fair and transparent enough to satisfy my original inquiry. Therefore, I do not wish to pursue this matter further. Thank you.ly told me to read the previous e-mails. I responded telling them that I asked these questions because said previous e-mails were not specific enough and expressed my displeasure about being dismissed in this fashion. I asked them to provide a time range when they would be conducting this mystery inspection so I could be present and observe while minimizing time I had to take off from work, all of which I believe I have the right to. They refused to provide a specific time, despite having planned this inspection for two weeks. They have been very vague and secretive about this event across several communications, which has caused me significant stress and anxiety over the last week. I am not seeking money nor an apology; I want clear answers to the three questions I originally asked about this event, in addition to an explanation of what actions will be/were taken during this event.

  

  Business Response

  Date: 10/24/2024

  As management, we periodically conduct thorough inspections of the property.  These are often completed over one or two days. These inspections cover all areas to identify any unreported maintenance needs or pest issues. Completing these inspections allows us to ensure that our residents' homes are well maintained and ensuring a positive living experience. We also often address preventative tasks, such as replacing smoke alarm batteries and air conditioner filters as necessary.  Our team, along with a pest control vendor, will carry out these inspections. We recognize that residents may not always be aware of or report minor issues like running toilets or small leaks, so its our responsibility to proactively identify and resolve these concerns. 

  Additionally, we schedule and facilitate mandatory annual insurance and lending inspections conducted by third-party vendors on behalf of the property owners. We understand that having someone enter residents homes can be inconvenient. To minimize this, we notify residents in advance of the inspection dates. Although our leases include an entry clause, we strive to give as much notice as possible. While we can provide the date of entry, specific timing can be challenging due to the structured nature of the inspections. We regret that any resident felt our intentions were secretive. Our goals are clear: to address maintenance needs, pest control, and fulfill mandatory inspections for insurance and lending purposes.

  Again,  we regret that this resident felt uncomfortable or as if anything was being hidden. That was certainly not the goal.   

• Initial Complaint

  Date:08/12/2024

  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 Apartment 326 at ******************* in ***********, ** in January of 2024. On Monday August, 5th I received a call from management 2 weeks after my inspection that my apartment had been infested with German Cockroaches and that they were going to come spray my apartment. They sprayed my apartment two days later and not even 24 hours after I saw signs of more cockroaches and have seen more every day since then. I have noticed numerous reviews online stating that this is not an uncommon problem with this apartment complex and that it truly does not get handled properly. The apartment just keeps getting sprayed but does not affect the cockroaches that are within the insides of the walls, outside or anywhere else they could be found. These roaches carry numerous types of diseases that have caused me to decide to live elsewhere until something could be done about this problem because I see my own apartment that I pay rent for is inhabitable. I feel unable to eat my own food in my pantry that I have purchased because of evidence of cockroaches as well as finding eggs in my bed where I sleep and knowing that they can reproduce rapidly makes me want to leave the entire facility before I develop a disease or become sick from this infestation. My apartment has truly become inhabitable.

  

  Business Response

  Date: 12/03/2024

  Pest issues occur when living conditions in buildings are conducive to reproduction of pests.  We completed a full sweep of the property to ensure that any pest issues that remained unreported by residents were addressed quickly.  It was identified that there was evidence of the roaches in this apartment, so a treatment was scheduled immediately.  It's common to see activity after treatment for up to two weeks,  but treatments are extremely effective.  

  While Entrust no longer manages Eastview apartments and we are unable to speak to whether the issue was resolved in his unit,  we are confident it would have been resolved with the continued treatment and cooperation from this resident.   

  Should the resident continue to have issues,  he would need to reach out to new management.  

• Initial Complaint

  Date:11/16/2023

  Type:Order 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while Im not satisfied with their response I would like to have it closed.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/20/2023

  This has been handled as follows:
  
  There was a leak reported on 10/13- We responded with maintenance, plumbing vendor, and restoration company to dry out.  Response was sent within 30 mins of the emergency call.  Water seemed to be coming into their unit from the hallway, the Vendor found no source for the leak after thorough investigation.  No further leaking has occurred. Towels were immediately used dry the area to prevent damage to the property and to their belongings. A second professional was brought in to confirm that there is no active leak.  After some time,  a third professional also determined that there is no leak.  
  
  The resident requested a reasonable accommodation due to a disability. 
  
  She provided a doctors note from 2020 stating that she has "certain limitations" due to a mood disorder that qualifies her as a disabled person.  She requested to be let out of her lease at no cost, due to the anxiety caused by the possibility that another leak may occur in her unit.  
  
  We do take her concerns extremely seriously, and are happy to work with her to reach a reasonable solution within the requirements Fair Housing and Americans with Disabilities Act.  
  
  The accommodation request was not immediately approved due to the age of the documentation (over 3 years old) and the fact that that it doesnt specify that she cannot live in her apartment due to her medical attention.  
  
  The lease agreement offers an option for early termination, and we offered a 50% reduction of the fee for the option of terminating her lease early.  
  
  We are still working with the resident to ensure that we are doing everything in our power to accommodate her disability.   

   

  We are aware of her paying a security deposit and have let her know this information.  

• Initial Complaint

  Date:07/05/2023

  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.

  My partner has lived at ******** ***** **********, managed by Entrust, for over a year. I recently joined his lease. The most recent issue: we went to pay rent on June 30 and noticed we’ve accrued roughly $80 in late fees, when we paid our rent on time (and always have). Upon calling the leasing office, with no answer, I went in person. They were not in the office at 11:50 AM, despite their hours being listed on the door as 9-12 on Fridays. After this, to avoid more late fees over the holiday weekend, my partner and I agreed to pay the account balance in full and approach them about a refund when they are back in office. After calling a couple of times this morning (July 5) to no avail, they eventually answered and told my partner these fees were from an unpaid renter’s insurance premium (we have renter’s insurance through a third party and have never, to our knowledge, signed up for or paid for Entrust’s policy), and we must pay them the premium and late fees. It’s complicated, but they claim that autopay is only withdrawn on the 1st of the month, so if a charge is posted after we are to manually go in and pay it. This has happened once before to us, for a different charge, and after many phone calls, they finally agreed to waive the late fees. At that point, the woman I spoke to assured me that I would receive notification if I have an outstanding account balance. She claims we were notified this time, but there is no record on either of our accounts and neither of us received a call, letter, email, or text. This issue comes along with others; leasing office hours are inconsistent, phones are seldom answered and anytime we have left a message the call has never been returned. We’ve even seen a note stuck to their door by an elderly woman who needed help and couldn’t get in contact with maintenance. Our bathroom ceiling has black mold, and the AC unit on our living room wall leaks. Both of which have been “repaired” by painting over them. Overall poor management.

  

  Business Response

  Date: 08/08/2023

  This resident was auto enrolled in the internal renter's insurance policy at a rate of $12.50 per month due to failure to provide an updated certificate of insurance from a third party insurance company, per the insurance addendum included in the lease agreement.  The premium for this policy was $12.50 and is subject to late fees, all of which is outlined in the lease.   While a notice isn't required to uphold either landlord or tenant responsibilities to the terms of the lease agreement , our records do indicate that a notification was sent via email to the resident regarding this policy being added to the account.  

  Office hours at Galloway Creek are noted on the office doors at all times, although the Property Staff is periodically out of office executing tasks required for appropriate management of an apartment community.   

  Maintenance records show that a repair was made to the bathroom ceiling, including appropriate treatment to ensure healthy air quality as well as a drywall repair that required paint to bring back to  standard.  Multiple Air conditioner repairs were also made in the unit,  all of which were completed in an appropriate manner.