ComplaintsforBanyan Living, LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 3rd I requested my $100 deposit back after turning down an apartment opening at ****** ******** ********** when I found that I could not afford the required security deposit based on my credit. I spoke with ****** at the front desk who ran my application. She said she would get the finance department on my refund and would email me letter when it was processed. I never heard from her or **** who showed me the apartment. After a total of 12 emails, phone calls, texts, and a personal visit back to the leasing office over two days I finally received an email from ****** stating that the check was processed and being mailed to me. A week went by and nothing came. I checked my Informed Delivery app from USPS and could see nothing has been mailed to me from the company. Several more emails and texts with no response. Finally reached someone in the leasing office who said she would look into and call me back. She never did. Again more texts emails and calls and it wasn’t until I threatened to contact the BBB did I get an email from ****** saying she was working with Finance Department to have it overnighted to the leasing office for me to pick up “early” in the week. As of today I still don’t have my money. Spoke to ****** today after no responses to my email and she said she would have good news for me in two hours. That was four hours ago. She is still not answering phone or email.

  

  Business response

  05/02/2024

  This issue is considered resolved.  Check #*** was issued to Melanie on 4/18/24 (within the 30-day time frame required).  The check appears to have been received and has cleared our bank account.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After having a terrible experience with my apartment once Banyan Living took over, I vacated my apartment on 1/31/2024. I still have yet to receive the security deposit back. I sent my forwarding address to Banyan Living on 12/12/2023, to which a Banyan employee replied acknowledging my forwarding address was in a different city and making unprofessional, snarky comments. The same Banyan employee then reached out to me on 2/19/2024 requesting my forwarding address again, stating they did not have it and if they did not receive it then they would mail my check to my previous address with hopes I had mail forwarding set up (which I do, but it is wholly unnecessary considering they have had my forwarding address for over 2 months at this point). I promptly replied to them with my forwarding address once again. Also, I had received an email on 1/31/2024 from a different employee stating I was at a zero balance and I should expect the paper check within 4 weeks. I reached out to Banyan requesting further information on 2/21/2024 and was told the check was cut on 1/31/2024. I reached out again on 3/11/2024 asking when to expect the check, and have not received any response. I am seeking to have my security deposit returned so I never have to deal with nor think of Banyan Living ever again.

  Customer response

  04/10/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has confirmed that they have received their deposit. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had several issues with getting things fixed in our apartment by management. One example was our upstairs neighbors accidentally flooded our apartment and we were left to clean our apartment ourselves with water flooding our kitchen and bathroom. Our latest issue is that our microwave has broken. We filed a work order 2 weeks ago and our microwave has yet to be replaced. When we call we are told “it has to be ordered.” This is a daily necessity for me as I work 2 jobs. I stop by home and eat to turn around and drive to my next job. I’ve not been able to do this due to not having an easy way to heat up my food quickly. When I asked for a replacement to use in the meantime they said that they are not required to provide one even though our lease says otherwise.

  Customer response

  04/01/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I am currently in a different time zone so finding a convenient time to call may be hard. 48 hours after the complaint we had a new microwave installed! Thank you for reaching out!
  

  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been living at royal oaks for going on 4 years and this will be my last. It’s been issue after issue with this place after the first year living here. The leasing office workers and maintenance workers literally change every other month so you file a complaint with them and it’s useless cause next month somebody else will be working there with no idea of what you already discussed. There was a hot water tank that rotted and water SPILLED through our ceiling and even through our electrical and we were told it was ok took about 6 months for anyone to come “repair” our ceiling and all they did was paint it and within a month the crack and water damage was right back and is still currently there. And this past November my garage was accessed and my items were stolen and the only people other than myself with access is maintenance which I called the leasing office and was told if I didn’t have them on camera it’s not their problem i asked the manager ********* to speak with corporate and was told corporate doesn’t speak with residents but in bad ****** review she told another resident she would get him in contact with corporate but anyways I found corporates number and left countless voicemails since November it’s about to be February and I have yet to hear back from a single person about my stolen items. I literally told the office I don’t even wanna press charges I just want my items back and we forget it happened but because it’s not on camera they won’t give me the time of day. Our ENTIRE local police department even wholeheartedly agrees that they think it was maintenance and informed me of all the maintenance workers they’ve arrested here for similar crimes. Terrible company to rent from and terrible complex to live at. But the city itself is beautiful just needs to get slumlords out of it.

  

  Business response

  02/29/2024

  We sincerely apologize for the delayed response to your concerns. We recently underwent a server and network update in late 2023, which inadvertently filtered some communications, including your complaint, into our spam folder. We deeply regret any inconvenience this may have caused.
  First and foremost, we want to express our appreciation for your four years of residency at Royal Oaks. Your feedback is invaluable to us, and we are genuinely sorry to learn that your experience has not met your expectations. We have carefully reviewed your complaint and would like to address each of your concerns in detail.
  Regarding the turnover of staff, while there may have been instances of transition in the past, we assure you that we have a dedicated team at our community, which has remained consistent for some time. However, we acknowledge any previous inconvenience caused by changes in personnel.
  Additionally, I am sorry that calls to our corporate office were not responded to in a reasonable amount of time. I assure you that we will investigate this further to ensure that calls and voicemails are being forwarded appropriately.  We will address any discrepancies in our call handling systems accordingly to ensure that we are positioned to respond promptly in the future.

  
  We are truly sorry for the inconvenience caused by the water tank leak in your neighboring unit, resulting in damage to your ceiling. Our records indicate that the necessary repairs were completed, including dry out, surface mudding, and repainting. In review of your suites service request history we do not see any further requests for repair. We apologize if the repair did not meet your expectations, and we encourage you to reach out to our leasing office or utilize the resident portal for any further maintenance issues. Please note it is highly recommended that you utilize the resident portal for service request so that you have assurance that the request is on file and in queue for repair.

  
  We understand your frustration regarding the missing items from your garage. However, as outlined in Section 22 of the Additional Rules & Regulations of the Lease Agreement signed on 9/24/2023, the garage space is designated solely for vehicle storage, and we explicitly state that we assume no liability for losses caused by theft, fire, vandalism, or negligence. While we sympathize with your situation, management cannot be held responsible for personal items stored in violation of the lease agreement.
  We have thoroughly investigated your claim and have not found any evidence implicating our staff in the incident. We are committed to cooperating with law enforcement and reviewing any additional evidence provided. Please understand that our policy remains consistent with the terms of the lease agreement, and we cannot assume responsibility for lost or stolen items in the garage.

  
  Once again, we apologize for any inconvenience or frustration you have experienced. We genuinely value your residency and hope to address any remaining concerns to ensure your continued satisfaction with our community. Please feel free to contact us directly to discuss any further issues or questions you may have.

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  

   

  So after 4 months they finally reached out ONLY because I contacted the BBB you are not going to tell me you had technical difficulties for 4 months that just so happened to be resolved right after I contacted the BBB. Secondly when there is water damage to drywall you don’t mud and paint it you REPLACE the drywall because moist drywall will begin to mold which I guarantee is happening with ours because the water spots that they just came and painted all are back yellow again because the issue was not PROPERLY fixed it was given the “landlord special” and covered with paint. So no I’m not satisfied with my supposed to be luxury one bedroom apartment that I’m paying 1,200+ a month for to just be painted to cover up an issue that again is most likely already molding on the other side. The hours that maintenance works is the hours I myself work and I do not feel comfortable with them accessing my apartment when I’m not home because you will not convince me that they weren’t the ones who already accessed my garage and removed my items. The only people who can possibly get into my garage is me and maintenance. And what thief breaks in steals a few items but straighten ups and sorts everything into neat piles before they leave? And isn’t it quite a coincidence that my garage was accessed and items were removed but magically wasn’t touched again since I reported it? Sure is a lot of weird coincidences happening in this whole situation. Attached to this reply is a copy of the police report. The officer stated there was a camera and from the way he worded it it sounds like the incident is on camera I’m currently trying to get in touch with said officer to confirm but corporate tried to shut it down and say it isn’t on camera but they didn’t speak with the officer at any time. I went to the address of the person who has the camera but the person who was staying at that apartment during the time of the incident no longer resides there. I asked corporate if they spoke to the current resident or the previous they could not confirm who they spoke to because it was a separate worker who contacted them but I would think you would’ve at the very least gotten there name? But corporate told me once I get in touch with the officer if he can confirm it was on video then the whole situation will change and they will make things right but at this time they believe their workers didn’t play a role in this but cannot give me any kind of excuse or reasoning as to HOW my garage would’ve been accessed without a garage key. So at this time we are at a stand still until I can get in contact with the officer who I already left a voicemail for and just waiting on a call back. 
  
  
  
   

  

  Business response

  03/11/2024

  Thank you for your ongoing communication regarding the incident involving items allegedly stolen from your garage.

  As outlined in our initial response and reiterated in the lease agreement, garages on our premises are designated exclusively for vehicle storage. While we sympathize with any inconvenience experienced, it is essential to note that our management and staff cannot be held liable for personal items stored in contravention of this policy.

  Upon careful examination of the information you have supplied, we find no further detail or evidence implicating any member of our team in the reported incident. Rest assured, we take such matters seriously and will continue to cooperate with local authorities should any undeniable proof emerge linking our staff to the alleged wrongdoing.

  In light of the foregoing, we consider this matter closed.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I never received my security deposit back after receiving a letter on the amount I was going to receive. My move out date was August 31st 2023. Called several times left messages but no one returns your call.

  Customer response

  11/20/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******. Yes I received my security deposit. Thank you!

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I AM BEYOND LIVID. I CURRENTLY AM A RESIDENT AT ***** ***** *********S WHICH I REGRET!!!! I HAVE CONTACTED PROPERTY MANAGEMENT ABOUT A RESIDENT THROWING TRASH ALL OVER THERE BALCONY, WHICH IN TURN RACOONS ARE GETTING INTO ON TOP OF THROWING KITTY LITTER; TO THE FACT THAT NO WARNINGS OR EVEN AN OUNCE OF SAYING ANYTHING TO THE RESIDENT IS DONE! THIS IS BEYOND ABUSRD! THE BELOW EMAIL IS RIDICULOUS! I CANNOT BELIEVE YOU ALL SENT ME THIS. IF I GO TO MY LEASE AGREEMENT, IT CLEARLY SAYS WHAT IS ALLOWED ON THE BALCONY. SO WHY ARE THINGS IN YOUR LEASE; YET YOU SUBJECT YOUR OTHER TENANTS TO DEAL AND LIVE AROUND FILTH? SO YOU CREATE LEASE AGREEMENTS AND DON'T FOLLOW THEM? I AM VERY MUCH CONFUSED! AT THIS POINT, YOU ALL ARE NOT TRYING TO RECTIFY THE SITUATION BUT CONTINUE TO BEAT AROUND THE BUSH AND ALLOW THIS HORRIFYING TRASH ISSUE. YOU SUBJECT ALL RESIDENTS TO POSSIBLE ISSUES WITH BUG INFESTATION!!!! I WANT SOMEONE TO CONTACT ME! THIS IS PURE DISGUST! DON'T EVEN GET ME STARTED ON THE FACT THAT I PAY FOR A GARAGE YET HAVE TO WALK OVER 'POOP DROPPINGS DAILY' INSIDE THE GARAGE!!! PLUS STUFF FALLING DIRTYING MY SUV; IN THE GARAGE! THIS IS BY NO MEANS 'LUXURY LIVING'. WHY IN THE WORLD WOULD YOU CONTINUE TO REMOVE THE TRASH YET DON'T ADDRESS THE ISSUE WITH THE TENANT? I'M DISAPPOINTED! IT IS NOT GOOD CUSTOMER SERVICE! I PAY FOR A LUXURY LIVING YET INSTEAD FEELS AS IF I AM SURROUNDED BY GARAGE! -------- Whitney, I am sorry you are subject to this, however, please understand that what we are currently doing by removing it and billing them is legally the only thing we can do. While I wish you did not have to deal with this, we have been responsive to your request and will continue to do so. If you should have a pest control issue, we would be responsive to that as well. If you feel that we have failed at this, you are welcome to contact Banyan Living at ************* The regional supervisor is ******* *********

  

  Business response

  07/06/2023

  I am writing to address the recent complaint filed with the Better Business Bureau regarding the issue of a resident throwing trash and kitty litter onto their balcony, which has led to concerns about potential pest infestation. I understand the frustration and would like to assure you that we take your concerns seriously.
  
  Firstly, I apologize for any inconvenience or distress this situation has caused you. Please be aware that we have been in contact with the resident in question regarding their behavior. While we cannot disclose specific details of our conversations and communications with them, I want to assure you that we have taken appropriate actions to address the issue and have advised the resident that these actions must cease immediately.
  
  Regarding your reference to the lease agreement, I assure you that we take our responsibilities seriously when it comes to enforcing the terms outlined within it. We understand the importance of maintaining a clean and pleasant living environment for all residents. Please know, we are actively working to rectify the situation and ensure that our lease agreements are adhered to consistently by all residents.
  
  I apologize for any misunderstanding or miscommunication that may have occurred in our previous email. We genuinely want to resolve this matter and provide you with the living experience you deserve. Our team worked diligently and immediately to remove the trash and bill the resident accordingly. If you continue to experience any issues, whether related to the trash concern or any other matter, I encourage you to reach out to the leasing office directly. Our on-site team is here to address your concerns promptly and take appropriate action to resolve them.

  Furthermore, if you witness any further occurrences or believe that the situation has not been adequately resolved, please do not hesitate to contact our corporate office. You can reach us by emailing [email protected] or by calling ************* Once again, I apologize for the inconvenience and frustration you have experienced. We value your residency and want to ensure that your living environment meets the standards you expect. We appreciate your patience and cooperation as we work towards resolving this matter promptly.

  Thank you for bringing this issue to our attention, and we remain committed to providing you with the highest level of customer service and a comfortable living experience at ***** ***** *********s.
  

  Sincerely, 
  

  ***** ** *****
  Vice President, Operations
  Banyan Living, LLC

  Customer response

  07/06/2023

  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. I appreciate you reaching out to me and being extremely helpful in this situation. This is all I wanted was it to at least be addressed.
  
  Regards,
  
  ******* ********
  
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Banyan living, Royal Oaks Apartments they have been horrible to deal with. We rented from Aug 2020 to Feb 2022 for are son who went to school. It stared in June 2022 are son went to rent a different apartment in a different state and Banyan living sent me my paper work that everything was payed and got are deposit back but when are son went to get a different place they said I owed money turned out to be 22.00 payed that he got his apartment. Now 14 months later I see on my credit report that they are saying I owe 1439.00 and we are late on rent for March, April, May of 2022 we moved out in Feb of 2022. Don’t rent from them, the State of Ohio should have a investigation about this company and their dealings.

  

  Business response

  05/11/2023

  After review of this account and communicating with our credit reporting service it was determined that there was negative activity reported on the complainant's credit report in October of 2022. The complainant filed a dispute with the credit reporting servicer on April 24th, 2023. The credit servicer removed all erroneously reported negative activity within 24-hours of receipt of the request. The FCRA requires that data furnishers have 30-Days to review and respond to credit report disputes.  In this case they responded within one day. The complainant should have seen their credit report update within 48-hours of the correction made on April 24, 2023.  Should the complainant still not see correction to their credit report it is suggested that they reach out to the credit reporting service to dispute further or contact our office directly to assist. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into lease at ****** **** ***** ***** ** on 3/23/21, extended through 1/23/2023. At onset of the lease, $500 security deposit was paid. I moved out on 1/23/23, per lease. On 2/7/23 I received move- out invoice attached with balance owing $101.45 resulting from charges of $540.38 for "carpet replacement due to staining". I disputed charges & requested pictures through emails to ****** ****** ****** **** **** (Banyan Living) Community Coordinator. Dispute: Master bedroom as shown has portions of the carpet illuminated from the closet light and remaining portion shadowed (not stains), small normal- wear blemish only. No large stains in master bedroom whatsoever. (Rm 2 reddish stains, not disputed.) Neither room was vaccumed or cleaned to better clarify or attempt to remove stains, portraying accurately and fairly, prior to being billed for "total replacement". It's common knowledge that carpet has a nap, and depending on which way the grain is altered , it can appear lighter or darker randomly due to nap direction (deemed as "staining") Those basic attempts should have been made before charging me for "total carpet replacement" in both rooms. When inquiring why a "total replacement" charge even before shampoo attempts and acknowledgement of nap direction, ****** immediately responded that the red stains “are unable to come up”. I then requested images after shampooing, none were provided. I asked for receipt of proof of purchase price for rm 2 in order to negotiate replacement cost, was not provided. I'm being unfairly charged for carpet replacement in bedroom 1, have no problem negotiating the replacement cost for bedroom 2 with proof of original purchase amount. Subsequently, at least a portion of my security deposit is being unfairly withheld (***********). I am seeking resolution due to the unreasonable assessment and charges, uncooperative nature in resolving, and lack of response to my formal complaint of 2/17/2023.

  

  Business response

  04/03/2023

  We appreciate the time and effort given to inform us of your dissatisfaction regarding the charges for carpet replacement in your apartment. After conducting a thorough review of your file, including the move-out inspection and photos, we regret to inform you that we cannot amend the charges for carpet replacement.
  
  Unfortunately the carpet in both bedroom 1 and 2 must be replaced simultaneously as the original carpet color installed in 2021 is discontinued and no longer available. In order to maintain continuity between the bedrooms, both carpets must be replaced. We understand that this may be an inconvenience for you, but it is necessary to ensure the overall quality of the aesthetic within apartment.

  
  We have provided the billing for the replacement of both bedrooms and we would like to point out that the charges placed on your account reflect a prorated amount based on the age of the original carpet. We believe that this is a fair and reasonable approach to ensure that you are not charged for the full cost of the replacement.

  
  We apologize for any inconvenience this may have caused you, and we appreciate your understanding in this matter.  We thank you for your residency and wish you all the best in your future endeavors. 
  
  Sincerely, 

   

  HIDDEN LAKE APARTMENTS

   

  ***** ** *****
  Vice President, Operations
  ****** ******* ***

  Customer response

  04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  'Banyan Living, you stated that your prorated charge for the carpet was "fair". Yes, It is customary that all consumer products have a depreciation value and the depreciated value would be a more accurate value.  However, by charging me for replacement of the second room that absolutely did not have wear and tear in excess of reasonable  wear and tear ( one small blemish that may or may not have been removed with cleaning) is unfair. I am not responsible to maintain the "continuity" of your unit. I'm responsible for prorated costs related to damage in excess of reasonable wear and tear. In that regard, I do not feel it's fair business practice to charge me the additional room charges, prorated or not,  for the purpose of maintaining "continuity". However, I am  wiling to pay only a portion of the prorated amount of the second room, and feel it is fair that your charge of $540.38  be discounted  by $101.45. By me absorbing some of the cost of the second room replacement,  I feel that is more than fair. 
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********
  
  
  
  
   

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a banyan living property in North Royalton Ohio. I have had numerous issues with this company since they’ve taken over this property. There were 2 instances where they rejected my online rent payments; and they weren’t “rejected” back to my account. So they told me they never received them and charged my 2 months rent 1 year later to make up for their “lost payments.” They said I never paid them and after numerous bank statements submitted on my end to prove I paid, they didn’t own up to what they did. There has been a bug infestation in the sink drain that they have failed to attend to correctly. I had to hire an outside company to take care of the problem myself, out of my pocket. There is black mold growing in 2 bedrooms due to rain coming in from outside. I notified them, they told me and company needed to come in to evaluate and it’s been 3 months since then and no one has been back since. They continuously turn the water off during the day to “fix the pipes.” In the last couple months, they have not given any notice for that. One morning they turned it off, and sent an email that morning and worded the email, “good evening, this serves as your 24 hour notice” to make it seem it was sent the day before, I’m assuming they don’t know emails are time stamped. These are just a couple of the issues I’ve had. I can detail more if needed. This isn’t an investment property; this is a luxury apartment/townhome complex in an expensive suburb in northeast Ohio. I lived on the property before this management company took over and it was never like this.

  

  Business response

  10/04/2022

  Thank you for reaching out.  We appreciate the time it takes to share feedback.

  
  We took some time to dig into the issues presented and are eager to address any outstanding items.  Sadly there have been several underground pipe leaks within and leading into the community.  We have been working alongside the city to make repairs as quickly as possible when they are identified.  We do try to notify the residents as early as possible however there are times issues arise and we are reacting in real time.  There was an incident we traced to user error with the email notification was scheduled AM instead of PM, we apologize for that oversight and have properly trained the team for future notification needs.

  
  Regarding the payment history, I have attached the ledger and we do not see where any additional payments are made.  For security reasons our team  does not have access to enter or process payments from the resident portal.  Any payments entered are completed on the resident's side.  If there are data entry issues we are unable to assist in order to protect the resident's banking information.  The ledger reflects all payments received.

  
  Lastly, we checked all work orders for this resident and we weren't able to find any reports of mold or water intrusion.  We would ask that the resident please call the office and speak with the Property Manager to schedule a walk-thru to inspect damage and schedule immediate repairs with the necessary vendors.

  
  Thank you, 
  ***** *****
  Banyan Living Ohio, LLC

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have lived in this apartment community for 2 1/2 years. I am a very active woman who walks my dog a lot and I have met many residents over the years that have vented to me about the front staff being so rude and sassy to them any time they would call in for a question or concern. I as well have experienced that with the front staff. Recently, I got a new ESA dog and the front staff forced upon nearly $1000 worth of charges to my account knowing that I don’t have a fee due to my medical diagnostic. I had to explain to them and they said that they would refund it if I got a new letter from my doctor which I moved into this apartment with a letter therefore, having me get a new letter created much more of a hassle and stress for me. They then refunded my charges but the office lady that made them an issue without giving me a courtesy call before she was going to add the charges upon has a chip on her shoulder towards me now. She literally cannot communicate with me without having a nasty attitude like she does many of the other residents. I don’t think a woman like her should be in a customer service position open to the public and good paying residents of the community. We are hard workers and pay to live in this luxury living and the woman in the front office is just impossible to deal with and treats us like we are living in a correctional facility as prisoners. I have lived in fancy apartment complexes before and I’ve never had a problem with the staff exhibiting friendly treatment. When I told the property manager about how this particular leasing officer was making me feel, he said well I am not allowed to come into the office and pass by her. With this rule in place, and me not being able to go into the office if she is there to avoid any awkward friction, I can no longer get my complementary coffee or snacks or use the copy machine which I always take advantage of since I pay very good money to live here. ?? sad

  

  Business response

  04/28/2022

  Thank you for reaching out.  Unfortunately there have been countless verbal altercations and assaults with this particular resident between both current and past team members dating back multiple years.  On advise of legal counsel she has been asked not to return to the office.  As Ms. ****** stated in her complaint treats and coffee are complimentary and not paid for by the residents and/or guests.  Suite rent is for leased space only and the leasing office is not part of the leased space therefore no discount will be applied or offered.

   

  For reference the attached notice was delivered to Ms. ****** and the local Police Department in order to protect the safety of our team members.

   

  Thank you, 

  ***** ****** Senior Vice President

  Banyan Living Ohio, LLC

  Customer response

  04/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I have never assaulted an employee of this complex. I am a friendly outgoing person that is naturally loud due to my personal nature and very talkative. I have lived in apartments for over 20 years and I have never experienced any leasing office staff be so unreasonable. DUE to fair housing laws and that all residents should be treated equally, I believe that I should be able to go into the leasing office at my own convenience whether I would like to get a cup of coffee or a treat or use the copy machine or the fax machine which is an amenity that is advertised in this luxury living complex. I would also like to be able to access the pool area, the grill area, the exercise room from the front entrance as well. If all the other residents in this community are allowed to access the front entrance to carry-on as they please then I should be able to as well. If I cannot, I require a discount on my rent. This is against fair housing rules and I have seeked out legal advice myself.  It is an absolute lie that I have assaulted anyone. I have spoke to Lieutenant Morales from Westlake police Department and he said that our issues are opinions and disagreements from that matter OOf different views and our issues are civilRelated. He said that he felt sorry for me that I have to pay rent to people that are causing me problems l related. He said that he felt sorry for me that I have to pay rent to people that are causing me problems like this and treating me so badly. I have done nothing illegal. I am sorry that the front office cannot accept that I don’t agree with how they speak to their employees and they are taking it as if I’m assaulting them. They are really stretching the truth there is I would never hurt a fly and I have never been in trouble with the law in my life other than a possible traffic ticket. I am a hard-working professional that has lived in Westlake Ohio for nearly 20 years and I refuse to let them Demise my character in such ways. I am prepared to press charges for defamation of character at this point. I am allowed to have my opinion and I do not feel that a business should be allowed to treat a resident like myself in this way. I pay a lot of money to live here and I feel like I’m living under slumlord conditions.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  Nicole ******
  
  
  
  
   

*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. ↩