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:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease 10/3/2024 at Terminal 21 in **********, **********************I broke the lease 2 days later, having stayed there for 2 nights/days. After signing the lease, I learned that the passenger elevators for the 10 story building have been completely out of service for over 3 months. That was never disclosed. I would never have asked about elevators no more than asking if toilets flush or if there is running water.The only elevator available to all residents is one service elevator that goes down on occasion from questioning several residents. I am 72 7/o with HIV....and could not risk a situation of elevators out of service. Understanding that this is a long shot, is it possible that any portion of the $6805.48 could be released back to me? If not, I understand. Also, the front office individuals were lovely. Thank you. *** ******.

  Business Response

  Date: 07/31/2025

  Thank you for providing us with the opportunity to respond to the complaint submitted by Mr. ********* ****** regarding his brief tenancy at Terminal 21 in ***********
  
  Mr. ****** signed a lease beginning October 4, 2024, through August 4, 2025, and took possession of the apartment on the lease start date. He subsequently vacated the unit on October 7, 2024. The signed and dated lease agreement clearly outlines the terms and conditions for early termination. In this case, the lease break fee structure is defined within the Lease Contract Buyout Agreement, which Mr. ****** also executed.
  
  Prior to lease execution, Mr. ****** visited the property on multiple occasions, including on September 9, 2024, and October 1, 2024. During each visit, the scheduled elevator maintenance was clearly underway and visible, as two of the three elevators were out of service. One elevator remained operational throughout, ensuring continued access to all residential floors. This maintenance was communicated during the leasing process.
  
  Additionally, this complaint was filed approximately eight months after Mr. ****** vacated the apartment homewell after the time that such matters are typically addressed.
  
  We understand Mr. ******* personal concerns and regret any inconvenience he may have experienced. That said, the terms of the lease and executed buyout agreement remain in effect. While a refund is not contractually warranted, we appreciate his courteous remarks about our staff and are happy to speak with him directly should he wish to further discuss the matter.
  
  We remain committed to transparency, fairness, and high-quality service to all residents and applicants.
  
   

  Customer Answer

  Date: 08/04/2025

  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.
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:09/07/2023

  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.

  Recently, I and my entire 10-floor apartment building (I would estimate ~200-250 residents) were left without hot water for nearly a week, including the entirety of Labor Day weekend due to building management's failure to respond appropriately despite awareness of the issue.
  
  - On Wed, Aug 30th, at 12:03 PM, Terminal 21 mgmt emailed the building stating, “It has been brought to our attention that there is no hot water in the community", indicating awareness of an issue no later than this time.
  - This message indicated that they expected the issue to be resolved within the hour. No further communication was made.
  - The issue continued. I can personally attest that I was forced to take uncomfortable showers and refused to wash dishes given the water temperatures I was experiencing.
  - On Sat, 9/2, I spoke in person with a Leasing Mgr, who indicated they had received further reports of issues with hot water on 9/1, and that the initial investigation had been conducted by building maintenance and determined no issue after testing water in a vacant unit.
  - I submitted an emergency ticket on Sun, 9/3, and was contacted by maintenance, who said a technician had been on site the day before and could not get the part they needed until after the holiday.
  - Building mgmt finally sent a second email on Sun, 9/3 indicating they were aware of an issue with hot water and relaying the above re: a missing part.
  
  Early on (I would say approx. Wed, Aug. 30th and Fri, Sept. 1) a small amount of hot water did dispense, but it was clear that there was an issue and it was not at a temperature that was comfortable or safe for washing. I spent several days boiling water to bathe or showering at friends' homes.
  
  Building mgmt should have had a technician on site on Wed, Aug. 30th when the initial issue was acknowledged. They could have received the part and fixed the issue before the weekend. Mgmt failed to do so and instead took time off for the holiday weekend (starting Friday, 9/1).

  Business Response

  Date: 09/26/2023

  August 30, 2023: We received a call indicating one resident had no hot water. Our maintenance team
  members checked the boiler room to find out the water temperature was 81 degrees. He also found a
  bad flow switch on boiler #2. Following our procedure, he contacted our industry partner to see if they
  have or could get the parts. The industry partner, Elk Heating, came out to the community to double
  check the system but did not have the part.

  August 31, 2023: Elk Heating came back out to the community with the flow switch to install. By the end
  of day (4:30pm) the water temperature hit 113 degrees in apartments, and we were under the
  impression that the problem had been corrected.
  

  September 1, 2023: The maintenance service director (which was off that day) received a call from a
  resident at 3:35pm that was on his voicemail saying they did not have any hot water. When the message
  was retrieved from the service director’s voicemail at 5:26pm he contacted the on-site service tech to
  investigate the situation and call the industry partner back out to trouble shoot the new problem. He
  also had the maintenance tech onsite inform the office staff of the new situation with the hot water.

  September 2, 2023: Our industry partner, Elk Heating, came out with the on-call maintenance tech to fix
  the hot water boiler. The tech from Elk Heating said that we needed two new flow controllers, and he
  will be back on Tuesday 5th or Wednesday 6th because of the holiday weekend. Maintenance then
  contacted several other industry partners to see if they had the correct parts in stock so we could resolve
  the situation quicker. Unfortunately, the parts were not in stock with any of our industry partners. Due to
  the parts needed to repair the boiler not being available we had no option other than to wait for Elk
  Heating to get the part and come back to repair the boiler.

  September 4, 2023: The service director came back early to find out what was going on with the hot
  water. He arrived at 12:40pm and checked both flow controllers on boilers #1 & #2 and did not see
  anything wrong with the flow switches.
  

  September 5, 2023: At 9:09am Elk Heating came out to fix this problem. At 10:33am the boilers heated
  up to 120 degrees. By the end of day, we had 120-degree water in the apartments.
  

  Over the past 6 days, the issue was acknowledged and handled appropriately by our service department.
  The calls were responded to promptly and the maintenance staff was on-site trouble shooting in a timely
  manner. Due to the part being out of stock and needing to be ordered, the repair took longer than
  anticipated. Also, Due to the holiday weekend shipping of the part was delayed. The community had
  running water the entire time.