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:11/09/2024

  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.

  Ceiling leaks when it rains. I am on the 3rd floor of a 4 story building.

  

  Business Response

  Date: 11/13/2024

  Good afternoon.

  Since ***** moved in back in 08/2023, she has placed in 4 work orders for a leak in her kitchen ceiling. Each time the maintenance tech is called out to address the spot in question, they have attempted to troubleshoot several areas that could be causing the leak. While we understand that this may be extremely frustrating, we are ensuring that all attempts are being made to resolve the problem in a timely manner.

  As of today, 11/13/2024, our roofing/exterior vendor was out on property this morning putting together a game plan on how to remedy the situation. We will work with them until the issue can be fully resolved as we are hopeful for a quick fix to this ongoing issue.

  Sincerely,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 11/14/2024

  Complaint: 22534063
  
  I have reviewed the business' response and am rejecting it because: I have been told the same story for the past 15 months.  When the issue was first reported to maintenance I was informed that this water leaking problem was in multiple units.  I was told that the window installation people were going to come and look at the problem.  I have been told multiple times that this issue was not resolved due to our corporate management not approving repairs.  The bottom line for me is that over the last year and almost 4 months I have not seen any improvement.  I have not been communicated with by maintenance or the corporate management.  Each time I have completed a maintenance request I do not receive any updates from anyone and then I receive an email stating the ticket is now closed.  
  
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 11/15/2024

  I believe that the property management should have been obligated to disclose that the property had been experiencing leaks inside multiple units at the time that I was touring the property as this poses a possible health hazard.  Im not sure why I am expected now per the businesss response to believe the issue is going to be fixed.  The only thing I am expecting now is the issue is actually fixed with proof that the ceiling area has been tested for mold and is found to be safe for me and others to live in.  

  

  Business Response

  Date: 11/21/2024

  Hello,

  We understand the frustration that this situation has caused and we will ensure all efforts are being made to resolve the issue. 

  After speaking with the General Manager of the property, we will be checking the ceiling in the kitchen for moisture by the end of this week (11/22/2024). Additionally, we have not been successful with the previous vendors on locating the root cause of the leaking. Because of this, we have hired a vendor from ***********, ** that is going to travel to ****** to look at the area in hopes that we get resolve as soon as possible. Our Springfield vendor will be on property to look at the affected area on 12/04/2024 at 11:00 in which the property's Facilities Manager and General Manager will be present for the inspection.

  We thank you for your patience with us during this time as we are wanting to get this situation resolved as quickly as you do. 

  Thank you,

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

  Director of Customer Relations

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/29/2024

  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.

  (The full complaint was too large for this textbox. A full version is attached as "BBB TLC Complaint"please review it.)As seen in other BBB complaints and reviews, I am experiencing an issue with ************** charging tenants for unwarranted replacements upon move-out. I lived at *********************** from April 4, 2021, to October 11, 2024, consistently paying rent on time and maintaining the apartment in excellent condition. On October 28, 2024, I received notice of a $755.84 charge to replace a stove I left fully functional and thoroughly cleaned, including a final self-cleaning cycle. Any minor wear on two burners was consistent with standard use over three and a half years (photos attached).After questioning the charge, ******** and ***** stated the stove did not meet good condition standards. However, the lease specifies that equipment only be returned in good condition and operating order, a subjective term. Missouri law (RSMO *******) further protects tenants from being charged for normal wear and tear, which should apply here.*** claimed this was noted in a pre-move-out inspection on August 28, 2024, but I received the unsigned document only on October 29, and it had not been uploaded to my resident portal. The move-out form I did sign referenced only lightbulbs and instructed me to check the portal for inspection documents, which were not there. Even if I had seen this document, cosmetic wear on two burners does not justify a full replacement, and Missouri law excludes ordinary wear and tear from tenant responsibility.This practice of imposing excessive replacement costs on tenants seems to be a recurring issue with TLC, based on similar complaints. I am confident that an objective review will support that this stoves condition was within normal wear-and-tear standards, making replacement costs the landlords responsibility.Thank you for reviewing this complaint. I hope this matter can be resolved fairly without further action.

  

  Business Response

  Date: 11/05/2024

  Good morning,

  I have reviewed the attached complaint and after reviewing all documents I am able to speak to the replacement of the range.

  Both the Pre-Move Out Inspection and Move Out Inspection are visible to the past resident through their Resident Portal. From looking at the Pre-Move Out Inspection, it does state that the range burners are worn on the stove top and that it would need to be replaced. I have attached the Pre-Move Out Inspection to this response.

  Additionally, the final Move Out Inspection also states that the range will need to be replaced with photos attached of the above normal wear and tear.

  I was able to also attach the invoice for the cost of the range to which the property did add a slight depreciation on the range with the age in mind. Due to these findings, the replacement of the range is the resident's responsibility and will remain a charge on their Financial Move Out Statement.

  Thank you,

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

  Customer Answer

  Date: 11/07/2024

  Complaint: 22487690
  
  After reading the businesses response from the property manager at *********************** (M), I can see that they are attempting to hide their mistake and have provided evidence to prove it. Here are my biggest issues with their response.

  1. I have proof (attached) that the inspection was not uploaded until after the fact of my complaint. Attached are dated screenshots showing that the move out inspection was not available until they realized it was not on my portal after my complaint. It's an unfortunate act of bad faith, however it does give more weight to my case. I have reuploaded the screenshots a second time for the BBB to consider in their decision.

  2. Property managers at *** receive bonuses based on their properties net income. In the accounting world this is considered two things, an improper segregation of duties and a fraud risk. The property manager at *********************** (********) has a financial incentive to overestimate charges and damages caused by residents (especially those falling into the category of wear and tear as they will need to be replaced anyways) as then the company does not incur any expense from the replacements improving the position of the properties financials.

  3. The property manager didn't seem to even read or comprehend my response. Two of the three attached documents they used as substantiation were already provided and uploaded by me. My complaint addressed several key points within these documents, none of which were acknowledged in ***'s response. This oversight is evident from their failure to review my supporting documents.

  4. They claim to have given me a "depreciation discount" but the rate they gave me is insulting at best. I received a $82.37 discount on an invoice of $837.95, bringing my total to $755.58. This is a 9.8% discount, meaning if I receive a 9.8% discount for living at the property for 3.5 years they estimate the life of their equipment at around 35.7 years. Anyone would agree that is a ridiculous estimate and figure to throw around. As I've said many times before, according to Missouri law wear and tear is not the responsibility of the tenant. I am not disputing every charge they are giving me, I just want them to be reasonable and honest regarding the oven that is in great working condition.

  My plan on handling this dispute is to continue to share my honest experience with the proper regulating real estate bodies of ******** and see whose side they find more reasonable. I am at least happy that I can share my experience on this website for other businesses and potential future tenants of *** (and especially ******* Crossing) to see.

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

• Initial Complaint

  Date:09/13/2024

  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 moved into these apartments on May 31, 2024. I signed a lease for 12 months. When I applied I had on my application that I had 2 dogs and only had to pay 1 pet deposit of $350usd. When I had my tour they met both dogs and still said nothing. Upon move in day they informed me that I had to pay another $300 for my second dog and since I spent so much money already moving in I had to add $100 to my rent for 3 months making my rent $1,000. I had let that slide until I had no hot water for 3 weeks. After I entered a work order on August 13, 2024 and went out of town to see my mom a worker went to my apartment to resolve the issue. He stated that the hot water breaker needed to be flipped so he flipped it on and heard it turn on, although did not check to see if the hot water actually worked. When I came home it was still not working so I put in another and the man who came down stated that they had to wait until Monday because they other guy in duty was a ********. When by Tuesday I still had no hot water so I went down to the office to ask why I still had no hot water they basically laughed in my face and stated that they were sticklers by Wednesday 3 men were in my apartment because they had to change my whole heating unit and resolved my issue 3 weeks after my issue first started so I called my office multiple times to get a refund on at least half my months rent and they kept dog g my calls. After finally getting ahold of them they said they would speak to a manager but it wasnt likely since I didnt put in my work order as an emergency and its stated in my lease that I was supposed to. Upon going through my lease no where in my lease does it state that an along with that no one called me back after they stated they would. When I called back again they said the manager had just stepped out and would call me back later that day. Not only did they not call me back but kept ******* my calls every time I called them. Once my lease is up will never rent *** again!!

  

  Business Response

  Date: 09/30/2024

  September 23, 2024

   

  RE: Complaint ID Number: ******** ****** ******

   

  To Whom it May Concern,

   

  I have reviewed the following complaint and am able to provide information and documentation of this matter.

   

  Ms. ******* lease agreement outlines that each pet (maximum of 3) brought into the apartment home is subject to pay a $300 pet fee per pet in accordance with the Pet Owner Addendum. Ms. ****** paid one pet fee in the amount of $300 on her move in date. The secondary $300 was split up into 3 monthly payments of $100 as a courtesy to the resident to avoid an additional lump sum of $300 at move in. This process was done correctly in accordance with the signed lease agreement.

  Ms. ****** mentions her hot water work order that she placed in August. This was actually entered in on August 10th and the maintenance tech addressed the issue on August 13th. Upon fixing the issue, it is not clear if the maintenance tech checked for hot water at any time after the repair was made.

  By August 23rd, the leasing office had not heard from Ms. ****** so a text message was sent out to her with the following message: Hey ******! This is Sora with ************ Apartments. I was just reaching out because I noticed a package on your door step for a week! I was just wondering if you wanted me to bring your package to the office for safe keeping while you were out of town. I would be more than happy to just let me know!. The staff had noticed that Ms. ****** was out of town for some time after her hot water work order was completed.

  It appears that Ms. ****** came home the afternoon of August 23rd as a secondary work order was placed in for her hot water not working. A maintenance tech came out to inspect the water heater on August 23rd and indicated that the elements were bad but that he would reset the thermostat for them until the hot water heater change out could happen with the plumber.

  On August 27th, the plumber was able to come out and exchange the hot water heater for a new one, ultimately resolving the issue. The amount of time that it took to have this replaced is not TLCs standard and we understand the frustration of the resident. A member of our leadership team will be in touch to discuss the events further with Ms. ****** and address her concerns with compensation.

   

  Sincerely,

   

   

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

  

  Business Response

  Date: 09/30/2024

  I have reviewed the following complaint and am able to provide information and documentation of this matter.

  Ms. ******** lease agreement outlines that each pet (maximum of 3) brought into the apartment home is subject to pay a $300 pet fee per pet in accordance with the Pet Owner Addendum.  Ms. ****** paid one pet fee in the amount of $300 on her move in date.  The secondary $300 was split up into 3 monthly payments of $100 as a courtesy to the resident to avoid an additional lump sum of $300 at move in.  This process was done correctly in accordance with the signed lease agreement.

  Ms. ****** mentors her hot water work order that she placed in August.  This was actually entered in on August 10th and the maintenance tech addressed the issue on August 13th.  Upon fixing the issue, it is not clear if the maintenance tech checked for hot water at any time after the repair was made.

  By August 23rd, the leasing office had not heard from Ms. ****** so a text message was sent out to her with the following message:  "Hey ******!  This is **** with Orchard Park Apartments.  I was just reaching out because I noticed a package on your door step for a week!  I was wondering if you wanted me to bring your package to the office for safe keeping while you were out of town.  I would be more than happy to just let me know!"  The staff had noticed that Ms. ****** was out of town for some time after her hot water work order was completed.

  It appears that Ms. ****** came home the afternoon of August 23rd as a secondary work order was placed in for her hot water not working.  A maintenance tech came out to inspect the water heater on August 23rd and we understand the frustration of the resident.  A member  of our leadership team will be in touch to discuss the events further with Ms. ****** and address her concerns with compensation.

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I have not yet heard back from the business, but am looking forward to a resolution.
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/28/2024

  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.

  Been living at TLC Properties '*****************' apartments for over a year now however during the Spring, Summer, and Fall we have birds that like to nest within our front porch. These birds often get stuck as we are on the top floor of our building, and the stairs and floors are covered in bird f**** and infested with flies to the point its affecting the inside of our home. Over the span of a little longer than I month I have requested pest control as well as cleaning to take care of this as its a massive health concern to be breathing this in outside whenever entering and leaving my unit as well as the flies that has gotten their way into my home as well. During that month they has pest control come out and spray our units floor with something but that did nothing to address the flies as we have vaulted ceilings and the flies will lay dormant up there and nowhere near the ground. Not once during this time has anyone come to clean the upper stairs/porch area nor addressed the birds. I am currently paying a little over $1500 per month for this unit and feeling trapped and disgusted by these living conditions and would like any help I can to correct this as I would like this to be a proper home rather than a living mess.

  

  Business Response

  Date: 07/01/2024

  Good morning *******,

  Thank you for bringing this matter to our attention and I can understand the frustration you are experiencing. The cleanliness and upkeep of the community is very important to us and we hate to see that this has not been taken care of up to TLC Standard.

  I have addressed these issues as well as the attached photos with the leadership over ***************** and we will work on a resolution to finish getting this cleaned up as soon as possible. A member of the leasing team will be reaching out shortly to discuss other items within the apartment home that we can take care of for you as well. 

  Once again, we appreciate you bringing this to our attention. 

  Sincerely, 

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

  Director of Customer Relations

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

  Customer Answer

  Date: 07/11/2024

  I am responding to a complaint that I did not wish to be closed. Complaint ******** was never resolved. The property was never in contact with me and the issue still remains unresolved from when it was first reported. I don't know if the complaint was closed due to automation but I did not wish for it to be closed and I did not follow up on my complaint as the response stated they would be in touch with me, and they were not.
  

  

  Business Response

  Date: 07/15/2024

  Good afternoon,

  After reviewing the resident's activity log, the conversation had between the resident and the Community Manager on July 11th indicated that we have exhausted some options and are in the process of testing another vendor to ensure that this area can remain cleaned. The major issue stems from the type of bird being a protected species and we as the management company are not allowed to remove and/or relocate those birds. We are testing out several options to help mitigate the issues to the best of our ability until the birds are able to leave their nests. 

  If you do not see results within the next couple of business days, please notify the office immediately.

  Sincerely,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 07/22/2024

  Complaint: 21918116
  
  I am rejecting this response because:
  I understand if they're a protected species and they cannot be moved or relocated, I will acknowledge that. But the birds are nested up high, I would like there to be some effort into cleaning the stairways as the heat is causing all the bird excrement to ferment and smell. It's gotten to the point now that maggots are starting to nest (see image attached). 
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/24/2024

  Good afternoon,

  I completely understand and have received an update from the property. As of today, 07/24/2024, the breezeway has been power-washed and cleaned of any and all bird waste. Photos are attached of the breezeway after the work had been completed.

  Additionally, as of today, all of the nests have been removed from the sprinkler systems in the breezeways as these nests no longer had any eggs or baby birds located in them. However, there are a few birds that are still in the breezeway that seem to be trapped up high. The property's action plan going forward will be to closely monitor those breezeways to monitor any kind of rebuilding of these nests and address immediately to help remedy the problem.

  We are hopeful that this action plan will prevent the issue from getting to the previous state as it had been before. 

  Sincerely,

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

  Director of Customer Relations

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

• Initial Complaint

  Date:02/17/2024

  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.

  We rented ******************* for 4yrs and after the move out inspection they charged us for a new stove telling us the stove top has a heavy damage and wear to it. When in fact the said stove is perfectly working, it's old and obviously would have wear and tear to it because we've been using it for years and tenants before us! We talked to the manager personally after the pre move-out inspection, and she did not say anything about the stove. She mentioned about the 2 light bulbs that needs to be changed, And that's it! Even in the pre move-out form, noted about the 2 bulbs that must be replaced, and nothing about the stove. I don't think that's a reasonable charge on us, it's a working stove top, that can't be cleaned like new because it's old and obviously because we've been using it for years. It's a normal wear and tear plus It's not a brand new stove when we rented the apartment. We communicated this with the ***** apt managers, and their solution is just to divide the charge into 12 equal payments. We felt taken advantage of, at the last minute they charge us a brand new oven!

  

  Business Response

  Date: 02/19/2024

  To Whom it May ******************** reviewing the complainant's request, it has been determined by the Assistant General Manager that the cost of the range should not have been charged to the past residents. This has been removed and a new Final Statement has been emailed to both parties.

  Sincerely,

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

  Customer Answer

  Date: 03/01/2024

  
  

• Initial Complaint

  Date:01/26/2024

  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.

  Requested to move out of this apartment complex due to the revolving door of leaks and busted water pipes that have occurred through the property over the past 12 months. My child has known allergies and this is an unsafe environment. They have failed to do any mold/pollutant testing or mitigation. In addition there have been several maintenance/security issues such as the front door not working or being secured. They have failed to live us to their promise (in the lease I signed), so I should not be getting penalized for moving out early.

  

  Business Response

  Date: 01/29/2024

  In response to complaint:

  ******* ****** experienced a water line leak in the main entrance of the building in the afternoon on 01/16/2024. This was due to subfreezing temperatures over the last week and on the 16th of January, the temperatures had warmed up enough to cause freezing pipes to begin to thaw. By 4:00 PM on 01/16/2024, water was being extracted from the entrance and the appropriate vendor came out to inspect the damage. No units were affected by this cracked pipe. Drywall was immediately cut out and the water was turned off to avoid further water leak and damage. Dehumidifiers were also immediately placed in the entry way to help dry up any water that was unable to be extracted.

  The vendor ordered parts that were needed and the repair was made a week later on 01/23/2024. Drywall is currently being repaired as of 01/29/2024. The property staff and vendors took immediate action to stop property damage. This water leak only affected the entry way to the building and no resident units were affected.

  The other water leak from 2022 that the complainant is referring to was on the opposite end of the building from where her unit is located. Same as the instance above, freezing temperatures caused pipes to freeze and when the weather warmed up, there was a small leak on that side of the building. This was also addressed in a timely manner. There is no documentation from the complainant regarding their concerns about this water leak back in 2022. 

  The complainant is requesting reimbursement for the last 12 months of their lease, however, the complainant placed their notice in on 01/02/2024 requesting to terminate their lease due to purchasing a house. On January 2nd, none of these issues came up as reasons to why the complainant wanted to terminate their lease agreement. I have attached a copy of the Lease Termination Notice to Vacate here for reference. The termination fee, date & reason for moving is all listed and documented in writing and signed/agreed to by the resident. The termination was requested prior to the water leak that occurred on 01/16/2024.

  The ******* ****** staff responded in a timely manner to mitigate any property related issues that happen. Both water leak issues were not brought to the staff's attention by the complainant until they decided to terminate their lease agreement. The property, and its staff, followed proceedures we have set in place that uphold our end of the signed and agreed upon lease agreement. At this time, we do not feel compensation of any kind is warranted as we acted in a timely manner to the water leak issues. 

  Sincerely,

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

  Director of Customer Relations

  Customer Answer

  Date: 01/30/2024

  Notification to terminate lease was attached to this case, however, the reason I terminated my lease was very vague and entered by TLC personnel. The reason for moving and buying a home was because of improper maintenance of the building and health risks associated with living in that building. 

  They are replying with a document I signed, but what recourse is there for TLC not holding up to their end of the contract/lease by providing residents with a safe, secure and properly maintained complex? It is unfair and illegal that I should be held liable for buying out of a lease, but they do not have to comply to their own document. If I did NOT sign the document they attached what recourse for me was there? Would I have been allowed to vacate?

  I am forced to sign paperwork agreeing to their rules, but as a tenant there are no options that treat both sides fairly. 

• Initial Complaint

  Date:08/22/2023

  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 applied and got my payment approved Friday 08/18/2023 8:05am. Was sent screening results Saturday 08/19/2023 at 10:46am. On 8/22/23 8:53am I received an email stating that my fees are non refundable due to a 48 hour response window that was not disclosed to me before applying and is not stated in any previous emails or terms and conditions and I spoke with ******* from TLC ****** **** apartments 8/22/23 at 8:58am and she stated that it is not something that is disclosed and she feels it should be, and further stated that she is not authorized to give my money back. All of this occurred at 08/22/23 before 9:46am, which would make the 48 hour mark and they are refusing to give me my money back. I want a refund.

  

  Business Response

  Date: 08/25/2023

  Good afternoon ******,

  I have reviewed all documentation related to your application at Marion Park Apartments. I have attached a copy of your Apartment Reservation Agreement to this response. In the Apartment Reservation Agreement, the Administrative Fee is outlined as a fee that is non-refundable in the event that the conditions are not met by the applicant. In this instance, you were approved with a condition of a guarantor which the office staff was advised that you would not be able to provide a guarantor for the apartment. 

  Our 48-Hour Buyers Remorse policy is an internal policy that we utilize within the first 48-hours of fees being paid. The Administrative Fee was paid on 08/18/2023 at 8:05 am. The 48-hour window would have ended on 08/20/2023 at 8:04 am. This policy is meant to be utilized in the event an applicant backs out of an apartment within the first 48-hours of applying, not because conditions cannot be met. 

  I pulled the phone call between you and the Community Manager, *******, from 08/22/2023 and she does not mention the 48-Hour Buyers Remorse policy, nor does she stated that she feels that this policy needs to be disclosed. ******* did make it clear that the Administrative Fee was non-refundable due to the condition of the guarantor not being able to be met for move in. Because of this, the Administrative Fee will not be refunded.

  Sincerely,

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

  Director of Customer Relations

• Initial Complaint

  Date:07/31/2023

  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.

  Our unit is always losing power in every storm no matter what. The breakers are always messed up. Central Air breaker is always not working and we always have to reset breakers. Only one hallway in our floor loses power and it’s very frustrating. Our apartment is 90 degrees and you told us that we don’t have any option but to go somewhere else to stay. Keep saying that it’s a city utilities problem when it’s the same problem every single time it storms. Clearly not a city utilities problem.Completely bogus leasing company.

  

  Business Response

  Date: 08/01/2023

  *******,

  I understand the frustrations of the power outage at The Falcon. I have reviewed the City Utilities Outage Map and currently as of 8:45 am on 08/01/2023, there are nearly 100 outages in Springfield due to the major storm that came through on 07/31/2023. While TLC Properties understands the frustration of not having power, we are working diligently with the electric provider to restore power as quickly as possible. 

  We have been advised from the electric company that there is not enough power going to the building to be able to provide window units. These would not be effective with the lack of power that the property was receiving. The Community Manager did advise the residents if their unit was uncomfortable to please try and make other arrangements if possible and we will reassess the outage as soon as possible with the electric company. 

  Unfortunately, with an outage due to weather is not something that warrants a refund or reimbursement on rent. Please refer back to the Utility Addendum in the lease agreement, section 5, for additional information regarding this request. 

  We will be in contact with the electric company today for additional information and a resolution. Thank you for your patience.

   

  Sincerely,

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

• Initial Complaint

  Date:07/25/2023

  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 hope this letter finds you well. I am writing to bring your attention to an alarming and persistent issue that has afflicted Orchard Park Apartments, a property managed by TLC Properties. My experiences since moving here in 2021 have been nothing short of harrowing. I have endured an ongoing and unsanitary Phorid fly infestation that poses significant health hazards to tenants like myself.
  
  Phorid flies, a.k.a Coffin flies, thrive in unsanitary conditions, typically breeding in decaying organic matter such as sewage or decomposing rodents. As temperatures rise outdoors, the infestation becomes most prevalent within our apartments, making it increasingly unsettling and hazardous for tenants during warm weather.
  
  What is particularly alarming is that multiple buildings that I know of so far, within the complex, the building where I currently reside, a different building from which I was moved from, and yet another building where a fellow tenant lived before being moved to remedy their problem as well, have all experienced the same Phorid fly issue. This indicates a property-wide unsanitary problem that the management seems to bandaid by relocating tenants from the infested apartments and swiftly filling the vacancies with unsuspecting tenants without adequately addressing the underlying issue.
  
  This approach is extremely unfair and inhumane to unsuspecting tenants who, like me, are subjected to distressing living conditions due to the neglectful handling of this infestation. Such practices are not only unethical but may also constitute a violation of tenants' rights and safety.
  
  Despite my numerous complaints and documented evidence, TLC Properties has demonstrated a dismissive attitude toward the severity of this infestation. Their response of offering a mere $100 concession provides no solace and further validates my belief that they are well aware of their culpability.
  
  I am pleading with the Better Business Bureau, please intervene on behalf of current and future tenants at ******* **** ********** to safeguard their well-being and rights. I ask you to investigate the widespread Phorid fly infestation and management's neglectful practices. The health and safety of the tenants should take precedence with decisive action to address this urgent situation.
  
  I have receipts stemming from 2021 from conducting my own pest control maintenance and treatments that amount to upward of $600 not including out of pocket cost from having to pay for take out or cost for psychological therapy, and many other forms of irrefutable evidence, which substantiate the severity of the infestation and the lack of adequate response from TLC Properties.
  
  In addition to the distressing living conditions caused by the Phorid fly infestation, I am in a dire predicament due to the lack of a safe and suitable living alternative. With no family in the area to stay with, I cannot seek refuge outside of Orchard Park Apartments. Relocating to a hotel is not a viable option, as my remote work setup requires an ergonomic desk arrangement that cannot be easily transported. Moreover, the financial burden of extended hotel stays is not feasible, especially when uncertain about the duration of this ongoing issue and the mere $100 concession offered by Orchard Park Apartments.
  
  The constant presence of the Phorid flies within my living space has rendered basic tasks such as cooking unbearable, as they incessantly contaminate my food. Consequently, I am compelled to order food from outside and attempt to eat in the bathroom to avoid further fly infestation, but unfortunately, there is no room in my apartment where these pests are not present. The flies have even begun to invade my personal space at night, making it necessary for me to wear a full face mask to protect myself from their intrusion. This distressing situation has significantly impacted my mental health, leading to heightened stress, anxiety, and feelings of helplessness where I've had to seek psychological therapy. The persistent fly issue and its impact on my daily life have created an unbearable living environment, adding to the mounting toll on my overall well-being.
  
  I would also like to emphasize that I am an exemplary tenant, consistently paying my full rent amount promptly, even before it's due, without the need for any rental or government assistance. In my professional life, I hold a managerial role, demonstrating a high degree of responsibility and integrity. The treatment I have received from the property management, however, has made me feel like I am being treated as less than, similar to the stereotypes associated with Section 8 housing, which is deeply disturbing and unacceptable for someone who upholds their responsibilities with such diligence and reliability.
  
  I currently have a number maintenance tickets open from which I have had no response so they will most likely retaliate against me since I'm filing complaints with multiple agencies.
  
  I am ready and willing to cooperate fully with any inquiries or investigations conducted by your esteemed office. My hope is that your intervention will bring about meaningful change, ensuring that the residents of ******* **** ********** can live in a safe, healthy, and dignified environment.
  
  Thank you for your time and attention to this matter. I trust that the Better Business Bureau will take the necessary steps to address this pressing issue promptly.
  
  Sincerely,

  

  Business Response

  Date: 07/28/2023

  Good afternoon ******,

  We have read and reviewed your concerns in great detail. I have been advised that the General Manager who oversees the property has been in contact with you recently with some options to help resolve and mitigate the situation. I have passed along your requests for compensation to the General Manager for review. 

  According to notes on the account, accommodation requests have been offered. However, we would like to resolve this matter as quickly as possible. Going forward, communication can be made through the General Manager on this matter as the Customer Service received from the property has been not up to standard. We take our Unbridled Service seriously and I hate to hear that you have felt as though we fell short in this area. This will be addressed with the on-site property staff.

  Sincerely,

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

  Director of Customer Relations

• Initial Complaint

  Date:07/03/2023

  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 am a current tenant at **********************************. I came here to pay my rent before closing time. Property managers always send notice if they close early or if something happens about a week before. Today I did not receive any email regarding early closure and I was not aware of what time the property would be closed. I understand everybody's going on vacation during the holiday. After 2 hours of waiting, there were 2 ladies who came to the office and I handed them my check but they threw my check and they said I still going to pay the late fee because I came late. One girl explained it was an emergency but they could have sent us notice if they close early then it wouldn't happen. It was not only me waiting outside of the office, there were also some guys waited with me.

  

  Business Response

  Date: 07/05/2023

  ********,

  Thank you for bringing this to our attention. I have reviewed your account and it appears that your late fees were removed as of 8:30 am today. The issue with the late fees has been resolved.

  As for the office closing early, the office did close around 4:30 on Monday 07/03/2023 due to an on-site emergency incident that occurred. We understand the frustration and will take notifying the residents of early closure into consideration during emergency situations in the future.

   

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

  Director of Customer Relations

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

  Customer Answer

  Date: 07/05/2023

  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,
  
  Gerelmaa Khwrelbaatar