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:06/19/2024

  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 moved in on June 10th 2023 and lived in my apartment for 2 months on August 24th 2023 is when stuff began to happen, my toilet started to leak because of other people putting baby wipes, tampons, and whatever else in the toilets and since then it has happend numerous amount of times. My bedroom wall started to leak not long after that and it took them a very long time to fix it and after that mold has began to form on the floor in my bedroom, I have told them about that issue and about the mold behind my stove and they still havent came to fix any of it. I recently had to spend a week in the hospital bc of the conditions and have been on antibiotics since I have came home. I just called the apartment number to tell them that my toilet was leaking again and my bathtub was backing up and they proceeded to reply with a message saying it wasnt an emergency and they they will come next business day.

  Customer Answer

  Date: 07/08/2024

  I was just wanting to know what is going on with my dispute because it seems like the business isnt responding and is never going to. 

• Initial Complaint

  Date:05/18/2023

  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.

  This apartment complex, charged me wrongfully. l lived in black mold coming from my ceiling and roaches while I was pregnant, which they refused to resolve. I had a rock thrown through my window while I was pregnant and the complex said it was my fault and rejected to fix the window. These circumstances forced me to leave the complex for the safety of me and the my future daughter. The complex charged me over $3k for only one month of staying there, which I could not afford, since my rent was only $810 at the time. I paid the rent the whole time I lived there, up until the last month when they tried charging me $3k plus, which is a 300% plus increase in my rental agreement. The complex refused to resolve the issues in the payment and I couldn’t afford to pay $3k for the last month of rent. They put many added charges on my end of lease, like the pet fee, and I didn’t have any animals within the apartment. They refused to give back my security deposit. The actual bill should’ve only been the last month of rent which was $810, not over $3k in charges that weren’t added rightfully. I tried speaking with the complex manager but they had nothing to say. This is causing me and my daughter to not be able to get an apartment, because they have affected my Fabco score and compexes won’t take me.

  Business Response

  Date: 05/22/2023

  Thank you for reaching out.  Ms. ****** and Mr. ****** were residents with us from 2.21.2020 to 9.22.2021.  The account went through the eviction process starting when they failed to pay August rent and we filed for eviction on 8.16.2021.  As rent was never received and we did not receive possession back of the home until 9.22.2021 the rental charges and utility charges are correct.  The final account balance as shown in the attached ledger and move out statement show that they were charged for rent, utilities, and damages in the home.  The household was not charged for the repairs to the window nor were they charged continuing liability through the terms of the lease agreement which could have added an additional 60 days of rent.  The residents returned possession of the home to us on 9.22.21 as shown in the AJE agreement attached.   

  
  It is also important to note that this was also taken to small claims court by Mr. ****** in which the case was dismissed with prejudice on 9.9.22 per the Judge that oversaw the case.  At this time, the account has been placed in collections with ****** ******** as the residents failed to pay rent in accordance with the lease agreement.  While we understand Ms. ******** frustration, the account balance is accurate and we are unable to remove any of the charges associated with us. Should you require any further information we are happy to assist you with mediating this situation.

   

• Initial Complaint

  Date:04/10/2023

  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 only lived in the unit since mar. 15. from the beginning, it took them 2ish weeks to do the initial work requested upon move in when i was told it would be done in a few days. it took until april 4th to receive my mailbox key when i was told twice it would only take a few days. i found out there was a mouse in my unit on april 4th. they never put an official work order for that but told me pest control would come in 2 days. when pest control came on thursday the 13th they only put bait boxes. no looking for holes, no nothing. i seen the mouse again thursday night so i had to go back to the office friday the 14th and complain again, then after the second complaint the official work order was put in and i was told to wait again until monday the 10th. also on friday the 14th, the usual protocol with the maintenance wasn’t followed, someone was in my unit but i wasn’t given any notice like usual. at this point, i haven’t slept in my apartment since last monday. i’ve given this company a total of $1,257, haven’t even been here 30 days and are having all these issues. there is always yelling and arguing outside with other residents, police around a lot. this is just an uncomfortable place to live and the rental office being nonchalant about these issues that were issues before i signed my lease is making it even more of an uncomfortable situation. i pay my money like everyone else and my issues should be resolved as such.
  
  the pictures uploaded are how i knew someone was in my unit friday the 14th. i do not have a key to that closet. also uploaded is what it looks like when a work order is being addressed. i didn’t get any of the other messages about the work order places on friday so again, why was anyone in my apartment?

  Business Response

  Date: 04/11/2023

  Thank you for reaching out.  We are sorry to hear about Ms. ******* issue.  From our records, Ms. ***** moved in on March 15th.  We do show that there were 3 work orders placed on her account.  All of which were completed.  Around April 3rd, we were advised that Ms. ***** had witnessed a rodent in her home.  As we have pest control servives through Environmental Pest Management that are out weekly, the onsite team had her added to the next availble date for pest control (4/6).  EPM was in the home on 4/6 and proceeded to paid and place RTU traps under the sink.  On 4/7 Ms. ***** came to the office and spoke with the staff.  She wanted us to fix the situation immediately.  We explaied that unfortunately we are unable to immediately rectify the situation. That we would have maintenance out to seal any holes and we would request EPM to come out an place additional measures to help rectify the situation. Maintenance was out on 4/7 and filled any holes that they found.  We had EPM out again on 4/10 in which they used baits and traps to help address the issue.  On Monday, 4/10, Ms. ***** was unhappy that we had entered the home to address her issues.

  While we understand that this is a very troubling situation for Ms. *****, we are addressing the issue.  Mice as well as other unwanted pests, can be found in all apartments and homes.  We have taken every step that we can to remove the mouse from her home as quickly as possible but we cannot force the mouse into the trap or to eat the bait.  As Ms. ***** has explained she does not feel comfortable in the home, we do sympathise with this situation but we are not able to offer a concession on this as the team is working on resolving the issue.  

  We have EPM scheduled to return to the unit on Thusday 4/20 to check on the traps and replace any needed bait that may occur.  At this time, we have to wait for the mouse to either eat the bait or get captured in a trap.  We are sorry that we cannot offer a credit for this but we will make sure that the issue is resolved as quickly as possible.  

  Customer Answer

  Date: 04/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19917874
  
  
  
  I am rejecting this response because: 

  firstly, there were no traps set in my apartment, only bait boxes so that’s false. what is the reason as a company they’re unable to provide a credit on my account? it is not normal to have rodents in your brand new apartment. do they not look for signs of these these things (holes, droppings)? or is this a known issue that they’re trying to push under the rug and make money off of anyways? either way this issue has caused me literal psychological distress in my everyday life, which i can and will get my mental health therapist to contest to with a written note if necessary. they can’t make the rodent eat the bait, that is true but everyday it’s not caught, im not sleeping in a unit i paid $722 for rent in. so something has to give. they can even move me to another unit but this isn’t working.

  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 04/12/2023

  While we do understand the frustration of the resident.  The exterminator placed both bait and glue traps.  The resident has acknowledge in person that there were glue traps placed in the home and did not know that bait had been present so we had additional bait placed.  When she moved in on the 15th, there was not an issue with any rodents nor had we been advised of any issue.  We track our unit history and the last service was conducted in February and there was no signs of any bugs or rodents in the home.  As we treat the units quarterly and will treat at a residents request the next scheduled service would have been for the next quarter.

  Again, we understand her frustration however the site team has done everything that they can to resolve the issue and addressed it timely.  As this is not something that is causing the home to be unhabitable nor is this an issue that is at the fault or failure of the onsite team, we are unable to offer any rent credit.  We will continue to work with the exterminator to address the issue but we are not able to speed up the process as it is not in our control to trap the mouse any quicker.  We apologize for the inconveince but we are only able to address the issue.