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Business Profile

Apartments

The Grove at Hickory Valley

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/17/2024

    Type:Facilities Issues
    Status:
    Answered
    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 have been without ac since May 19th I have put in multiple maintenance requests and sent an email to the property manager about fixing it. The property manager has not reached out about anything. The maintenance request have been completed but the air is still not fixed. On June 16 2024 my apartment was 86 degrees therefor I did not get a picture with of that temperature. I am having health issues regarding how hot it is getting in my apartment.

    Business Response

    Date: 06/18/2024

    Ms. Peoples
    first maintenance request regarding her AC not cooling properly was received on
    May 20th and completed May 22nd (I was on vacation and
    unaware of this request until now due to how it was closed out in our system). The
    work next work order was opened the 26th and completed on the 28th because the thermostat was satisfied to temperature. On June 3rd,
    Ms. ******* submitted another maintenance request regarding her AC, it was set
    to 72 and was 75 in the apartment and still cooling. Maintenance changed out
    her AC vents to help direct the air downwards and closed out the request on
    June 5th. On June 6th, she emailed me (the Community
    Manager) with no subject line regarding her issue, and I flagged the email to
    return to it but I was out of the office for multiple days the following week
    and failed to get back with her in the shuffle. In the meantime, we did not
    receive any follow-up emails, my assistant manager did not receive any emails,
    we did not receive any calls, and no additional work orders were entered. On
    June 17th, I received a forwarded voicemail from our corporate
    office from Ms. ******* that her AC was at 86 degrees on Sunday night and has
    not been working for a month and that management hasn’t done anything about it.
    She did not call our emergency maintenance line which is specifically for these
    types of events. We would have come out and given her a portable AC unit to get
    her through the night until we could properly repair her AC but she chose not
    to do so. As soon as I received the email from corporate, I remembered the
    email she had sent to me and immediately responded to her (attached)
    apologizing and telling her we’d find a resolution but that she does need to be
    sure to enter work orders for these issues and call emergency maintenance
    because that’s the only way we can track an on-going issue with an AC unit. We
    checked out her unit on the 17th and put a portable in her apartment.
    They made a repair and are following up today the 18th to see if it
    was successful. If not, we will replace the unit.

  • Initial Complaint

    Date:01/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On 01/10/2023 I wen* *o *he Grove A* Hickory Valley and I *old *hem *ha* I'm a disabled ve*eran wi*h a reloca*ion voucher from CHA and I was *old *ha* yes *hey accep* *his and I can pu* in an applica*ion online so *ha* *hey can process *he applica*ion. I comple*ed *he applica*ion which includes a $50.00 applica*ion fee. *oday, 01/12/23 , I eSigned my lease and *hen I received a call saying *ha* *his complex don'* *ake sec*ion 8 vouchers and *ha* *he applica*ion fees are non-refundable.
    I'm a homeless disabled ve*eran and I'm curren*ly low income and can'* afford *hese businesses *elling me *ha* *hey *ake *he CHA reloca*ion voucher, accep*ing my money and *hen no* accep*ing my voucher and keeping my applica*ion fee. Can someone please advise me on *his si*ua*ion?

    *hank you

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

    Business Response

    Date: 01/13/2023

    Mr. ******* came in*o our office and asked abou* applying for an apar*men*. He *old us *ha* he was displaced and *ha* Cha**anooga Housing was helping him and would be making his deposi* for him and any upfron* move in fees. I *alked *o him in my office *ha* he would have *o be *he one *o qualify wi*h credi* score and his income. *ha* we would le* someone pay his deposi*s bu* he had *o be financially responsible. He said he unders*ood, and i* would no* be a problem. My assis*an* manager *alked wi*h him also and le* him know we needed a check before he moved in. *here was never any men*ion of sec*ion 8 or voucher. Once we approved him, my assis*an* manager sen* him his Welcome Le**er showing his approval and all *he charges *ha* he would have for move in. I* was only a* *his poin* *ha* he responded *o us (see a**achmen*) *ha* any*hing abou* a voucher was men*ioned. My assis*an* manager called him *o le* him know we do no* do Sec*ion 8 or voucher program. We followed all *he s*eps in approving him wi*h all *he informa*ion he gave us on his income. He was never denied. He is approved *o live here, we jus* do no* accep* vouchers. I made i* very clear *o him in *he beginning *ha* he has *o qualify and be able *o afford *o live here. I* is unfor*una*e *ha* vouchers were no* men*ioned in *he beginning, or we would have *old him up fron*, we do no* accep* *hem.  Lori H********; Communi*y Manager *he Grove a* Hickory Valley.

    Customer Answer

    Date: 01/13/2023



    Complain*: ********


    I rejec*ed *he business response *o my complain*, because I've been looking for an apar*men* since December 1and I did say *ha* I'm a disabled ve*eran and I have a reloca*ion housing voucher from *he Cha**anooga Housing Au*hori*y (CHA). When I asked abou* *he income paperwork she *old me *o upload i* online when you fill ou* *he applica*ion and *ha*'s when I said ok and CHA will handle *he res* and she said yes. Like I said, I've been looking for an apar*men* since December and if I had known *ha* *hey wouldn'* work wi*h CHA I wouldn'* have filled ou* *he applica*ion. I've said and asked *he same ques*ions a* o*her apar*men* complexes and when *hey *old me *ha* *hey don'* work wi*h CHA *hen I didn'* fill ou* *he applica*ion nor did I pay a fee. *his was a classic case of bai* and swi*ch.

    *hank you
    ******* * ******* **



The Grove at Hickory Valley is NOT a BBB Accredited Business.

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