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:02/14/2024

  Type:Customer Service 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’ve been a resident for more than 13 years and have lived trough 3 different management changes at the property. The latest one is by far the worst at communicating, or addressing residents issues.
  After my moving out (walk-trough inspection was denied to me by management) without any notice or an attempt to contact me, I am receiving a collection notice for no apparent reason.
  I had reached out to the office management to try and get more information on the bill and resolve the issue, but didn’t receive any response from them. They claim, late “move out” notice, for which I gave prove it was sent in writing well in advance.
  They also claim a charge for the blinds in the unit, which goes to collections without any communication with me. There was no move-out check list provided (I asked for one, but there wasn’t any response from the office team) and no inspection walk-trough was conducted (I called and emailed few times asking one to be scheduled. Finally, on the day when I was moving out, the manager refused to have a walkthrough with me, stating: ‘she is closing the office and leaving early. She wasn’t even supposed to be there that day’).
  The collection agency without much intention to communicate with me, reports the case to the credit agencies and I am suffering a significant drop of my credit score. Their first and last attempt to contact me was on December 20, when I immediately returned the phone call and learn what is the case all about. This is when I, for the first time learned about a “balance” I have with the property I had just moved out from. The lack of professionalism of the apartment community as well as the collection agency is hurting me. There is no attempt to communicate any of this with me and I am left to pay for something I am not agreeing. On top of that, my credit score is ruined.

  Business Response

  Date: 02/16/2024

  Hello, please see attached Move Out Statement for ********** *********. We are only asking that the past tenant pay her balance from the blinds that were damaged upon her move out. We are not required to perform any walk throughs with tenants but ask that they document their unit for their own records. From the photo below, it appears that the tenant damaged the blinds, and we are recouping those cost, including the two days, as tenant failed to provide us with a written notice to vacate. We have also attached the certified letter we attempted to provide to her, but she did not provide a proper forwarding address. 

  Customer Answer

  Date: 03/04/2024

  
  '********** *********' via Dispute Resolution - Shared Inbox <[email protected]>
  Wed, Feb 28, 6:59 PM (5 days ago)
  to disputeresolution
  
  Hello, 
  
  I read the response from the property management and here is my concern: 
  
  • The blinds were at least 14 years old. I lived in the apartment for 14 years and they were never changed. That being said, I do not know the life expectancy of the plastic blinds, but one would assume it’s not forever. Considering the blinds are one of the items used daily (opening & closing) during 13 years of usage, normal wear and tear is expected to be visible. Should the property management provided me with a check list of requirements for moving out, I would have addressed this issue with them directly. I would have even been happy to buy and install new ones should they had provided me with blinds’ measurements and specifications. 
  
  • They state a certified letter was sent to me with a balance statement for the damages, but I haven’t provided a forwarding address. - A forwarding address was never requested from me. They could have called me or emailed me with either the statement or to request an address. There was NO COMMUNICATION from them at all. As a natter of fact, I did set up a forwarding mail service with the USPS (please see a screenshot of the proof of a forwarding mail service requested) A Certified letter wasn’t delivered to me. 
  
  • I am deeply concerned that the move-in DEPOSIT paid isn’t listed on the statement or used forward the damages. Was this forgotten or is there another explanation why is the move-in deposit on my account not being listed anywhere? 
  
  
  
  • 2 day late notice- It is not true and I had a proof in writing. 2 emails were sent to them, without any response back. I had called multiple times in order to make sure they actually received my move-out notice, which was sent well in advance. 
  
  Please let me know if any more proof than this is needed. 
  
  Thank you, 
  ********** *********
  ###-###-####

• Initial Complaint

  Date:02/09/2024

  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.

  My car been towing last night don’t know the reason I been living here for almost 3 years I had the sticker and is registered since day one beside they charge higest prices on renewed contracts apartments are full of mold it was a shutting couple weeks ago they charge for valley trash is not even pick i been send the information for my rental insurance they keep denied them and Trying to charge me for not having insurance
  Unfortunately I can’t move to a different place because if money issues but is insane they town my truck for no reason hopefully I get the help and answer
  Not just me the all Spanish community we live here
  And I lost a day of work because of this also my son to er dice the same car

  Business Response

  Date: 02/16/2024

  Hello, In regard to the vehicle being towed, resident parked in a non-parking space and halfway into another parking space. How the resident parked their vehicle restricted from anyone with a disability to properly use the easement of the sidewalk to enter their unit. Residents have been informed via e-mail communication many times of our new parking rules and have signed a parking agreement that indicate the rules. Communication was sent out on 1/10/24, 1/19/24 and again on 2/9/24. Pictures were provided by the tow company prior to remove the illegally parked vehicle from the property. We do charge residents a monthly $27 trash fee for Valet Trash pick-up 5 days a week. If the company is not picking up trash, then it is the resident's responsibility to report that to the office so that we can correct any issues between the vendor and/or the tenant. Reviewing notes, no mention of non-trash pick-up has been reported. I have also reviewed the tenants work order history and no mention of any organic growth has been mentioned. Tenants should report any issues or concerns through the resident portal or contact the office by e-mail, phone or by stopping in during office hours. For the insurance requirement, tenant did not follow instructions to correct the 'Additional Interest/Party' as previously communicated to the property. Insurance documents were uploaded by the tenant three times and were denied with the reason of denial, that was e-mailed to the tenant with explanation. The tenant finally complied, and their insurance was accepted. However, we have removed the charges of $32.00 from their account in good faith since their actual insurance coverage never lapsed. 

• Initial Complaint

  Date:12/01/2022

  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 lived in Brookview Apartments years ago I was told I owed money 200.00 and some odd dollars. They ended up putting that on my credit account and National Credit Systems took it over account#******* $191.50. Well not even 2 days ago another account 4913479 was put on my credit report that is not mine account total of $159.60 that I do not owe. I have a remaining balance on my account ******* of $191.50 I have made 2 payments on 45.95 on May 10th 2022 and $45.95 on June 2nd 2022. I think they have let someone use my name to live in that apartment of *** ********* ***** after I left. Or they are just adding money to my credit report for someone else you can the accounts don't match. I have been gone from Brookview Apartments October 26th of 2020 I am going my third year where I live now. I can't get no resolution from no one. And I am making a police report as well. You can clearly see my account is a different account number.

  Customer Answer

  Date: 12/05/2022

  **** ****** <**********[email protected]>
  Attachments
  7:26 AM (7 hours ago)
  to disputeresolution
  
  
  This is the amount I first owed to the rental property, then I talked to ***** in Florida she runs the apartment place and she agreed to less I have already paid 2 payments of 45.00 I have everything from them this is a very unprofessional company and they try and get you almost 3 years later for someone else’s bill I would never rent from them again.Sent from my iPhone